Patron Services Manager
Title: Patron Services Manager
Reports to: Artistic Director
Date Needed: Open Until Filled
Post Opening: March 3
Organization: Bay Area Musicals
City: San Francisco, CA
Location: Work from Home/Alcazar Theater
Education Requirement: Undergrad Degree
Experience Requirement: 3 years box office experience
How To Apply/Contact:
Please send a cover letter and resume to Dori Daniels at firstname.lastname@example.org. No phone calls, please.
Purpose of the Job:
The Patron Services Manager will ensure a hospitable, smooth and efficient operation of the entire Front of House patron experience. They are responsible for the overall day-to-day operations of the Ticketing & Front of House department for Bay Area Musicals, including managing daily sales, responding to patron inquiries, running will call at each show, securing staff and/or volunteers to assist will call, and training Front of House staff. They are responsible for configuring and monitoring the VBO/Virtual Box Office ticketing system, tracking daily sales and deposits, ticket account management and fulfillment, maintaining partnerships with 3rd party promoters, and supervising the House Manager and volunteers.
This role is highly visible and interacts with sponsors, vendors, clients, resident arts organizations as well as all Bay Area Musicals patrons. They will lead by example at all times and provide the highest level of customer service to all guests.
ESSENTIAL JOB FUNCTIONS
Daily Box Office Operations 40%
Demonstrate excellent customer service skills, respond promptly to customer inquiries and requests, and train any box office personnel in customer service standards.
Provide rapid response to patron inquiries via phone and email.
Handle sales, Member bookings, exchanges, and other typical box office ticketing needs.
Process comp tickets for company members and related constituents.
Collect and process RSVPs for opening nights, members of the press, concierges, and TBA Adjudicators.
Book incoming group sales for schools, tourists, community organizations, etc.
Proactively reach out to new partners for additional group sales.
Manage data entry for new patrons, cast, and crew into the VBO/Virtual Box Office ticketing system.
Develop and maintain documentation and training material on box office policies and procedures.
Enforce box office policies such as exchange fees, no refunds, no babes in arms, etc.
Ticket Management and Reporting 30%
Maintain comprehensive and current documentation of current ticket sales for all performances.
Set up events and membership programs in the VBO/Virtual Box Office ticketing system, maintain seating manifests, maintain financial records, and manage the preparation, presentation, and settlement of all event box office statements.
Advise and assist with the implementation, reporting, and generating of event report data using the VBO/Virtual Box Office ticketing system.
Maintain good partnerships with third party ticketing promoters, including Goldstar, Groupon, TodayTix, Rush Tix, etc.
Maintain good business relationship with VBO/Virtual Box Office, connecting with their support staff as necessary.
Provide allocations to each third party vendor as appropriate.
Manage and maintain required offline seating holds for group sales, door sales, house seats, and tickets sold through third party promoters.
Oversee the daily, weekly, monthly and yearly sales of tickets; entering and submitting data as required.
Reconcile any issues between ticket sales and the financial department including shortages or overages in cash drawers.
Submit listings to Theatre Bay Area’s “What’s Currently Playing,” TBA Adjudication program, TBA Member promotional listings, and TIX Bay Area ticketing booth.
In conjunction with the Artistic Director, implement marketing promotions.
Stay abreast of current trends and best practices in non-profit arts ticketing, advising the implementation of new ticketing procedures as needed.
Maintain good data practices within VBO/Virtual Box Office.
Show Operations 30%
Prepare and handle all tasks related to will call for each public performance.
Execute proper cash handling and cash control procedures.
Coordinate the setup and strike of all physical box office requirements for each event. Including, but not limited to: Boca thermal printer, computer, credit card swiper, lobby displays, sidewalk sandwich board, name tags, etc.
As needed; hire, train, schedule and supervise box office staff/volunteers and Front of House Manager. Ensure all staff are fully trained in handling customer issues and explaining and enforcing company policies.
Maintain a sufficient supply of thermal ticket stock on hand, ordering more as needed.
This is not a comprehensive list of job duties. Responsibilities may be subject to change at the discretion of the Artistic Director.
WORK SCHEDULE AND LOCATION:
Hours for this position are variable week to week. Performance weeks, work ranges from 30-40 hours/week. Non-show weeks, work ranges from 5-10 hours, with more hours in the 2 weeks immediately preceding opening. Candidate will work from home on non show weeks.
There are three shows each season, running 5 weeks apiece, plus 1-2 one night events.
Exact schedule for non show weeks to be set at mutual agreement between candidate and Artistic Director.
Three to five years box office experience in live performing arts and/or events required.
Knowledge of the VBO/Virtual Box Office system is preferred, but not required.
Proficiency with Microsoft Office (Word and Excel), and Google Apps (GMail, Sheets, Docs, Voice) required, along with general technical comfort and willingness to learn new technologies.
Must be able to work well independently and to manage, train, and motivate others.
Excellent verbal and written communication and documentation skills required.
Candidate must be able to successfully handle multiple priorities in sometimes high-stress situations.
Position requires the ability to accommodate a flexible schedule, including evenings, weekends, and holidays, as well as being able to perform in a fast- paced, dynamic work environment.
Candidate should have cash handling experience and experience in scheduling staff members.
Candidate must also have the ability to work with the public and possess conflict resolution skills
Minimum three years management experience strongly preferred.
Minimum two years front of house experience strongly preferred.
Good problem solving and strategic thinking skills.
Ability to prioritize, identify critical issues and work towards results.
Ability to work with multiple organizations and vendors proactively and professionally.
The ideal candidate will be a self starter with excellent time management skills.
Additional functions and requirements may be assigned by supervisors as deemed appropriate.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
Technicians & Designers
Bay Area Musicals is currently seeking designers and technicians in the following fields for our 2017/2018 season: scenic designer, lighting designer, costume designer, scenic artist, props designer, sound designer, assistant stage manger, production stage manager (both AEA and non-AEA), make-up designer, scenic builder and electrician. All of these positions are independent contractors with a competitive stipend. Successful candidates will have experience in professional shop practices, woodworking, and steel fabrication, with proficiency in common theatrical construction techniques.
All professionals in the above fields are invited to email their resumes (in pdf format) to:
Matthew McCoy, Artistic Director