Operations and Patron Experience Manager

The Operations and Patron Experience Manager is responsible for oversight of operational functions of the John and Rita Lowndes Shakespeare Center including front of house and administrative functions for safety and security at Orlando Shakes. This is a full-time, exempt position which requires a regular day time schedule and some evening and weekend hours, being on-call and/or present during performances for any building issues. Come join the team at Orlando Shakes and help us continue our 35 year history of artistic excellence and growth.

Key Responsibilities (include but not limited to):

Building/Facility

• Oversee the functioning of all building systems including mechanical, electrical, fire/life safety, security, plumbing, and waste management.

• Review all vendor contracts and service contracts annually to ensure facility management needs are being met both functionally and in a fiscally responsible manner.

• Oversee the management of maintenance and janitorial personnel and other on-site contractors. Supervise cleaning of the building – setting the expectation of a sparkling clean environment for our patrons, artists and staff.

• Ensure compliance with fire, health and safety standards and industry codes.

• Administer and maintain door codes and key cards access to the facility.

• Develop and implement a facility management program including preventative maintenance and building security.

• Facilitate scheduling of fire marshal inspections, flame-proofing, and/or other permits needed for daily Operations and production requirements.

• Work closely with the Director of Production to coordinate resources and address challenges related to theater Operations and production.

• Work closely with Facility Rental Coordinator to ensure all resources necessary for rentals are provided for outside rental agreements.

• Coordinate facilities operations during events and outside theatrical productions: oversee daily event needs, assist with load-ins and other work events as needed.

• Serve as point of contact and coordinate all city and county inspections as needed for smooth and safe operation of the facility.

• Assist in the management and planning of construction and other building projects as they arise.

• Serve as point of contact for all public and private utility providers for the facility

Front of House/Patron Experience:

• Oversee Audience Services team (House Management, Ushers, Concessions, Gift Shop) as it relates to facility needs during performance and rehearsal hours for OST activities and as needed for outside rental events.

• Coordinate with Front of House and Stage Management teams for each production and all events to ensure smooth operations for performances and rentals.

• Ensure that the front of house team has appropriate certifications and are informed of all safety protocols and procedures.

• Act as COVID Safety Manager for OST staff and to ensure compliance with all union and non-union agreements, overseeing policies and procedures as well as procurement of supplies.

Administration:

• Maintain and oversee IT and security systems and procedures for all OST staff

• Maintain and oversee office and technological needs of staff, including IT Operations and 3rd party vendors: phone system, equipment, computers, network and consultants.

• Perform as chief procurement officer for all office devices, furniture, and functions.

• Responsible for office vendor contracts, leases, and supplies (copiers, equipment, etc.)

Knowledge, Skills, Abilities, and Characteristics Preferences:

• Experience in facilities management, preferably in theater or non-profit arts organizations and/or event venue.

• Experience and/or education pertaining to business systems, IT, and security systems and software desired.

• Knowledge and experience with computer systems, Google business suite, and current office management software.

• Experience with Spektrix CRM systems and software will be advantageous to this position.

• Strong written and verbal skills

• Eagerness to be an active participant in and meaningful contributor to OST’s ongoing work on creating and nurturing a culture of belonging rooted in equity, diversity and inclusion with the ability to apply EDI principles to the scope of work.

• Collegiality and team orientation is a must with opportunities to contribute beyond the listed job parameters.

• Detail-oriented, proactive multi-tasker with the ability to set and manage multiple competing priorities.

• Knowledge of and enthusiasm for theater, performing arts, and arts education is a plus.

Physical / Environmental Demands:

• May be required to stand for long periods of time

• Required to lift up to 50 pounds

• Required to talk and hear

• Noise level in the environment is moderate

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

Career Level

Management

Years of Experience

3-5

Residence Location

Central Florida

Degree

High School or Equivalent Certification/Diploma, Bachelor’s Degree

Reports To:

Managing Director

Supervises:

Operations and Front of House Staff

Schedule:

Full-Time

Designation:

Exempt

Includes:

Health Plan

PTO

Retirement Plan