Patron Services Supervisor - Part Time

Miami City Ballet; Miami Beach (FL); On-site; USD 34,000 - 41,000; Part time

Job summary

Miami City Ballet is seeking a Patron Services Supervisor to uphold our service standards across the patron journey, from web to box office. As the in-venue box office leader, you will coordinate with partner venues and supervise day-of-performance operations.

You will manage bookings, support the CRM/database tasks, and ensure accurate data, ticketing policies, and merch operations, while collaborating across departments to deliver exceptional guest experiences.

Qualifications

• Minimum 2–4 years in box office administration and supervision
• 2+ years in customer service or hospitality, supervisory role preferred
• Experience with cash handling and end-of-night reconciliation
• Expertise coordinating with external venue partners and third-party ops
• Strong knowledge of ticketing and CRM applications (Tessitura preferred)
• Comfortable with in-venue retail and merchandise operations
• BA/BS or equivalent combination of training and experience
• Eligible to work in the United States without sponsorship

Responsibilities

• Serve as the primary in-venue box office representative and service extension to partner venues
• Escalation resolution and front-of-house leadership backup during performances
• Oversee day-of-performance box office setup, inventory, and reconciliation across ticketing databases
• Collaborate on event-day booking escalations and end-of-night reporting
• Manage in-venue merchandise setup and end-of-night reconciliation
• Assist other departments with in-venue activations and engagements
• Lead internal bookings and fulfillment for VIP, partnerships, and community comps
• Maintain SOPs and supervise seasonal patron services staff

Skills

Box office leadership

Customer service

Cash handling

Tessitura

CRM systems

Merchandise operations

Excel

Project management tools

Education

BA/BS degree

Tools

Tessitura

CRM systems

Excel

Asana/Microsoft Planner

Job description

Department: Guest Experience & Patron Services

Reports to: Director, Guest Experience & Patron Services

Status: Non-Exempt, Part-Time

Wage: $25.00-$30.00/hour

JOB SUMMARY

The Patron Services Supervisor delivers Miami City Ballet's service standard across the full patron journey, from web to box office window. Serving as MCB's primary in-venue box office leader, the supervisor ensures consistent service alignment with partner venue representatives, oversees day-of-performance box office administration, and coordinates all in-venue service recovery in collaboration with the Manager, Guest Experience and Director, Guest Experience and Patron Services. As MCB's primary patron services representative, the supervisor leads internal bookings and fulfillment for all internal and external stakeholders. This role is the key interdepartmental collaborator overseeing seasonal patron service projects, supervising booking accuracy, providing database support, and performing quality control of patron-facing communications and pathways.

To do well in this role, the ideal candidate must be an organized motivated leader with an emphasis on service excellence, and a strong attention to detail.

RESPONSIBILITIES

Patron Experience & In-Venue Operations

• Serve as the primary MCB in-venue box office customer service representative and the “service extension” from MCB to partner venue box office teams, carrying MCB's quality standards into each venue.
• Partner with the Manager, Guest Experience to resolve in-venue escalations through service recovery and work to identify and solve issues before they arise. Serves as designated backup for the Manager, Guest Experience, assuming front-of-house leadership at performances the Manager is unable to attend.
• Oversee the day-of-performance box office setup, inventory, and booking/order reconciliation across multiple ticketing databases, including maintaining consistent ticketing policies, will call, ADA/accessibility accommodations, and patron-facing communications.
• Work with Director, Guest Experience and Patron Services on resolving event day booking escalations, as well as completing end-of-night booking and service issue reporting for each performance.
• Responsible for in-venue merchandise setup, restocking, and end-of-night reconciliation at all performance locations, including reconciliation of any onsite sales or returns processed through MCB's primary ticketing system by customer service representatives.
• Assist other departments for auxiliary in-venue advancement and marketing activations as required.

Box Office Administration & Database Support

• Lead and provide exemplary customer service for all internal bookings and fulfillment, VIP, partnership, and community comps, as well as collaborating with other departments (School, Development, Artistic) on large engagement requests, as well as the main point of contact for retail group sales.
• Be the primary project administrator for all seasonal patron services and sales initiatives including maintaining and updating documentation (SOPs) and supervising representative team on product fulfillment.
• Collaborate with the CRM Database Manager and provide support for seasonal operational database tasks including but not limited to: proofing season builds, assisting with regular pricing updates, order/constituent/list imports, and other operational tasks as assigned.
• Partner with various Marketing team members to periodically proof patron communications and walk the online UX pathway as a secondary resource for quality control for the digital patron experience providing feedback in a timely manner.

SKILLS AND QUALIFICATIONS:

• Has a minimum 2–4 years of progressive experience in box office administration and supervision. Minimum of 2 years of experience in a customer service or hospitality environment, preferably in a supervisory or management role.
• Demonstrated accuracy with patron and transactional data, with a record of maintaining clean records and identifying errors before they reach downstream reporting.
• Experience with cash handling and reconciliation experience, including end-of-night settlement and loss-prevention practices.
• Expertise coordinating with external venue partners, house management, or third-party operations teams.
• Strong knowledge of ticketing and CRM applications, preferably Tessitura.
• Comfortable with in-venue retail and merchandise operations, including setup, restocking, and end-of-night reconciliation.

Strong organizational and project management skills, with the ability to manage concurrent seasonal projects against fixed deadlines.

Proficient with Microsoft Office applications, particularly Excel, and working knowledge of project management software such as Asana, Microsoft Planner, or equivalent platforms.

• Available to work the majority of Miami City Ballet season performances, including evenings, weekends, and holidays.
• Has reliable transportation to and from all onsite and offsite performance venues, across all South Florida markets.
• BA/BS degree or any equivalent combination of training and progressive experience.
• Eligible to work in the United States without sponsorship.