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SARAH BELK GAMBRELL CENTER for the ARTS and CIVIC ENGAGEMENT
The Sarah Belk Gambrell Center for the Arts and Civic Engagement puts the cultural arts scene at Queens University of Charlotte in the limelight. It is a place for our students, faculty & staff and the greater community to enjoy and appreciate the arts. It is a place to showcase artistic talent, from poetry readings to performances by world-class musicians to artist exhibits.
VENUES
SANDRA LEVINE THEATRE is a 996-1,004-seat performance theater featuring a proscenium stage and house seating in Orchestra, Mezzanine, and Balcony levels.
KATHRYN GREENHOOT RECITAL HALL is a 150-seat concert hall located on the garden level of the Sarah Belk Gambrell Center.
BANK OF AMERICA AND LOEVNER GALLERIES, on the first floor, feature rotating art exhibits by nationally-prominent artists and students and faculty alike. Also on the first floor, the SALVIN ATRIUM and BISSELL LOBBY offer relaxing spaces for students to congregate and performance attendees to enjoy.
THE CAROLYN MCMAHON CENTER FOR MUSIC hosts music classrooms, faculty offices, and Queens' music therapy clinic on the second floor.
The building's third floor features printmaking and painting studios, a photography wet room, and classrooms for interior architecture and design and new media design, in addition to faculty offices.
Job Description
Summary: The Patron Service Manager ensures an exceptional patron experience for the Gambrell Center for the Arts by anticipating patron needs, exceeding expectations, and creating a "wow" factor for guests. This position reports to the Executive Director of the Gambrell Center and manages a comprehensive set of responsibilities (marketing, ticket office, volunteers, and donor relations) to ensure the comfort and safety of guests.
The Patron Services Manager is responsible for establishing and implementing financial and operational procedures necessary to manage annual ticket sales, event volunteers and walk-in inquires. This role requires a dependable, self-motivated, conscientious individual capable of organizing a professional box office that delivers a high level of personalized customer service in a high traffic not-for-profit environment. The work is detail-oriented and varies greatly from day-to-day given the ongoing organizational transition to a fully staffed, operating facility. This position is exempt from provisions of the Fair Labor Standards Act (FLSA) and therefore is not eligible to earn overtime pay or compensatory time off for additional hours worked.
Essential Duties and Responsibilities
Box Office & Member Management
• Oversee all Box Office operations - processing single, season and group ticket orders in a timely and accurate manner.
• Establish procedures and policies that ensure excellent service to patrons, subscribers, donors, volunteers and patrons with special needs.
• Manage Box Office computerized ticketing system, setup events, reports and maintain accurate patron and donor records.
• Maintain membership database, send out renewals, prepare monthly membership reports
• Work with Executive Director to develop and implement marketing strategies that generate ticket sales, ad sales and media trades that meet budgeted income goals. Cultivate new audiences through target marketing initiatives. Promote facility use.
• Work with Marketing on mailing lists, customer service and special sales programs.
• Work with facility renters to setup effective box office services.
• Research artists, art forms and industry and community trends and educate staff.
• Assist with implementing corporate and media sponsorships.
• Create and manage an engaging social media presence on all platforms and protect the organizational brand. Ensure the theatre and events are accurately represented in the Media.
• Greet and direct walk-in traffic. Coordinate with the Executive Director consistent window and phone coverage during business hours.
Event Staff Supervision
• Enforce theatre policies and procedures and implement safety/emergency procedures.
• Schedule, train and supervise seasonal box office clerk(s) to insure competency in all computer, financial and customer service operations.
• Recruit, train and schedule volunteer ushers, ticket takers, and bag checkers. Supervise and manage Volunteer program.
• Schedule, train and supervise part-time staff and house managers.
• House management and event coordination duties as needed.
Financial Reporting
• Establish and enforce box office procedures that insure financial accountability for all staff
• Work closely with campus finance office to ensure all required fiscal requirements are met for tax, auditing, patron and internal reporting and control.
• Create weekly, show and annual reports for settlement, fiscal control and general box office reporting.
Non-Essential Duties: Other duties may be assigned as needed to achieve Gambrell Center and university goals.
Qualifications
Experience, Knowledge and Skills
• 2 years' management, customer service and staff supervision experience, Box Office experience preferred.
• 2 years computer experience - Access, Word and Excel skills a plus.
• Proven skills in recruiting, selecting and developing a cohesive, high performing team.
• Effective skills in budgeting, planning, and scheduling.
• Demonstrated organized and unflappable approach to work.
• Creative problem solver able to work effectively and efficiently with minimal supervision
• Strong team player and positive can-do approach to work and challenges.
• Proven experience fostering a professional work environment that encourages teamwork and promotes diversity and inclusivity.
• Excellent verbal, written, interpersonal and customer service skills and experience interacting with multiple and diverse constituencies (patrons, vendors, faculty, staff, community partners).
• Demonstrated organization and follow-up / follow-through skills to ensure objectives are met within established timeframes.
• Well-developed attention to detail, accuracy, and timeliness to effectively prioritize assignments and competing demands to meet given deadlines and objectives.
• Possess high levels of professional acumen, judgment, and leadership to serve in a variety of capacities, as needed, in the absence of the Executive Director.
• Proven ability to work effectively independently and as a member of a team.
• Bachelor's degree or equivalent combination of experience and education.
• Must be willing and able to work a flexible schedule to meet requirements of the position, including early mornings, nights, weekends and holidays.
Application Process
Does this sound like a good fit? Click on the green "I'm interested" button and submit:
1. A cover letter addressing the position qualifications and experience
2. Current résumé
3. Salary requirements
4. Contact information for three professional references.
Applications received by September 9, will receive first consideration. Queens will continue to accept applications until the position is filled.
Additional Information
About Queens University of Charlotte
Located in the heart of the nation's second fastest growing metropolitan area, Queens University of Charlotte leverages the city's diverse and thriving environment as an extended classroom. Nationally recognized for undergraduate programs in international and interdisciplinary education, Queens blends the best of liberal arts learning with professional preparation and community engagement. Focused on supporting success for diverse learners, faculty build close and collaborative relationships with students and help them build intentional and individualized roadmaps for flourishing at Queens and beyond. At the graduate program level, the University offers innovative educational experiences that help learners advance professionally and retool for new opportunities. Our environs afford faculty myriad opportunities to advance their own professional growth and teaching and research interests by collaborating with vibrant industry, non-profit, and community organization sectors.
Because of our history of innovation and our legacy of strong leadership, Queens is positioned to be among the new forerunners of American higher education. This is a defining moment for Queens. While other institutions are focused on sustaining and surviving, we are thinking much bigger.
Institutions that understand what is needed and are willing to reimagine what is possible can position themselves to thrive and strengthen their market position after the pandemic with innovative approaches that are deeply connected to the world and its greatest challenges.
By 2030, Queens aspires to become the leading, private, national university of Charlotte with deep, meaningful, and reciprocal connections to the needs of our local community and economy; inventive and multidisciplinary academic programs that are connected to the world's most pressing challenges and biggest areas of opportunity; a fully connected, integrated, and innovative set of experiences that support holistic wellness and wellbeing; a culture of continuous improvement and investment that enables faculty and staff to flourish and achieve their full potential; and a comprehensive approach to diversity, equity, and inclusion that begins on campus and radiates throughout the community.
Queens University of Charlotte is an equal opportunity employer and is firmly committed to supporting and celebrating all forms of diversity. Queens does not discriminate on the basis of race, color, gender, sex (including pregnancy, childbirth and conditions related to pregnancy or childbirth), sexual orientation, gender identity or expression, religion, age, national origin, disability, political beliefs, veteran status, genetic information or any characteristic protected by law in the administration of its educational and admissions policies, scholarship and loan programs, athletic programs, employment and hiring policies, or other University-administered programs.
Any individual with a disability who needs any reasonable accommodation under the Americans with Disabilities Act to apply for a position or otherwise to participate in Queens' job search/selection process should contact the Director of Human Resources at 704.337.2222.
Physical Requirements (with or without reasonable accommodation) require ability to
• Remain in a stationary position for extended periods (5+ hours) of time.
• Move about inside the workspace and performance spaces to access resources and office equipment, and attend meetings across campus, regularly.
• Exchange accurate information with co-workers and clients, frequently.
• Read reports, create presentations, use a computer system, most of the time
• Communicate with patrons, co-workers, clients and vendors, most of the time.
• Write, type, and use the computer, telephone, copier, and other office equipment systems, most of the time.
• Exert moderate force to move objects, occasionally. Must be able to stand, walk, stoop, kneel, or crouch. Must regularly lift and/or move up to 1 pounds, and occasionally lift and/or move up to 50 pounds.
• Think critically, concentrate on the task at hand, and respond quickly to changes in conditions, most of the time.
Work Conditions
• Must be willing and able to work a flexible schedule to meet requirements of the position, including early mornings, nights, weekends, and holidays.
• Work in office and performance environments and outdoors, involving contact with patrons, students, faculty, staff, visitors, parents, service providers and vendors.
• Work has deadlines, multiple interruptions, high volume and may be stressful at times.
• The noise level in the work environment is usually moderate. Temperatures can vary from location to location, with some events being held outside.
This description is not intended to be an all-inclusive list of duties and responsibilities of this position, nor is it intended to be an exhaustive list of skills and abilities required to do the job. Rather, they are intended to describe the general nature of this position.
SARAH BELK GAMBRELL CENTER for the ARTS and CIVIC ENGAGEMENT
The Sarah Belk Gambrell Center for the Arts and Civic Engagement puts the cultural arts scene at Queens University of Charlotte in the limelight. It is a place for our students, faculty & staff and the greater community to enjoy and appreciate the arts. It is a place to showcase artistic talent, from poetry readings to performances by world-class musicians to artist exhibits.
VENUES
SANDRA LEVINE THEATRE is a 996-1,004-seat performance theater featuring a proscenium stage and house seating in Orchestra, Mezzanine, and Balcony levels.
KATHRYN GREENHOOT RECITAL HALL is a 150-seat concert hall located on the garden level of the Sarah Belk Gambrell Center.
BANK OF AMERICA AND LOEVNER GALLERIES, on the first floor, feature rotating art exhibits by nationally-prominent artists and students and faculty alike. Also on the first floor, the SALVIN ATRIUM and BISSELL LOBBY offer relaxing spaces for students to congregate and performance attendees to enjoy.
THE CAROLYN MCMAHON CENTER FOR MUSIC hosts music classrooms, faculty offices, and Queens' music therapy clinic on the second floor.
The building's third floor features printmaking and painting studios, a photography wet room, and classrooms for interior architecture and design and new media design, in addition to faculty offices.
Job Description
Summary: The Patron Service Manager ensures an exceptional patron experience for the Gambrell Center for the Arts by anticipating patron needs, exceeding expectations, and creating a "wow" factor for guests. This position reports to the Executive Director of the Gambrell Center and manages a comprehensive set of responsibilities (marketing, ticket office, volunteers, and donor relations) to ensure the comfort and safety of guests.
The Patron Services Manager is responsible for establishing and implementing financial and operational procedures necessary to manage annual ticket sales, event volunteers and walk-in inquires. This role requires a dependable, self-motivated, conscientious individual capable of organizing a professional box office that delivers a high level of personalized customer service in a high traffic not-for-profit environment. The work is detail-oriented and varies greatly from day-to-day given the ongoing organizational transition to a fully staffed, operating facility. This position is exempt from provisions of the Fair Labor Standards Act (FLSA) and therefore is not eligible to earn overtime pay or compensatory time off for additional hours worked.
Essential Duties and Responsibilities
Box Office & Member Management
• Oversee all Box Office operations - processing single, season and group ticket orders in a timely and accurate manner.
• Establish procedures and policies that ensure excellent service to patrons, subscribers, donors, volunteers and patrons with special needs.
• Manage Box Office computerized ticketing system, setup events, reports and maintain accurate patron and donor records.
• Maintain membership database, send out renewals, prepare monthly membership reports
• Work with Executive Director to develop and implement marketing strategies that generate ticket sales, ad sales and media trades that meet budgeted income goals. Cultivate new audiences through target marketing initiatives. Promote facility use.
• Work with Marketing on mailing lists, customer service and special sales programs.
• Work with facility renters to setup effective box office services.
• Research artists, art forms and industry and community trends and educate staff.
• Assist with implementing corporate and media sponsorships.
• Create and manage an engaging social media presence on all platforms and protect the organizational brand. Ensure the theatre and events are accurately represented in the Media.
• Greet and direct walk-in traffic. Coordinate with the Executive Director consistent window and phone coverage during business hours.
Event Staff Supervision
• Enforce theatre policies and procedures and implement safety/emergency procedures.
• Schedule, train and supervise seasonal box office clerk(s) to insure competency in all computer, financial and customer service operations.
• Recruit, train and schedule volunteer ushers, ticket takers, and bag checkers. Supervise and manage Volunteer program.
• Schedule, train and supervise part-time staff and house managers.
• House management and event coordination duties as needed.
Financial Reporting
• Establish and enforce box office procedures that insure financial accountability for all staff
• Work closely with campus finance office to ensure all required fiscal requirements are met for tax, auditing, patron and internal reporting and control.
• Create weekly, show and annual reports for settlement, fiscal control and general box office reporting.
Non-Essential Duties: Other duties may be assigned as needed to achieve Gambrell Center and university goals.
Qualifications
Experience, Knowledge and Skills
• 2 years' management, customer service and staff supervision experience, Box Office experience preferred.
• 2 years computer experience - Access, Word and Excel skills a plus.
• Proven skills in recruiting, selecting and developing a cohesive, high performing team.
• Effective skills in budgeting, planning, and scheduling.
• Demonstrated organized and unflappable approach to work.
• Creative problem solver able to work effectively and efficiently with minimal supervision
• Strong team player and positive can-do approach to work and challenges.
• Proven experience fostering a professional work environment that encourages teamwork and promotes diversity and inclusivity.
• Excellent verbal, written, interpersonal and customer service skills and experience interacting with multiple and diverse constituencies (patrons, vendors, faculty, staff, community partners).
• Demonstrated organization and follow-up / follow-through skills to ensure objectives are met within established timeframes.
• Well-developed attention to detail, accuracy, and timeliness to effectively prioritize assignments and competing demands to meet given deadlines and objectives.
• Possess high levels of professional acumen, judgment, and leadership to serve in a variety of capacities, as needed, in the absence of the Executive Director.
• Proven ability to work effectively independently and as a member of a team.
• Bachelor's degree or equivalent combination of experience and education.
• Must be willing and able to work a flexible schedule to meet requirements of the position, including early mornings, nights, weekends and holidays.
Application Process
Does this sound like a good fit? Click on the green "I'm interested" button and submit:
1. A cover letter addressing the position qualifications and experience
2. Current résumé
3. Salary requirements
4. Contact information for three professional references.
Applications received by September 9, will receive first consideration. Queens will continue to accept applications until the position is filled.
Additional Information
About Queens University of Charlotte
Located in the heart of the nation's second fastest growing metropolitan area, Queens University of Charlotte leverages the city's diverse and thriving environment as an extended classroom. Nationally recognized for undergraduate programs in international and interdisciplinary education, Queens blends the best of liberal arts learning with professional preparation and community engagement. Focused on supporting success for diverse learners, faculty build close and collaborative relationships with students and help them build intentional and individualized roadmaps for flourishing at Queens and beyond. At the graduate program level, the University offers innovative educational experiences that help learners advance professionally and retool for new opportunities. Our environs afford faculty myriad opportunities to advance their own professional growth and teaching and research interests by collaborating with vibrant industry, non-profit, and community organization sectors.
Because of our history of innovation and our legacy of strong leadership, Queens is positioned to be among the new forerunners of American higher education. This is a defining moment for Queens. While other institutions are focused on sustaining and surviving, we are thinking much bigger.
Institutions that understand what is needed and are willing to reimagine what is possible can position themselves to thrive and strengthen their market position after the pandemic with innovative approaches that are deeply connected to the world and its greatest challenges.
By 2030, Queens aspires to become the leading, private, national university of Charlotte with deep, meaningful, and reciprocal connections to the needs of our local community and economy; inventive and multidisciplinary academic programs that are connected to the world's most pressing challenges and biggest areas of opportunity; a fully connected, integrated, and innovative set of experiences that support holistic wellness and wellbeing; a culture of continuous improvement and investment that enables faculty and staff to flourish and achieve their full potential; and a comprehensive approach to diversity, equity, and inclusion that begins on campus and radiates throughout the community.
Queens University of Charlotte is an equal opportunity employer and is firmly committed to supporting and celebrating all forms of diversity. Queens does not discriminate on the basis of race, color, gender, sex (including pregnancy, childbirth and conditions related to pregnancy or childbirth), sexual orientation, gender identity or expression, religion, age, national origin, disability, political beliefs, veteran status, genetic information or any characteristic protected by law in the administration of its educational and admissions policies, scholarship and loan programs, athletic programs, employment and hiring policies, or other University-administered programs.
Any individual with a disability who needs any reasonable accommodation under the Americans with Disabilities Act to apply for a position or otherwise to participate in Queens' job search/selection process should contact the Director of Human Resources at 704.337.2222.
Physical Requirements (with or without reasonable accommodation) require ability to
• Remain in a stationary position for extended periods (5+ hours) of time.
• Move about inside the workspace and performance spaces to access resources and office equipment, and attend meetings across campus, regularly.
• Exchange accurate information with co-workers and clients, frequently.
• Read reports, create presentations, use a computer system, most of the time
• Communicate with patrons, co-workers, clients and vendors, most of the time.
• Write, type, and use the computer, telephone, copier, and other office equipment systems, most of the time.
• Exert moderate force to move objects, occasionally. Must be able to stand, walk, stoop, kneel, or crouch. Must regularly lift and/or move up to 1 pounds, and occasionally lift and/or move up to 50 pounds.
• Think critically, concentrate on the task at hand, and respond quickly to changes in conditions, most of the time.
Work Conditions
• Must be willing and able to work a flexible schedule to meet requirements of the position, including early mornings, nights, weekends, and holidays.
• Work in office and performance environments and outdoors, involving contact with patrons, students, faculty, staff, visitors, parents, service providers and vendors.
• Work has deadlines, multiple interruptions, high volume and may be stressful at times.
• The noise level in the work environment is usually moderate. Temperatures can vary from location to location, with some events being held outside.
This description is not intended to be an all-inclusive list of duties and responsibilities of this position, nor is it intended to be an exhaustive list of skills and abilities required to do the job. Rather, they are intended to describe the general nature of this position.
