APAP Career Center

The Patron Services Coordinator is a key liaison to Tarpon Arts' Performing Arts Center patrons and Museum visitors and exemplifies a high level of customer service. This highly visible position oversees Front-of-House operations and directly supports the financial goals of the Tarpon Arts segment of the Cultural & Civic Services Department via ticket sales operations. 

Under limited supervision, is responsible for efficient and accurate coordination of ticket sales operations, including but not limited to selling tickets in person and via phone at all venues

• Point person for handling questions from public regarding show details and prices

• Responsible for implementing ticketing holds and issuing complementary tickets

• Responsible for coordinating all details of group tours and groups attending performances

• Handles concessions – inventory database, ordering, training ticket sales representatives regarding concession procedures

• Maintains clean and orderly ticket sales locations at all venues

• Sells tickets and concessions at all venues as needed

• Maintains Ticket Sales Representative (TSR) procedure manual and manages all aspects TSR training; creates new Standard Operating Procedures (SOPs) as needed.

• Ensure departmental compliance with city procedures and potential auditing red flags

• Deliver programs to show venue prior to volunteer arrival for distribution

• Deliver all necessary equipment and materials to performance venue for shows

• Ensure all banks have adequate change at all times for concessions and shows

• Pick up of monies from weekend shows/events for cash edit/deposit

Coordinate and schedule Tarpon Arts Volunteers and Docents

• Patron Services Coordinator is responsive to day-to-day staffing issues and concerns. Act as department contact for recruiting, training, scheduling and tracking volunteers and docents to assist with Tarpon Arts daily operations, shows and special events as needed for all venues

• Maintain master volunteer usher/front of house schedule for all Tarpon Arts performances

• Track all volunteer/docent hours regularly for recognition, show tickets, grants, etc.

• Plan, organize and lead regular training and appreciation events

• Implement new quarterly newsletters for volunteers and docents

• Oversee the continued accuracy of the Ticket Sales Manual, Docent Manual, and Usher Manual

Oversee Tarpon Arts' Venues - quality control and maintenance, public readiness

• Ensure continued cleanliness of all facilities by visiting regularly and being liaison to cleaning crew of any issues or special needs; including ticket sales office at Performing Arts Center (PAC) and PAC Lobby; Cultural Center, Heritage Center and Safford House; keep an up-to-date database of visits and conditions, issues and resolutions. 
• Communicate any necessary work orders to Asst. Director and advise of any additional cleaning needs; indicate urgency level. Place work orders when needed and requested by Director and Asst. Director.
• Event Set Up and Tear Down: ensure tables, chairs, podium, misc. equipment that is used for any event/show/meeting is appropriately stored away and venue is ready any presentable for the public; all lights are shut off; A/C thermostats adjusted, door locked, alarm set, etc.

Act as the Patron and Volunteer Liaison for all performances/events

• Compile and distribute relevant information regarding individual performances to volunteer team
• Attend every Tarpon Arts performance at the Performing Arts Center to act as volunteer and patron liaison ensuring stellar customer services, coordinating merchandise sales of artists, coordinating hospitality for artists as requested by Director and/or Asst. Director, ensuring ADA compliance with wheelchair-accessible seating areas and distribution of hearing assistance devices, and overseeing concessions and ticket sales
• Act as Manager on Duty at all performances, overseeing the Front of House team, ensuring that employees and volunteers are working towards creating a welcoming and friendly environment for our patrons
• Responsible for securing the concessions stand, ticket office, lobby and PAC auditorium following each performance and returning all facility areas to normal operating conditions
• Present designated signee with check following performance and obtain all necessary information and signatures

Act as main department expert for Tarpon Arts Ticketing System Software:

• Enter all shows/events into Audience View ticketing software, ensuring accuracy of details, pricing, venue location, etc.… 
• Handle troubleshooting for staff and provide training when necessary
• Run reports as requested by management
• Add/delete/change discount codes and pricing structures when needed

General Duties that support departmental personnel and contribute to excellent customer service

• Stay current on ticket office sales procedures and be available to work in any of our venue's ticket office if no other staff is available.
• If the designated staff member is on phone or out of office, be prepared to assist patrons that visit the Heritage Museum -- whether they are visiting the museum or purchasing tickets.
• Provide reports for monthly department meetings as requested.
• Receives and receipts payment of monies, fees, and donations collected for Tarpon Arts Locations, including but not limited to: ticket sales, concessions, Performing Arts, Heritage Museum, Cultural Center, and Safford House. (As needed)
• Balances Cash Drawer and prepares deposits. (As needed)
• Act as final sign off for ticket office concessions and show settlement.
• Performs all other duties as required.

Key competencies include the following attributes:

• Interpersonal Skills: professional, polite, friendly and helpful; effective communicator - verbally and written; provides excellent customer service; pays attention to detail; enthusiastic and has positive "can do" attitude; ability to work under deadlines
• Self-Management: Independently pursues job tasks in an organized & efficient manner; demonstrates self-control; excellent time management skills; dresses appropriately for job and arrives to work on time
• Planning & Organizing: develops procedures, processes and systems for order, accuracy, efficiency and productivity within job responsibilities; creates and updates Standard Operating Procedures (SOPs) as necessary.
• Personal Accountability: prioritizes and completes necessary tasks on time; assumes accountability for personal actions
• Team Support: assists other team members without being told; becomes knowledgeable of job duties of other team members and explores ways to be supportive and/or improve 
• Team effectiveness and excellence

Preferred Experience and Education:

Four-year degree or 3+ years in a similar role 
Proficient in Microsoft Office Suite

Experience with various ticket sales platforms and box office operations
Experienced in database creation and maintenance; business letter writing Strong communication skills, both written and verbal
Must be able to maintain confidential information

LICENSURE
Valid Florida Driver's License and reliable transportation

About Tarpon Arts

Tarpon Arts is the City of Tarpon Springs’ Department of Cultural Services/Division of Arts & Historical Resources and also supports the City’s heritage and historic preservation activities. The mission of Tarpon Arts is to present stimulating, engaging, and educational performances, workshops, festivals, concerts, and visual arts that celebrate the unique heritage and culture of Tarpon Springs and the State of Florida, while bringing nationally-acclaimed artists to the community establishing Tarpon Springs as a dynamic cultural destination. Tarpon Arts manages and programs four venues throughout the city: Tarpon Springs Performing Arts Center, Tarpon Springs Cultural Center, Tarpon Springs Heritage Museum and 1883 Safford House Museum.

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