Patron Experience Manager
Seattle Children's Theatre 210 Thomas St, Seattle, WA 98109 Start Date: 11/18/2024 Full-Time
Position: Patron Experience Manager Department: Reports to: Deputy Managing Director Classification: Regular, Full-time, Non Exempt Grade: 25 Salary: $31.68
About SCT: Since 1975, SCT has been enchanting audiences with professional theatre and arts education, reaching over 4 million children in the Puget Sound region and beyond. We value diversity, inclusivity, and creativity in all we do. We encourage you to explore our website to discover more about our mission, values, and the exciting work we do in bringing world-class theatre to young audiences.
Position Summary: The Patron Experience Manager oversees patrons' journey from arrival to departure, co-leading the Experience Team in collaboration with artistic, production, and marketing teams to deliver memorable experiences. This role ensures the safety and comfort of audience members, students, event attendees, and rental clients. Responsibilities include leading the events team—volunteers, Front of House staff, Gift Shop, and Concessions—and managing the Volunteer Program to create an organized, engaging experience that supports SCT's mission.
Additionally, this position participates in all-staff activities, including meetings, antiracism efforts, and fostering a positive organizational culture.
Primary Responsibilities:
Front of House Leadership:
- Managing the Front of House team, including House Managers, Guest Services Associates, and Gift & Concessions staff. Oversee hiring, onboarding, training, and performance evaluations.
- Managing Gift Shop and Concessions inventory, adjusting seasonally to meet audience demand.
- Assisting the Director of Operations with annual budget development and management.
- Coordinating staffing, volunteers, food & beverage, parking, and security for Opening Night and related events.
- Developing and maintaining policies for will-call procedures, phone message systems, cash handling, scheduling, and deposits.
Volunteer Program Management:
- Recruiting, training, and scheduling volunteers for various roles, including event support, ushering, and special projects.
- Developing volunteer engagement initiatives to ensure ongoing motivation and recognition.
- Conducting regular evaluations to provide feedback and support, fostering a positive volunteer culture.
- Coordinating volunteer resources for major events, ensuring adequate coverage and support.
Rental Management:
- Managing the rentals program and expanding the portfolio to increase revenue from events.
- Providing an annual public benefit report on facility rental use, differentiating between nonprofit and commercial usage.
- Managing budgets for rental clients, including use of rooms, event equipment, and support staff.
- Scheduling front of house, stage operations, facility, and production equipment as needed for rental events.
Safety Committee Participation:
- Actively participate in the Safety Committee, contributing to policies and procedures that ensure a safe environment for all visitors and staff.
Desired Skills and Qualifications:
- 3+ years professional experience, including experience in customer service management, preferably in an arts environment.
- Experience managing a team.
- Excellent computer skills in a Microsoft Windows environment. Must include Excel and demonstrated skills in record keeping.
- Experience working within Tessitura a plus.
- Effective oral and written communication.
- Excellent interpersonal and coaching skills.
- Evidence of the practice of a high level of confidentiality.
- Excellent organizational skills.
- Ability to work a flexible schedule, including regular evening and weekend hours.
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