Manager of Patron Services

Job title:

Manager of Patron Services

Company

Job description

The Young Centre for the Performing Arts is seeking a Manager of Patron Services in a full time position. This person will lead our Patron Services team, including Box Office and Front of House staff, in creating a welcoming and wonderful experience for all who visit.LEADER IN PATRON SERVICES
1. Lead by example with a proactive approach to patron services for all customers and clients of the Young Centre.
2. Ensure Patron Service issues are resolved in a timely and pleasant manner.
3. Maintain ongoing communication and rapport with other departments to fulfill Box Office and Front of House requirements.
4. Maintain up to date knowledge of the expectations of the AODA as it relates to the accessibility of the Young Centre spaces.
5. Liaise with Building Operations Management, Stage Door Café Manager and Stage Management to ensure the smooth running and timing of all performances in a clean, positive and safe environment for Staff, Patrons, and Artists.
6. In conjunction with the Operations Services Coordinator, act as a client liaison during special events when required.
LEADER OF STAFF
1. Administer the hiring, training and supervision, with assistance from Duty Managers, of all part-time patron services staff in both Box Office and Front of House departments.
2. Create and disseminate schedules for part time departmental staff and prepare departmental timecards for payroll.
3. Have thorough knowledge of collective agreement with IATSE B-173, to ensure adherence to the agreement for both staff and management.
4. In conjunction with the Senior Manager and the Duty Managers, complete performance reviews for parttime FOH and Box Office staff.
5. In conjunction with the Duty Managers, coordinate the Young Centre’s Volunteer Usher Program.
LEADER IN DATABASE KNOWLEDGE
1. Maintain extensive knowledge of the use of the Tessitura Ticketing Software, including online ticketing portal, and ensure data integrity.
2. Keep track of ticket inventory including ticket allocations and ticket holds, internal ticket orders for departments, as well as various ticketing processes using the Tessitura Ticketing Software.
3. Assist in the processes of performance and package builds to meet on-sale deadlines as needed.
4. Assist resident companies in development and oversight of telemarketing leads.
5. Provide ticketing services and assistance to Soulpepper Community Outreach team including education, and non-education groups.
6. Maintain current information and practices regarding issues of individual privacy, operation of box office equipment and software, refunding, ticket scalping etc.
7. Reconcile daily cash, credit card and debit deposits and post batches to finalize transactions.

Expected salary

Location

Toronto, ON

Job date

Thu, 26 Sep 2024 05:19:58 GMT

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