Audience Services Manager; U

Departmental Overview

Under the supervision of the Director of Venue Management, the Audience Services Manager assists in the efficient operation of all Audience Services activities in various Cal Performances venues (Zellerbach Hall, Zellerbach Playhouse, Wheeler Auditorium, the Hearst Greek Theatre, and certain performances at Hertz Hall and First Congregational Church). Responsibilities include operational assistance as well as coordination and supervision of Front of House student staff and volunteers.

• Oversees FOH Student Staff and volunteer usher conduct and safety.
• Resolves critical issues involving patrons at events such as ticketing problems, late seating, crowd control, facility maintenance, and general public relations, while employing customer service techniques.
• Facilitates communication and services with concessionaires, caterers, vendors and other Cal Performances departments, as they pertain to Front of House activities such as receptions or intermissions, to ensure protection of Cal Performances’ interests and maintain consistent customer service to the patrons.
• Ensures that the ambiance, appearance, and general condition of patron-accessible areas of facilities, including the lobby, auditorium, and restrooms, are appropriate.
• Provides the Venue Operations Manager with any major safety concerns and building appearance improvement needs encountered during events.
• Provides directions and information. Oversees digital and hard‑copy signage for events.
• Act in close coordination with Ticket Office staff to employ customer service techniques to effectively interact with patrons, mutually resolving critical issues such as ticketing problems, late seating, crowd control, facility maintenance, and general public relations.
• Oversee execution of receptions, special events, intermissions, artist meet‑and‑greets, merchandise sales, informational/promotional displays, and other pre/post‑event activities.
• Responsible for and oversees the Patron Services reporting, outlining any extraordinary occurrences at the event; running times, an accounting of employees’ time worked, concessions and merchandise report, accident reports, facilities maintenance items, and other important information for all events.
• Looks after ADA considerations for all patrons, including ADA seating, facilities, and providing assistance in transport to and from venues when appropriate.
• Assumes leadership role in emergency situations, leads evacuations or other safety‑related procedures; performs crisis intervention; calls emergency services; prevents or removes anything or anyone disrupting an event. Liaises with medical services and/or security services.
• Communicates effectively with Artist Services, Production and Facilities Services to ensure smooth execution of events in all venues.
• Works alongside the Venue Operations Manager and Another Planet Entertainment staff at the Hearst Greek Theater to ensure the proper seating of all patrons requiring accessibility accommodations, observe and report patron incidents, and assist all necessary obligations to maintain the safety of operations for Greek Theater concerts.
• Represents Cal Performances and the University at selected events.
• Acts as the highest level of Administrative Authority for the Front of House Department.

• Oversees the General Volunteer Usher Program and the Student Volunteer Usher program.
• Collaborates with the marketing department to increase student outreach and participation through the Student Volunteer Usher program.
• Interviews and onboarding new volunteers as necessary.
• Actualizes a robust volunteer training program and annual, bi‑annual, and period volunteer meetings to ensure the maintenance of volunteer service quality.
• Organizes and regularly updates volunteer resources.
• Maintains a thorough record of all volunteers, contacts, and history, including campus registration.
• Handles all email communications with volunteers.
• Provides feedback, and when necessary, initiates disciplinary action on volunteers.
• Creates the volunteer schedule, and makes necessary changes throughout the season.
• Maintains…