Part-Time Patron Services Front of House Assistant

Job Title

Assist in coordination of operations for a multi-faceted patron services office.

Assist in coordination of operations for a multi-faceted patron services office. Hands-on position that includes selling subscriptions and single tickets for over 150 live events in up to 9 different venues for UMS, the U-M School of Music, Theatre, and Dance (SMTD) and Ann Arbor Summer Festival (A2SF). Manage night of performance front-of-house and ticket office activities required in the production events plus other venue-related activities in various performance venues.

Coordinate with the full time Patrons Services staff to ensure oversight and direction of student staff and volunteer ushers. This is a 20-29 hour/week temporary appointment through the standard academic year with the option of renewing through the summer and following season. Week-to-week schedules can be flexible. Evenings and weekends required.

• Serve as a secondary contact for a 200-person volunteer usher corps, assist with orientation sessions and facilitate communication between UMS production staff, venue staff, and ushers.
• Serve as the primary UMS front-of-house representative at designated performances, demonstrating excellent customer service regarding critical issues such as ticketing problems, late seating, crowd control, and general public relations.
• When serving as the primary front-of-house representative at UMS performances, supervise the volunteer usher corps on duty as well as head ushers and student staff.
• When assigned to a performance, work with Front of House Manager and UMS staff to ensure performance venues are appropriately staffed, Front-of-House policies are adhered to and maintain communication with backstage and venue management staff.
• With guidance of Front-of House Manager, generate event reports for assigned performances and coordinate placement and set-up of signage at UMS events to ensure uniformity and maximum brand exposure, facilitating the creation and/or delivery as needed.

• Provide excellent customer service by phone, email, and in-person.
• Accurately process ticket orders by phone and in-person, including cash, check, and credit card handling.
• Assist in the supervision of student staff. Work with the UMS Patron Services full-time staff to train, coach, and support a productive work environment.
• Work with students and full-time staff to troubleshoot and solve complex customer issues.
• Assist full-time staff with special projects related to ticket sales preparation, office organization, data management, group sales, and scheduling for UMS, SMTD and A2SF.
• Perform closing duties such as locking offices and venues and reconciling receipts of cash, checks, and credit cards.
• Serve as Manager-On-Duty at times when the UMS Patron Services full-time staff are unavailable.

• Ensure timely set-up and take down of temporary night-of ticket offices at various venues on and off U-M's campus.
• Serve as the primary UMS, SMTD or A2SF ticket sales representative at designated performances, demonstrating excellent customer service and successful oversight of student staff, ticket office sales, will call, and ticket lobby traffic flow.
• Coordinate with Front of House staff, both UMS and University Productions (UPROD), to ensure accurate recording of performance attendance and resolve seating issues.
• Work with production and marketing staff to ensure accurate distribution of tickets provided to artists, sponsors, media partners, staff, and other special performance guests.

• 1-2 years of customer service, house or event management, ticket office or public relations experience.
• Ability to communicate well under pressure.
• Strong attention to detail with the ability to be organized.
• Ability to maintain a professional work ethic.
• Ability to work independently and as part of a team.
• Intermediate computer skills and the ability to learn new technology.
• Strong writing skills to prepare correspondence, reports, and schedules.
• Routinely moves and positions materials weighing up to 50 pounds across campus and for various event needs.
• A valid driver's license and the ability to operate University vehicles.

• Experience in the performing arts.
• Experience with Tessitura or other ticketing software.
• Experience supervising and coaching students.

We offer a benefits package that includes comprehensive training and career development opportunities, generous retirement savings plans, ample paid time off, and a wealth of family care support.

This position is presently classified as onsite.

This part time position is based in Ann Arbor, MI, on the campus of the University of Michigan. The position requires a minimum of 20 hours per week with a mix of daytime office hours from Monday-Friday and in the evening and on weekends during performance season.