Full-Time Audience Services Manager
Job Description
AUDIENCE SERVICES MANAGER
The Audience Services Manager, a crucial part of the Community Experience team at TheatreSquared, will provide leadership for the company’s front-of-house Welcome Team to ensure a hospitable, smooth, and high-quality continuum of service during all times and especially during performances, high volume hours, and T2 special events.
As the leader of TheatreSquared’s front-of-house staff, this team leader will serve as the primary House Manager for the company. The house manager’s principal responsibility is to ensure the quality of experience for our patrons from the moment that they arrive at the theatre to the time that they leave. Responsibilities include overseeing ushering/seating, lobby and audience seating areas, and, in conjunction with box office staff, troubleshooting ticketing and seating issues. The Audience Services Manager will delegate assistant house managers to be able to lead in their absence, and will oversee the training of all front-of-house employees to perform all capacities with professionalism and integrity, and instruct volunteers to work in the same fashion.
As a key link between the company and the public—and between audience and art—this staff member will help TheatreSquared to answer the question, “How can a theatre be an agent of social change—helping foster a community that is fundamentally more equitable?”
The Audience Services Manager will:
- Schedule and supervise T2 Front-of-House Welcome Team during performances and special events
- Lead the house management efforts—maintaining entrance controls, empowering the welcome team to solve patron concerns in real time, and working closely with stage management to begin each performance.
- Develop and maintain documentation and training materials for Welcome Team
- Supervise the Commons to create a safe and secure environment for patrons and staff, train in best practices of crowd management, and execute emergency plans when necessary.
- Implement service standards and techniques to provide speedy service of high integrity
- Lead TheatreSquared’s volunteer usher program and help build its volunteer base
- Provide for the creation and distribution of performance reports for every event
- Provide rapid response for critical issues during high-volume service times
- Schedule and maintain communications around staff-led curtain speeches
- Manage the presentation of the facility daily with special emphasis prior to performances and special events
- Communicate signage needs in coordination with Marketing & Communications in order for patrons to have the highest quality of audience experiences
- Be available to accommodate a flexible schedule, including evenings, weekends, and holidays, as well as being able to perform in a fast paced, dynamic work environment
- Work closely with the staff of the Commons Bar/Café, supporting efficient and high-quality service pre-show, at intermission, and after
- Serve as a liaison between the front-of-house team and the Marketing & Communications and Box Office teams, joining weekly meetings to facilitate communication
- Report to the Director of Community Experience
QUALIFICATIONS
Preferred candidates will have:
- Ability to work well independently and to manage, train, and motivate others
- Excellent verbal and written communication and documentation skills
- Ability to successfully handle multiple priorities in sometimes high-stress situations
- Ability to work with the public and possess conflict resolution skills
- Good problem solving and strategic thinking skills
Additional skills and experience that are preferred, but not required, include experience with Tessitura or another Customer Relationship Management (CRM) platform and proficiency in Microsoft Office.
Finally, the ideal candidate will demonstrate a strong passion for TheatreSquared’s mission and vision, as well as a dedication to the company’s principles of inclusion, diversity, equity, anti-racism, and access.
TheatreSquared celebrates diversity and commits to creating an inclusive environment for all employees. The company’s goal is to remove barriers to employment that are faced by racialized groups and encourage applicants of all genders, abilities, and ethnic, socio-economic, religious, and educational backgrounds. TheatreSquared believes that a team with a variety of perspectives and skills is critical to our growth as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
Please note: All interviews at this time will be held via video service (Google, Zoom, etc.)
COMPENSATION & BENEFITS
This permanent, full-time, exempt position includes an annual salary in the range of $35,000-42,500, commensurate with experience, and full benefits. These benefits include health; dental; paid time off; relocation assistance; paid parental leave; professional development allowance; employer-sponsored long-term and short-term disability; $100,000 in employer-sponsored term life insurance; and voluntary 401(k).
THEATRESQUARED MISSION
We believe that theatre—done well and with passion—can transform lives and communities. At the theatre, in schools and online, we create remarkable performances; broaden access; foster empathy, equity and cohesion; and gather with one another around art, conversation, food and other shared experiences in a welcoming, inclusive space.
THE COMPANY & REGION
TheatreSquared’s signature offering of bold new plays in an intimate setting has driven its growth to become the state’s largest theatre, offering more than 300 performances annually and operating on a $6 million annual budget. The playwright-led company is one of mid-America’s leading laboratories for new work, having launched more than 60 new plays. Its work has received critical acclaim from The New York Times (“Best Theater of 2020” list), The Wall Street Journal (“an outstanding drama company”), NPR’s All Things Considered, and the American Theatre Wing, founder of the Tony Awards.
TheatreSquared’s home—winner of the 2020 American Architecture Award and the AIA NY Honor Award—is a cultural landmark. T2’s hometown of Fayetteville is annually ranked among the top ten US News and World Report “Best Places to Live,” a progressive, bike-friendly, and scenic college community near several Fortune 100 world headquarters. TheatreSquared’s remarkable expansion—with a twentyfold increase in audience in just the past decade— parallels the emergence of its home region as a booming population center and destination for American art.
Offering far-reaching access and education programs and an open-all-day gathering space, TheatreSquared remains rooted in its founding vision, that “theatre—done well and with passion—can transform lives and communities.”
How to Apply
TO APPLY To apply, submit a cover letter, employment resume, and references to jobs@theatre2.org.851 total views, 0 today