EMPLOYMENT STATUS: .75 FTE, Exempt REPORTS TO: Patron Services Director SUPERVISES: Front of House (FOH) Staff and Volunteers
Edmonds Center for the Arts (ECA) a 700-seat, state-of-the-art performing arts venue located on the campus of the original Edmonds High School, just 20 minutes north of Seattle, seeks an energetic and customer service driven individual to lead as its Patron Services Manager. ECA presents an array of outstanding performing artists from around the world, provides space, production management, and technical expertise for a variety of community partners and rental clients, and serves more than 75,000 patrons who enjoy the facility annually.
JOB SUMMARY: A Patron Services Manager is responsible for ensuring smooth operation of the daily Front of House (FOH) activities and providing the highest level of personalized customer service to ECA’s audience members and clients. They support the Director of Patron Services to assure that public spaces and the performance venue are ready for patrons and clients, and they create a safe, welcoming, and lively environment for volunteers, support staff, and guests. A Patron Services Manager is a key member of the ECA team, working in partnership with other ECA departments to provide first-class experiences for patrons and rental clients, maximize revenue, and achieve service delivery goals. A Patron Services Manager oversees and/or facilitates all purchasing and sales of concessions, and directly oversees house management staff and volunteers. Like all employees at EPFD/ECA, a Patron Services Manager is expected to collaborate with all team members and remain committed to EFPD/ECA’s mission, vision, and goals.
A Patron Services Manager at EPFD/ECA is committed to justice, equity, diversity, and inclusion, and strives to continuously reflect these values within both internal and external relationships. A Patron Services Manager values a diverse team, is welcoming of different perspectives and approaches, and makes sure that their colleagues and partners feel valued and empowered.
PRIMARY DUTIES & RESPONSIBILITIES: Leadership: ? Provides leadership and oversight of ECA’s Front of House (FOH) activities. ? Directly supervises, mentors, and professionally develops appropriate administrative and volunteer staff as reflected in the EPFD/ECA organizational chart. ? Conducts regular check-ins with direct reports to prepare and anticipate personnel needs and effort distribution to best leverage strengths and EPFD/ECA’s collective knowledge.
Front of House (FOH): ? Acts and/or supports as manager on duty for performances and events and takes responsibility for FOH functions and supervision. ? Maintains readiness standards to ensure FOH is clean, set-up and ready for guests. ? Respond to guest requests and/or grievances; identify, research, and resolve guest issues by interacting as needed with various personnel to develop effective communication to resolve issues and inquiries. ? Oversees purchasing, stocking, storage, and organization of concessions equipment and supplies. ? Manages and updates concession and bar signage and menus. ? Schedules FOH staff and volunteers to work and manage all events that take place on ECA’s campus to ensure adequate coverage for all activities. ? Oversees recruitment and training of a team of volunteers to facilitate concessions and bar sales during ECA performances. ? Recruits, manages, and nurtures additional volunteer staff to fulfill all other performance and event-related requirements. ? Creates and maintains emergency procedures for all paid and volunteer staff and ensures all parties understand and follow procedures as outlined. ? Ensures all FOH staff and volunteers receive regular training on standard operating, safety, and emergency procedures. ? In partnership with the Production Manager, Rental Manager and/or Rental & Events Coordinator, FOH staff, and volunteers, coordinates setup, service, and break-down for events taking place in ECA’s lobby, gymnasium, and classroom spaces.
Marketing: ? Oversees sales of ECA branded and artist merchandise. ? Coordinates merchandise sales and settlements for presented artists and ECA renters.
Admin & Finance: ? Develops a business plan and concepts for ECA’s concessions and retail sales ? In collaboration with the Director of Patron Services, manages and tracks departmental budget and resources effectively. ? Oversees and ensures strict financial oversight of all patron transactions and adheres to EPFD/ECA’s cash handling policies. ? Prepares end of night house reports as needed. ? Prepares and/or provides applicable FOH reports for management and reconciliation with the accounting department. ? Maintains accurate and detailed records including, inventory and sales.
Other Responsibilities: ? Supports the Director of Patron Services in other tasks or duties as needed. ? Works in collaboration with the Director of Finance & Operations to ensure adequate staffing support of events that require additional support or screening of patrons (e.g. COVID Vaccination and/or testing status). ? Works in collaboration with the Director of Patron Services and Director of Finance & Operations to ensure safety and evacuation procedures, industry practices, and venue operating policies are up to date. ? Attends and/or leads internal or external meetings as requested or required. ? Performs other duties as assigned.
PREFERRED KNOWLEDGE, SKILLS AND ABILITIES: ? Genuine interest in the performing arts and delivering stellar patron experiences. ? Outstanding positive management and communication skills: conversational, written, oral and interpersonal. ? Skilled at cultivating and maintaining relationships with people at all levels of an organization—both internal and external—across a diverse range of cultural, generational, ethnic, educational, and social backgrounds. ? Self-starter with ability to work independently as well as in a collaborative environment. ? Ability to flex between “big picture thinking” and “hands on” tasks. ? Strong planning and organizational skills with attention to detail. ? Ability to manage simultaneous, multiple projects, establish priorities, and meet deadlines. ? Fluency with computer applications and ability to learn and understand new technology required. ? Demonstrated cash management skills (e.g. collecting/handling payments, preparing deposits, credit card transactions, and settlement reports). ? Computer proficiency, including Microsoft Office, including Outlook, Word, and Excel.
QUALIFICATIONS, EDUCATION AND EXPERIENCE: ? Bachelor’s Degree in a relevant field or equivalent of education, training, and experience. ? Minimum of 3 years progressive work experience in a performing arts venue as an event manager, house manager or similar, and/or associated experience in a retail environment. ? Knowledge of and experience with Customer Relationship Management (CRM) systems, preferred.? Proven experience with volunteer management. ? Current First Aid Certification.
WORKING CONDITIONS: A Patron Services Manager position requires day, evening, and weekend hours that necessitate flexibility to ensure coverage for performances and special events. ? Prolonged periods of remaining in a stationary position and/or moving about the ECA campus. ? Periods of remaining in a stationary position in an office setting and operating a computer. ? Ability to observe details at close range during computer use and document review. ? Repetitive use of hands and wrists on computers, telephones or other equipment. ? The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. ? Occasionally must be able to lift up to 40 lbs. at a time. ? May have occasional periods of working in outdoor weather conditions.
NOTE: Pursuant to the Immigration Reform and Control Act, all new employees must present acceptable documents verifying identity and authorization to be employed in the United States. Additionally, all applicants must possess a valid Driver’s License. Edmonds Center for the Arts is an Equal Opportunity Employer.
APPLICATION REQUIREMENTS: Please send cover letter describing qualifications, resume, three references, voluntary EEO survey, AND a completed EPFD/ECA Application Form (both available for download at Employment - Who We Are | Edmonds Center for the Arts) to email@example.com OR Patron Services Manager Search, Edmonds Center for the Arts, 410 4th Ave N, Edmonds, WA 98020. No phone calls please. NOTE: An EPFD/ECA Application Form is required for all EPFD/ECA job openings. It is important that you review the application carefully. A candidate may be disqualified due to an incomplete application form. Any individual requiring ADA accommodation during any part of the selection process should advise EPFD/ECA of the need.
About Edmonds Center for the Arts
Edmonds Center for the Arts (ECA) is a 700-seat performing arts venue located on the campus of the original Edmonds High School, just 20 minutes north of Seattle. Originally constructed in 1939, this historic facility was renovated and reopened in 2006 as a state-of-the-art performance hall. ECA curates a performing arts and concert series of approximately 30 artists each Season. In addition, ECA provides arts education and outreach programs for children and seniors and serves as a home for more than 130 events produced by local and regional performing arts organizations and community partners. Visit www.ec4arts.org for more information and event listings. ECA, a non-profit organization hired by the City of Edmonds Public Facilities District, manages the facility. ECA presents an array of outstanding performing artists from around the world, provides space, production management, and technical expertise for a variety of community partners and rental clients, and serves more than 75,000 patrons who enjoy the facility annually.