Patron Services Manager

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Job ID

61425

Location

Columbia

Full/Part Time

Full-Time

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Hiring Department

Student Unions

Job Description

The Patron Services Manager is the full-time staff person responsible for the coordination and quality control of patron services for Jesse Auditorium and The Missouri Theatre. This includes general upkeep of the patron spaces (lobbies), managing the house management and ticketing staff, and directly managing high-profile or complex shows. This position is also responsible for working with clients to coordinate front of house needs and set up ticketing as needed, create the show builds in Archtics and/or on Ticketmaster Host, create promotions, ensure information is communicated effectively via in person, phone, and electronic communication with patrons through the house management and box office staff, and resolve ticketing issues as they arise. This position also manages the marketing function for the department by creating and placing assets on the website, digital signage, marquees, and social media.

Staff Management

• Hire, train, schedule, and discipline part-time house management and ticket sales staff.
• Set clear performance expectations, procedures, and processes for Front of House and Box Office operations.
• Assign staff to functional positions in advance of events ensuring that event staff rosters are filled with qualified staff for each event.
• Coordinate volunteer front of house staff as needed to fill usher, greeting, and ticket scanning positions.
• Develop and implement training procedures for paid staff and volunteers.
• Provide ongoing coaching and training as needed.
• Confirm and approve staff time in EMS for billing.
• Process biweekly payroll reconciliation and approval.

Advance Coordination

• Review upcoming event information in EMS to ensure that front of house and ticketing information and instructions are clear and complete. Update sales numbers on a regular basis.
• Produce any drawings or documentation needed for custom equipment setups.
• Produce any custom signage needed for an event.
• When possible, setup equipment and signage prior to the FOH staff arriving.
• Prep paperwork and name badges for each higher service level event:

o Prepare and print a staff roster for each house manager.

o Pull name tags for those scheduled to work, if needed.

o Print off day of training sheets as needed.

• Generate ticketing reports manually or through automation to track ticket sales and settle shows.

Marketing

• Work with clients to obtain show information and graphics to produce or reproduce event marketing

material.

• Develop schedules for when and where to display the marketing materials.
• Obtain approval from clients for the marketing plans.
• Update EMS with marketing billing as needed.

Maintenance

• Ensure that standard furniture and equipment setups are maintained in all patron spaces, particularly pre and post event.
• Ensure that patron spaces are maintained for order, cleanliness, and facility concerns including the lobbies, box office spaces, auditorium seating areas, and any FOH equipment storage closets for Jesse Auditorium and the Missouri Theatre.
• Maintain supplies needed for FOH operations such as flashlights, batteries, tape, signage, etc.
• Ensure that lost and found is organized and managed using the house management staff to collect and tag items and the box office staff to make an effort to return lost items.

Improvement

• Implement changes necessary to improve the quality and efficiency of patron services.
• Suggest changes to upper management to improve the quality and efficiency of patron services when implementation is beyond personal scope.

Shift

Monday-Friday 8am-5pm, with possible flexible schedule to assist on nights and weekends

Minimum Qualifications

Associate's degree or an equivalent combination of education and experience and at least 3 years of experience from which comparable knowledge and skills can be acquired is necessary

Preferred Qualifications

Microsoft Office Suite

Anticipated Hiring Range

Salary Range: $23.00-$24.00 per hour

Grade: GGS 008

University Title: CSM Operations Coordinator.

Internal applicants can determine their University title by accessing the Talent Profile tile in myHR.

Sponsorship Information

Visa Sponsorship Information:

Applicants must be authorized to work in the United States. The University will not sponsor applicants for this position for employment visas.

Community Information

Columbia offers small-town friendliness with big city features and a high quality of life for people of all ages and interests. Founded on education and known as an ideal college town, its location also makes it an attractive spot for businesses and travelers. Located on Interstate 70 and U.S. Highway 63, Columbia is right in the middle of the state and the nation. Just a couple hours' drive from St. Louis and Kansas City, Columbia is Boone County's largest population center offering big-city culture, activities, and resources with a low cost of living. Columbia is home to a variety of restaurants and entertainment venues and hosts more than a dozen festivals each year. If you want to grow your career, continue your education, raise a family, and retire, Columbia is a good place to be!

Benefit Eligibility

This position is eligible for University benefits. As part of your total compensation, the University offers a comprehensive benefits package, including medical, dental and vision plans, retirement, paid time off, short- and long-term disability, paid parental leave, paid caregiver leave, and educational fee discounts for all four UM System campuses. For additional information on University benefits, please visit the Faculty & Staff Benefits website at https://www.umsystem.edu/departments-staff/human-resources/benefits-retirement

Equal Employment Opportunity

The University of Missouri is an Equal Opportunity Employer.

To request ADA accommodations, please call the Director of Accessibility and ADA at 573-884-7278.