As the Commonwealth’s flagship campus, the University of Massachusetts Amherst is making a profound, transformative impact to the common good. We are the largest public research university in New England, distinguished by the excellence and breadth of our academic, research and community outreach programs. We have a comprehensive and nationally-recognized Division I athletics program, and our campus culture typifies the ultimate public university experience with diverse students and deep community engagement.
The Fine Arts Center at the University of Massachusetts Amherst seeks a highly qualified individual to serve as Audience Services Manager. The Audience Services Manager is responsible for the welfare of all members of the public on the premises of the Fine Arts Center-operated facilities, and for maintaining high standards of customer service for all facility users. S/he oversees all audience related services at the Fine Arts Center including ensuring public safety and courteous customer service, negotiating and arranging facility rentals and schedules, and all front of house operations to include oversight of customer service staff (house managers, ushers, concessions personnel and cleaning crews).
Ensures the highest standards of public safety for audiences in Fine Arts Center (FAC)-operated facilities. Reviews and revises emergency procedures on an annual basis, ensuring that certified health and safety personnel are on site for all events. Ensures that front of house staff are trained and prepared in emergency procedures; schedules and practices emergency drills; and keeps records to ensure that appropriate response occurs in emergency situations. Investigates causes of all evacuations or other emergency actions and distributes findings to relevant staff.
Responds to and deals with any emergency in FAC facilities in liaison with senior personnel and addresses the audience if necessary.
Ensures that audience members and facility users are assisted in a caring and welcoming manner when at FAC facilities and that all necessary customer services are provided. Facilitates communication within the customer service team and ensures communication with all relevant facility staff including, event producer, stage manager, back of house, and box office.
Responsible for the Fine Arts Center Booking Calendar. Maintains the schedules and facilitates booking the Concert Hall, Concert Hall Lobby, and Bowker Auditorium for all user groups. Maintains calendar of off-site FAC performances. Negotiates, arranges, prepares and manages all booking contracts and facility rentals. Develops and implements processes for communicating usage policies with facility users and providing customer education. Facilitates communication and coordinates hall schedules with technical staff, box office and all relevant FAC departments.
Responsible for all front-of-house operations in the Fine Arts Center Concert Hall and lobby, Bowker Auditorium, and Bezanson Recital Hall with an emphasis on providing public safety and customer service to all facility patrons. Recruits, interviews, hires, trains, and supervises staff for house management, ushering, and concessions and coordinates services of the concession vendor. Coordinates volunteer usher program. Oversees house management and ushering, including staffing, program assembly and distribution, patron issue resolution, etc. Oversee the management of cleaning services to all facilities prior to and between events.
Prepares and administers budget for front of house operations including processing invoices through the FAC recharge database system, tracking expenses and revenues, reconciling merchandise sales reports and working with FAC business office to compensate front of house staff, make deposits and reconcile facility rentals.
Bachelor's degree and 2-3 years’ experience in the performing arts, technical theater or arts administration.
Ability to work frequent evening and weekend hours.
Excellent interpersonal skills; computer literacy, and detail oriented.
Ability to interact with a variety of publics in a professional manner.
PROFESSIONAL STAFF SALARY ADMINISTRATION PROGRAM POSITION LEVEL 26
On-campus applicants are defined as Amherst campus non-student employees.
Applicants should apply online by the priority deadline of August 18, 2017, in order to ensure consideration. Applications may be accepted after the priority date until a suitable candidate pool has been identified.
The University of Massachusetts is committed to a policy of equal opportunity without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origins, ancestry, disability, military status, or genetic information in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, the University of Massachusetts is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of the University of Massachusetts to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.