Orlando Shakes Theater, In Partnership with UCF
Patron Experience Manager
PATRON EXPERIENCE MANAGER
Orlando Shakes in partnership with UCF
Job Title: Patron Experience Manager
Location: Orlando, FL
Reports To: Executive Director
Supervises: Volunteer Staff, Gift Shop Manager, House Management Staff, Bartenders
Status: Full-Time, Evenings and Weekends Required
Salary: Range starting at $36,000/year. Pay is commensurate with experience.
Overview:Orlando Shakespeare Theater, Inc. (Orlando Shakes in partnership with UCF) is seeking a proactive, customer-focused Patron Experience Manager to oversee front-of-house operations and ensure a welcoming, safe, and seamless experience for our guests. This role requires a blend of people management, logistics coordination, and exceptional customer service skills.
Key Responsibilities:
Patron Services & Front-of-House Operations
Oversee and manage all front-of-house operations for OST performances and events
Serve as the main point of contact for resolving escalated customer service issues
Ensure a safe, clean, and efficient environment for all patrons and staff
Coordinate with Stage Management, Box Office, and other departments during performances
Follow up with patrons based on post-show survey feedback
Staff & Volunteer Management
Recruit, schedule, train, and supervise 300+ front-of-house volunteers
Conduct orientations and refresher trainings for volunteers as required
Hire and train bartenders and house management staff in coordination with leadership
Monitor and approve timesheets for volunteers and part time bartenders
Maintain regular communication with the Box Office, Audience Engagement, Marketing, and Development teams
Coordinate with external volunteer group leaders (Universal Orlando, Volunteer UCF, etc) to foster community partnerships
Foster a welcoming and collaborative team culture
Plan and execute volunteer celebration events (Holiday Party, Annual Appreciation Event, etc.)
Inventory, Budget & Administrative Tasks
Track and report on FOH expenses to align with financial goals
Ensure posted required permits and licenses are current and compliant
Facilitate annual inspections of food & beverage areas
Generate requested reports and communicate key updates to leadership
Schedule and manage valet services in collaboration with third-party providers
Maintain per show performance reports, incident logs, and FOH shift summaries
Event Support
Partner with Development to support major events, including the Annual Gala and Fall Fundraiser
Partner with Audience Development to support Orlando Shakes sponsored events, including Pre-Talks, Chat Backs, Affinity Nights, Opening Night Parties, rentals, and community events as needed
Required Skills and Qualifications:
Minimum 2 years of experience in front-of-house, customer service, or event management (theater or live entertainment preferred)
Strong leadership, problem-solving, and organizational skills
Available to work nights and weekends, as needed per performance schedule
Comfortable using CRM platforms (Spektrix) and Volunteer Management Software (Volgistics), and Google Office Suite preferred, but not required
Excellent written and verbal communication skills
Ability to remain calm and effective in emergencies
Ability to lift up to 30 lbs and remain on your feet for extended periods
Positive attitude and a professional appearance
General Performance Schedule*:
Signature Series Performances:
Wednesday: 2:00 PM & 7:30 PM
Thursday–Saturday: 7:30 PM
Saturday Matinee: 2:00 PM
Sunday: 2:00 PM
Student Matinees: T/W/Th/F at 10:30 AM
Concert Series Performances:
Friday–Saturday: 8:00 PM
Sunday: 3:00 PM
Children’s Series
Student Matinees: T/Th/F at 10:15 AM & 12 PM; W at 10:30 AM
Alternating Saturdays/Sundays - 10:30am & 1:30pm
If you're passionate about live theater, dedicated to delivering outstanding customer service, and excited to lead a dynamic front-of-house team, we invite you to apply!
Orlando Shakespeare Theater is an equal opportunity employer committed to diversity and inclusion in the workplace.