Theatre Patron Services Manager
San Jose State University
Job ID: 23820
Full/Part Time: Full-Time
Job Code: 1038, Range 2
Department: Hammer Theatre
About the Position
The Patron Services Manager works in close coordination with Hammer employees, constituents, theatre clients and their directors, managers and associated personnel. This position requires limited supervision and works independently to achieve specified outcomes. The Patron Services Manager interfaces with on-campus and off-campus renters and users as well as University units that connect with the Hammer and is responsible for execution and processing the needs of events. This includes coordinating the needs of events and ensuring the best available level of service and safety to the theatre's patrons and public. Responsible for creating and maintaining a corps of volunteer ushers to staff events at Hammer Theatre Center as well as enabling and maintaining a box office staff and Ovationtix ticketing system.
Responsibilities include but are not limited to the following:
-Recruit, develop, maintain, supervise and motivate volunteer usher corps.
-Develop scheduling procedures to ensure adequate numbers of ushers, ticket scanners/takers, coat check, etc.
-Serve as on-site manager for public assemblies with emphasis on service and safety.
-Represent Hammer Theatre Center positively and professionally in interactions with the public.
-Problem solve; deal with ticketing, seating, customer concerns or other issues quickly and effectively with excellent customer service.
-Manage multiple reception spaces including lobby, Café, Mercury News lounge, rehearsal room, terrace deck.
-Coordinate with and assist Spartan Shops, exclusive beverage and catering provider to theatre.
-Manage front of house schedule under general direction of Director of Client Services.
-Coordinate other contract services as required (housekeeping, building maintenance, etc.).
-Oversee Hammer Theatre Center emergency preparedness and procedures as it relates to the public lobbies, seating areas and theatre patrons including coordination with University PD, SJPD and fire authority, ensuring the safety of personnel and patrons.
-Participate and work effectively as a team player with other employees, associates of the theatre, theatre clients/renters, patrons and visitors.
-Assist Director of Operations and Facilities with health and safety oversight and compliance, including support and record keeping for inspections.
-Recruit, develop, maintain, schedule and manage paid box office clerks.
-Train and mentor box office clerks in superior customer service.
-Cash and accounts reconciliation.
-Manage cloud-based ticketing system, including event setup for online, telephone and box office window sales, ticket consignment and pre- and post-event ticket sales reports.
-Enable single ticketing, group sales, and season sales for events.
-Track customer records and be able to organize customer history into usable reports for SJSU and non-SJSU patrons.
-Work with theatre events/clients in enabling events.
Apply now at http://www.sjsu.edu/hr/careers/jobs/index.html .
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