Assistant Manager, Patron Services; Part-Time

POSITION SUMMARY This position is responsible for coordinating and leading shifts of part-time Front of House and Ticket Office Associates alongside and in the absence of the Front of House Manager and Ticket Office Manager. Responsibilities include ensuring adherence to theatre’s policies and procedures; helping create a safe, engaging, entertaining, and efficient audience experience; collaborating with the Stage Management, Front of House and Ticket Office teams to ensure patrons are seated promptly and the performances start on time;

maintaining a positive and respectful attitude during times of great stress; communicate regularly with managers about employee and department issues; demonstrating regular and consistent attendance and punctuality; and participating in Children’s Theatre Company events as needed or required.

ESSENTIAL FUNCTIONS Patron Services Management Foster a friendly, engaging, and inclusive atmosphere, interacting with patrons and establishing CTC spaces as safe and accommodating for all; encourage and motivate Associates to undertake this same initiative

Demonstrate excellent customer service and communication skills, respond promptly to audience needs and requests for service and assistance during performances; work independently and handle most patron questions without assistance

Assist Front of House Manager with concessions and merchandise inventory and deliveries.

Ensure audience accommodation for all CTC access services during performances

Supervise Front of House & Ticket Office associates during performances to ensure consistency in areas of audience engagement and customer service, Front of House policies and procedures, knowledge of CTC, and proper safety practices

Document operational, customer service, or workplace concerns and elevate significant issues to the Ticket Office Manager or Front of House Manager for review

Manage Lost & Found inventory, keep Lost & Found inventory organized and well-documented, including disposing abandoned items when necessary

Display confidence, grace under pressure, and a desire to ensure that the audience experience is of the highest level. Lead Front of House and Ticket Office Associates in this same initiative

Assist with maintaining staff schedules for Audience Services part-time staff, ensuring appropriate staffing levels are maintained to meet the needs of the departments.

Collaborate with Front of House Manager on concession and merchandise sales reports and prepare deposits at the conclusion of nightly shows, reconciling any open issues and communicating any specific challenges to the Front of House Manager Provide back-up for Front of House and Ticket Office supervisors; cross-train in both areas and stay current on general practices.

Manage inventory of CTC branded uniforms, reporting to Ticket Office Manager when ordering is necessary

Demonstrate intermediate/expertise of the Tessitura ticketing system to support Ticket Office team and fill in when necessary, along with trouble shooting any issues with NScan or the individual ticket scanners

Understand and execute point of sale system for merchandise and concessions sales and be able to troubleshoot issues independently

Assist Education Team with camp/class check-in/check-out process, when needed

Complete additional task/projects as assigned by Front of House Manager and/or Ticket Office Manager, including but not limited to: concession and merchandise product set up, event set up, and assistance with interviewing and training new front of house & ticket office associates

Collaborate with all staff in the furtherance of CTC’s goal of being an anti-racist/anti-bias theatre that works towards Justice, Equity, Diversity and Inclusion Encourage and empower everyone to speak…