Patron Services Manager, Performing Arts Center

City of Sandy Springs, Georgia

PATRON SERVICES MANAGER

SANDY SPRINGS PERFORMING ARTS CENTER

CITY SPRINGS

Purpose of Classification:

The Patron Services Manager manages front of house operations and needs for events at City Springs and the Sandy Springs Performing Arts Center. Working closely with the Box Office Manager, this position will be directly responsible for providing excellent customer service to patrons of our state-of-the-art venues, including but not limited to ticketing, house management, security, and ushering. This position will manage part time staff, contracted staff and volunteers, and is responsible for their selection, training, motivation and evaluation.
Essential Functions:

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

• Assist patrons with their needs during events and resolve conflicts:
  • Provide excellent customer service to enhance the overall patron experience.
  • Address and resolve any conflicts or issues that may arise during events promptly.
• Work with the Volunteer Coordinator:
  • Collaborate with the Volunteer Coordinator to supervise, train, and recruit volunteer ushers.
  • Ensure that ushers are well-prepared to assist patrons effectively.
• Maintain knowledge of current events:
  • Stay informed about ongoing activities and updates in all City Springs facilities.
• Perform event house management duties:
  • Regularly oversee event house management to ensure smooth operations.
  • Coordinate and communicate effectively with different departments.
  • Be proactive in all facets of event preparation.
• Update and relay house-related event information:
  • Keep all relevant departments and clients informed about house-related event details.
• Investigate and resolve patron issues:
  • Thoroughly investigate and address any issues or concerns raised by patrons.
  • Create and standardize a service recovery plan.
• Ensure compliance with ADA laws and standards:
  • Implement measures to guarantee compliance with relevant ADA laws and standards.
• Track attendance and essential metrics:
  • Collaborate with the Box Office Manager to monitor attendance and other key metrics for events.
• Management of customer service:
  • Oversee all aspects of customer service for both internal and external customers.
  • Ensure that the guest services table is properly staffed and has all the necessary resources for patrons during events.
• Plan, direct, evaluate, and provide leadership:
  • Lead and provide guidance for front-of-house personnel.
  • Evaluate performance and provide constructive feedback to all.
  • Create Standard Operating Procedures for necessary FOH processes.
• Establish and maintain effective relationships:
  • Foster positive working relationships with internal and external stakeholders.
• Oversee coordination and staffing of event security:
  • Manage the coordination and staffing of security for each event.
  • Ensure a safe and secure environment for patrons and staff.
• Complete Merch settlement during events:
  • Take responsibility for the settlement of merchandise transactions during events.
• Exercise confidentiality and integrity:

• Handle personal and financial customer information with the utmost confidentiality and integrity.
• Oversee Lost & Found process.

• Manage, train, and hire part-time event coordinators:
  • Oversee a team of part-time event coordinators.
  • Provide training, manage their responsibilities, and participate in the hiring process

Performs other related duties as required.
Minimum Qualifications:

Bachelor’s degree preferred; Three (3) years of experience; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Specific License or Certification Required: Must possess and maintain a valid Georgia driver’s license.

Specific Knowledge, Skills, or Abilities: Knowledge of a variety of office equipment such as, photocopiers, and multi-line telephone systems. Skill in communication, both verbally and in written form. Ability to use personal computer and software applications for creating spreadsheets, correspondence, presentations, reports, databases, etc. Proficient in spelling, punctuation, and grammar. Ability to work flexible hours including mostly weekends, evenings, and holidays as workload demands and as assigned.
Performance Aptitudes:

Data Utilization: Requires the ability to review, classify, categorize, prioritize, and/or analyze data. Includes exercising discretion in determining data classification, and in referencing such analysis to established standards for the purpose of recognizing actual or probable interactive effects and relationships.

Human Interaction: Requires the ability to provide guidance, assistance, and/or interpretation to others regarding the application of procedures and standards to specific situations.

Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions.

Verbal Aptitude: Requires the ability to utilize a wide variety of reference, descriptive, and/or advisory data and information.

Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and division; the ability to calculate decimals and percentages; the ability to utilize principles of fractions; and the ability to interpret graphs.

Functional Reasoning: Requires the ability to apply principles of rational systems; to interpret instructions furnished in written, oral, diagrammatic, or schedule form; and to exercise independent judgment to adopt or modify methods and standards to meet variations in assigned objectives.

Situational Reasoning: Requires the ability to exercise judgment, decisiveness, and creativity in critical and/or unexpected situations involving moderate risk to the organization.
ADA Compliance:

Physical Ability: Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials up to 20 pounds. Tasks may involve extended periods of time at a keyboard or workstation.

Sensory Requirements: Some tasks require the ability to perceive and discriminate sounds and visual cues or signals. Some tasks require the ability to communicate orally.

Environmental Factors: Essential functions are regularly performed without exposure to adverse environmental conditions.

The City of Sandy Springs is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the City will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.