Orlando Shakes Theater, In Partnership with UCF

Position Title: Patron Services Manager (Box Office and Database)

Pay Range: 50,000/Year - 55,000/Year

Status: Full-time

Classification: Exempt - Salaried

Department: Front of House

Orlando Shakes in partnership with UCF, Central Florida’s leading professional regional theater company, is searching for a full-time Box Office & Database Manager to supervise its team of guest services associates, ensure accuracy of the database and provide data analytics to colleagues for data driven decision making.

Reporting to the Executive Director, the selected candidate will be responsible for managing the day-to-day operations of Orlando Shakes’ Box Office while ensuring the highest level of guest satisfaction for patrons and donors through phone, web, and in-person communication and contact in a fast-paced, exciting regional theater environment. 

The Patron Services Manager will work closely with our Community Programs Manager, Guest Experience and Operations Manager, Development, and Marketing & Communications departments. 

Responsibilities Include (But Are Not Limited To):

• Manage and supervise the Patron Services team including, but not limited to, training, policies and procedures, and staff scheduling

• Administer the CRM software, Spektrix (and DotDigital), including generating and maintaining production and program inventory, creating and implementing season subscription and individual ticket packages, and managing sales data.  As the designated superuser for Spektrix, will also assist in training new team members across the organization to use the system

• Prepare and distribute reports including daily and weekly sales reports, financial transaction reports, and event reports

• Provide financial settlement and accountability for all ticket sales revenue

• Prepare, manage, and track Box Office budget

• Establish a positive, creative, and professional work environment and motivate staff to participate and adapt to dynamic and challenging situations.

• Exercise confidence, kindness, and mentorship in speaking to and working with team members when something needs to be improved or retrained

• Oversee and assign daily flow of in-person, phone, and email channels to Box Office staff and ensure all inquiries receive a timely reply

• Respond to patron questions, concerns, or complaints, and manage difficult or emotional patron situations

• Remain calm and diplomatic with escalated issues, resolve high level patron concerns using exceptional problem-solving skills to quickly achieve a mutually satisfying result and rebuild trust

• Serve as Guest Services representative during performances and on an as-needed basis.  Schedule should reflect leadership presence for high demand periods

• Approve timesheets and ensure timely submission

• Assist with seasonal allocation of subscription tickets and mailings

And other duties as assigned by the Executive Director.

Required Qualifications

• Advance knowledge of event ticketing and CRM software, preferably Spektrix and DotDigital

• Strong computer skills with proficiency in Google Suite and Microsoft Office Suite

• Ability to manipulate database software to store, retrieve, and compile information into report format

• Strong organizational skills with the ability to manage multiple projects and deadlines effectively.

• Excellent interpersonal, customer service, and communication skills, capable of working collaboratively with diverse groups including Board members, onsite colleagues, and external partners.

• Ability to work independently, as well as part of a team, with a high level of initiative and self-motivation. 

• Demonstrated commitment to and understanding of diversity, equity, inclusion, and belonging.

• Ability to meet tight deadlines and work well under pressure.Strong verbal and written communications skills.

• Interpersonal skills and ability to work in an agile, fast-paced environment required.

• Willingness and understanding to work flexible hours as needed.

• Ability to manage a variety of projects and requests quickly and efficiently. Able to multi-task projects concurrently, while maintaining quality.

Education / Training

• Bachelor’s degree in Business Administration, Accounting, Theater/Arts, Communications, or a related field and/or equivalent experience/training

• Minimum of 2-3 years of experience in a performing arts box office management, customer service, business administration role, including scheduling, hiring, and managing staff

Preferred Qualifications

• Two (2) years of experience managing a customer service department

• Familiarity with the art, culture, and/or entertainment (e.g. live events, professional or intercollegiate athletics, theme parks, etc.) environment. 

• Critical thinking skills

• Ability to speak Spanish a plus

• Ability to grasp and understand business concepts and issues, while demonstrating knowledge of market and competition

• Ability to deal with others if conflict arises; ability to find a solution for or to deal proactively with work-related problems

• Ability to use thinking and reasoning to solve problems

• Ability to communicate in writing clearly and concisely

• Possessing the trait of being organized or following a systematic method of performing tasks

• Proven record of providing superior customer service with excellent interpersonal communication skills

• Confident and assured in public interactions, superior conflict resolution skills

• Accommodate a flexible schedule including weekends, evenings, and some holidays

• Experience with Spektrix and DotDigital

• Ability to appropriately manage confidential information

Physical Demands

• Required to sit and/or stand for long periods of time

• Required to talk and hear

• Noise level in the environment is moderate

• May be required to lift up to 25 lbs

• Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the position

• Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus

• Work environment can include the box office, administrative offices, public spaces, theatrical spaces, scenic, paint, and costume shops, dressing rooms, backstage, and break areas

Additional notes:

• This position is for a full-time Box Office & Database Manager on-site at Orlando Shakes’ in the John & Rita Lowndes Shakespeare Center in Loch Haven Park

• The ideal candidate must be detail-oriented, a team player, and have the ability to work on multiple projects in a fast-paced, and at times, high-pressure environment

• Ability to take feedback from multiple sources and translate that into meaningful improvements

• Reports to the Executive Director

• Works alongside front of house, guest experience, communications and marketing colleagues and consultants, audience development, community relations, development, operations, and production colleagues

• Attends staff, management, and other meetings as required

• Serves as ticket office representative on performance days; fill-in for Box Office staff as-needed

Benefits

• 403(b) retirement

• Health Insurance

• Dental Insurance (at no cost to employee)

• Vision Plan (at no cost to employee)

• Free telehealth visits

• Paid time off

• Additional paid federal holidays off

• Free & discounted family & friends tickets to performances

Schedule:

• 40-hours/week (afternoons and evenings) Monday through Friday (off-season); Wednesday through Sunday (in-season), including (potentially) some holidays

When applying, please include a cover letter and resume (required). No phone calls, please.