Career Center

Director, Guest Services of University Performing Arts (UPA)

Department: Shea Operations
Position Type: Full Time

Summary:
At William Paterson University, we have the Will.Power. to make a difference and inspire others. Join our diverse team of passionate people and a career that allows you to develop both personally and professionally. Personal attention and achieving success are at the core of what we do. Join our team and soar with your passion!

Are you looking for an inspiring career?

You just found it. William Paterson University invites applications for this full-time and dynamic role, the Director of Guest Services - University Performing Arts (UPA).

Reporting to the President, the Director of Guest Services plays a critical role in providing quality customer service and creates a positive experience for all guests attending events at the University. They are the primary House Manager for all events held at the Shea Center for Performing Arts and the Black Box Theatre and oversees all front of house operations, including pricing and posting events for sale, ticketing, event staffing, concessions, and the associated accounting processes. The position plays a key role in ensuring guests have a fulfilling experience from purchase to performance.

AFT Salary Range 20: $54,831.09 - $85,002.35


Duties:

• Ensures excellent customer service from staff and provides excellent patron experience at all performances.
• Collaborates with administration, determines WP-Presents, Distinguished Lecturer Series, Jazz Series and special Music Department or other event/production ticket pricing, coordinates on-sale dates and posting the shows for sale to the public using ticketing software in a timely fashion.
• Liaises with the Director of Operations and the UPA marketing staff, determining event budgeting including anticipated expenses and revenues prior to booking events.
• Coordinates with the Director of Operations and/or other University offices, performance timelines, including pre and post-show chats, curtain speeches, and intermissions.
• Manages, develops and schedules sales associates in all areas of responsibility. Reports ticket sales to the administration including post-event profit and loss reports. Prepares end of day, event closeout and weekly accounting for the box office.
• Assists UPA marketing staff, creating and disseminating email communications such as pre-show announcements and post-show audience surveys and reporting results to the administration.
• Coordinates with the public and university departments for VIPs and special guest accommodations.
• Partners with UPA Marketing staff, tracks, maintains, and reports on the mailing list, and associated outreach.
• Collaborates with the UPA Marketing staff, produces data reports to support various UPA initiatives such as grants, marketing, institutional advancement, and customer engagement.
• Manages sales of box office concessions and artist merchandise and reporting on expenses and revenues.
• Collaborates also with appropriate University departments, maintaining ticket-scanning equipment and software and the appearance of the lobby and all public areas including proper directional signage.
• Exhibits appropriate, professional demeanor, considerable tact, and courtesy when interacting with members of the public in a variety of situations including resolving conflicts with any patron issues.
• Assumes other related duties/responsibilities for the position and to ensure a great experience for all.

Qualifications:

• Bachelor’s Degree and a minimum two (2) years’ experience with theater front of house operations, with impactful leadership and communication abilities.
• Ability to maintain a consistent physical presence at the designated work location and work a flexible schedule in support of day, evening, and weekend performances.
• Technical skills to post web content and set up shows in the box office management software, execute sales, and produce reporting.
• Ability to develop others with optimizing proficiency in software program.
• Ability to provide effective and welcoming customer service to a diverse demographic.
• Planning, problem solving and organization skills.

Preferred qualifications:

• Experience in Graphic design and digital image manipulation and Social media engagement preferred.
• Experience with Constant Contact or other similar email marketing platforms.
• Ability to move equipment weighing up to 30 pounds and CPR certified.

Attributes and traits:

• Demonstrated ability to communicate effectively with diverse audiences in both verbal and written formats.
• Demonstrated ability to think conceptually, develop and implement policies and procedures independently, and make required administrative/procedural decisions and judgments.
• Demonstrated ability to work independently and collaboratively with all organizational levels.
• Capacity to dissect a problem and think critically about pathways to effective solutions.

Invitation to apply:

Interested candidates will be prompted to complete an application and submit a cover letter. Submission of all documents listed is required for consideration. General questions related to this application process, please contact talent@wpunj.edu.



To apply, visit https://wpunj.hiretouch.com/job-details?jobID=1746&job=director-guest-services-of-university-performing-arts-upa

William Paterson University is dedicated to providing equal opportunities and equal access to all individuals regardless of race or ethnicity, sex/gender (including pregnancy), gender identity or expression, sexual orientation, age, disability, genetic information, marital status, civil union status, familial status, religion, national origin or citizenship, military service status, or any other category protected by law. William Paterson University does not discriminate on the basis of any category stated above or as prohibited by applicable law. Individuals from historically underrepresented backgrounds are encouraged to apply.







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