Patron Services Manager - Fox Cities Performing Arts Center

Job Summary

As an employee of the Fox Cities Performing Arts Center, you will provide the best in guest experience while working as an ambassador for the live performing arts. In addition, you will be an advocate for the Center as the premier venue for live performing arts and as a gathering place for the community. You are responsible for managing and coordinating the Center’s patron services including front of house staff, the volunteer program and accessibility services. You play a vital role in the success of the Center’s guest experience. 

PRIMARY FUNCTIONS AND RESPONSIBILITIES

The following are the primary/essential functions of the position and are not all-inclusive.

• Understand and ensure excellent guest experience per the standards, policies and procedures set forth by the Fox Cities Performing Arts Center.
• Manage patron services staff including house managers, floor supervisors and volunteers to ensure a consistently high level of service for all Center events.
• Accurately enter and maintain information in the Center’s event management software (Momentus Elite) relating to staffing and accessibility for all events.
• Promote the Center’s volunteer program throughout the community to increase volunteer participation.
• Manage and promote the Center’s tour program, including the training of volunteer tour guides.
• Manage the Center’s accessibility services including, but not limited to: mobility access, hearing loop, assistive listening systems, open captioning, American Sign Language, GalaPro technology and alternative program formats.
• Lead Accessibility Committee and effectively communicate important accessibility needs and initiatives to the team as appropriate.
• Recruit, interview, onboard, train and retain house managers and floor supervisors.
• Manage staff and volunteer schedules ensuring exceptional patron service while maintaining operational budget.
• Coach and counsel staff to ensure employee performance expectations are clearly communicated.
• Lead performance appraisal process for staff.
• Maintain regular communication with staff and volunteers, including emails, intranet page, message boards and Volgistics.
• Review and revise staff and volunteer policies and procedures as appropriate.
• Attend regularly scheduled event operations meetings and other meetings as assigned.
• Make recommendations for constant process improvement and standard operating procedures to senior manager of guest experience.
• Other duties as assigned.
• Coordinate with all Center departments to determine volunteer staffing needs including, but not limited to: marketing, development and ticketing.
• Ensure the Center’s adherence to the Americans with Disabilities Act.
• Recruit, onboard, train and retain the Center’s volunteer program for all areas of the Center. Conduct volunteer orientation as needed and yearly retraining sessions.

Job Qualifications

Minimum Qualifications: Bachelor’s degree preferred in business, event management, communications, or related field or a minimum of two years’ volunteer management and/or customer service experience.

Knowledge, Skills and Abilities:

• Ability to resolve concerns and complaints expeditiously, professionally and independently
• Strong oral and written communication skills as well as excellent relationship building skills
• Ability to work under pressure in a fast-paced environment
• Excellent organization skills and multitasking abilities with strong problem-solving skills
• Exceptional attention to detail
• Strong working knowledge of Microsoft Outlook, Word, Excel, Power Point, event management software and volunteer management software
• Ability to organize tasks and work independently
• Knowledge of Americans with Disabilities Act
• Must be able to work a flexible schedule that includes nights, weekends and/or holidays

Salary:  Commensurate with experience. Position is full-time, exempt.