Senior Manager-Audience Services

About the Opportunity

Under the direction of the VP, Venue and Theatre Operations, the Senior Manager, Audience Services manages the front of house staff, ensuring patron satisfaction, quick and personalized service and an exceptional and consistent patron experience for all venues which include the James H Whiting Auditorium, Flint Repertory Theatre, and the Capitol Theatre. The Senior Manager, Audience Services plays a key role in establishing and promoting a patron centered culture among their staff and in collaboration with colleagues in all divisions.

Responsibilities

  • Oversee Audience Services team

    • Ushers including Youth Ushers
    • Security Team
    • Valet

  • Develop benchmarks for team member success.
  • Hire, orient, train, and schedule the team for events or as requested, with a focus on developing a team that delivers exceptional patron experiences.

    • Including safety drills and updating evacuation plans as needed.
    • Training must include NScan and Tessitura training as needed to support patron development goals.

  • Prepare reports summarizing needs from our patrons.
  • Ensure accurate tracking of patron attendance by making sure the ticket takers are correctly scanning tickets.
  • Ensure accurate tracking of volunteer ushers.
  • Maintain updated protocols for ushers and security.
  • Collaborate with other divisions and departments as needed
  • Works collaboratively with External Relations Division Ticketing and Patron Services, and Patron Development staff to staff and support patron engagement events, premium services and clubs, and other patron development programs.
  • Develop and implement training program of customer service expectations and engage staff in utilizing
  • skills to continue to enhance the patron experience.
  • Attend meetings as requested.
  • Other duties as assigned.

Qualifications

  • Bachelor’s Degree preferred or equivalent in experience in a similar role.
  • Ability to work flexible hours/days reflective of the dynamic schedule of a theatre, which includes a variety of hours including evenings and weekends.
  • Strong interpersonal skills.
  • Able to foster an atmosphere that demonstrates a commitment to a diverse, equitable and inclusive workplace.
  • Previous experience in a customer service role
  • Excellent written and verbal communications skills.
  • Strong organizational skills.
  • Proven leadership and management skills.
  • Strong computer skills, including MS Office.
  • Ability to maintain a calm and cheerful manner when under pressure.
  • Ability to meet deadlines and work in a fast-paced environment.
  • Cash handling experience required.
  • Exceptional attention to detail.
  • Ability to lift and carry 25 lbs

Compensation and Benefit Information:

  • Salary starting at $50,000 based on experience.
  • Competitive Benefit Package
  • Exempt

Application Instructions

Interested applicants must submit a cover letter and resume to jsampson@thefim.org. Should an individual wish to mail this information, please send to Flint Institute of Music, Attn: Jessica; 1025 E. Kearsley St, Flint, MI 48503. Should you require additional information, please call 810-341-1752.