Assistant Patron Services Manager

City Theatre Company (LORT D), Pittsburgh’s leading professional theater dedicated to new plays, seeks to hire an ASSISTANT PATRON SERVICES MANAGER. This is a  full-time, non-exempt hourly staff position providing support to both the Box Office and Front of House operations. When not in performances, this position will work a Monday-Friday 10am to 5pm schedule; when in performances, this position will work primarily a Wednesday to Sunday schedule, with flexing hours surrounding performance times. This position will work between 35-40 hours per week. 

The position reports to the Director of Ticketing & Patron Services and will work closely with the Ticketing Manager and Patron Services Manager. “Front of House” is defined as the department responsible for audience-facing needs, such as seating, ticketing, concessions, guest experience, safety, and customer service.  

Principle responsibilities and duties include, but are not limited to:

• Front of House (approx. 15 to 20 hours/week)
  • Serve as primary or secondary house manager for approximately half of all production performances (approximately 10-14 performances per run). 
    • Secondary house manager also functions as an additional bartender during these shifts.
  • Serve as primary house manager for rentals/events. 
  • Assist the Patron Services Manager with bar/concessions inventory management including restocking and errands. 
  • Assist in schedule coordination and distribution of the volunteer usher corps.
• Box Office (approx. 15 to 20 hours/week)
  • Serve as box office for both daytime hours and night-of-show hours. 
  • Position involves assisting patrons both in person and via telephone. 
  • Processing single ticket sales, subscription package sales, subscription ticket exchanges using Tessitura ticketing software.
  • Assist Ticketing Manager and Dir. of Ticketing & Patron Services with event creation/management within Tessitura.
  • Managing cash, checks, and credit card transactions in a responsible manner. 
  • Handling night of show business including ticket will call, pulling reports, walk-up sales, assisting Front of House, and various duties as assigned. 
• Overall
  • Respond in a timely and professional manner to patron concerns or questions.
  • Work closely with staff colleagues to ensure that all Accessibility and ADA practices are followed. Keep current with all legal       requirements and other standards regarding inclusion and accessibility. City Theatre’s accessibility services include mobility assistance, ASL interpretation, captioning, audio description, and assisted listening devices.
  • Perform clerical tasks including filing, copying, and other various office duties.
  • Serve on organizational committees related to audience activities.
  • Assist in the training and support of part-time patron services staff, including house managers, bartenders, and box office       associates.

The successful candidate will demonstrate:

• Excellent grasp of strong customer service and a commitment to “radical hospitality.”
• Strong interpersonal skills with an “audience-first” manner.
• Ability to work in collaboration with team members from a wide variety of backgrounds and cultures. 
• The ability to multitask – most commonly processing ticket orders while simultaneously on the phone with customers. 
• The ability to communicate thoughtfully and professionally about solutions, capacities, and needs on both a departmental and personal level.
• The capacity to manage a high volume of customer traffic.
• The propensity to use independent judgement when working with customers. 
• Strong organizational skills and working with a high level of accuracy and professionalism and who can maintain confidential information.
• Proficiency in Microsoft Office suite such as Excel and Word, and comfort with web-based software (most applications have moved online), including point-of-sale technology, and the ability to adapt, learn, and trouble-shoot within these platforms.
• Experience using Tessitura (customer relationship management software) is preferred though not required. All Box Office staff will receive comprehensive Tessitura training from the Ticketing Manager and the Director of Ticketing & Patron Services. 
• Ability to initiate, self-start, problem-solve, and meet deadlines with strong attention to detail.
• A commitment to collaboration and the organization’s values, which include a dedicated focus on Equity, Diversity, Inclusion & Accessibility (employees are expected to engage in professional training related to the organization’s anti-racism commitments).
• An enthusiasm for the arts and for delivering a safe, pleasant, and enjoyable experience for arts-goers.

Requirements of position within 45 days of hiring:

· Be RAMP certified (server/seller certificate).

· Position requires physical demands that include either staying in a stationary position for extended periods, moving around two floors of the theater space, bending, and lifting objects that may weigh up to 40 pounds.

· Be licensed to drive in the Commonwealth of Pennsylvania.

· Though some work-from-home opportunities may arise, this position mostly requires on-site responsibilities.

What does success look like?
This is a new position for the organization to create a utility player who will both work across all aspects of the Patron Services department and support the organization at large. Success will involve curating and maintaining a seamless patron experience from the moment they walk through the door through the final curtain call. 

For the individual in the role, this position will provide critical, on-the-ground training for a career in arts administration. Skills to be developed from this role include personnel hiring, training, and management, event planning, problem-solving and de-escalation.

Reporting & Compensation:

The position reports directly to the Director of Ticketing & Patron Services. It is a full-time non-exempt year-round position, with an hourly rate of $18.00 and eligible for overtime compensation, plus a competitive benefits package, including 100% employer-covered health and life insurance, optional vision, dental and FSA plans, and paid vacation and holiday leave. 

To Apply:

Submit cover letter and résumé through the City Theatre hiring portal available under “Auditions & Employment” on the organization’s website; or, alternatively, you may send these materials to email [email protected]. For more information about City Theatre, visit CityTheatreCompany.org. No phone calls.

Not sure you meet 100% of our qualifications? Research shows that men apply for jobs when they fulfill an average of 60% of the criteria. Yet, women and other people who are systematically marginalized tend only to apply if they meet every requirement. If you believe that you could excel in this role, we encourage you to apply.

We are dedicated to considering a broad array of candidates, including those with diverse workplace experiences and backgrounds. So, whether you're returning to work after a gap in employment, simply looking to transition, or taking the next step in your career path, we will be glad to have you on our radar.

Please use your cover letter – which may be directed to Director of Ticketing & Patron Services Joel Ambrose – to tell us about what you hope to bring to this role, and how your background and experience responds to the desired skills and qualities.

ABOUT CITY THEATRE:

City Theatre is an Equal Opportunity Employer dedicated to building a culturally diverse and equitable environment and we strongly encourage applications from BIPOC (Black, Indigenous, People of Color) candidates. In building an equitable work environment, the organization values diverse backgrounds, perspectives, and skill sets. City Theatre does not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. City Theatre is committed to building a team that reflects its values and encourages all interested candidates to apply.

Founded in 1975, City Theatre is in its 51st season as Pittsburgh’s home for bold new plays. Located in the historic South Side on its four-building cultural campus, the company produces a season of regional and world premieres; its renowned Young Playwrights Festival, now in its 26th year; a season-long reading series of new works in progress; and the annual Momentum Festival. City Theatre’s mission is to provide an artistic home for the development and production of contemporary plays that engage and challenge a diverse audience. Its vision is to be the best mid-sized theater in America. Organizational core values are: Community; Collaboration; Equity, Diversity, Inclusion & Accessibility; and Creativity. With an annual average operating budget of over $3.3M, City Theatre is the largest performing arts organization not located in Pittsburgh’s downtown Cultural District and is a constituent and core member of the League of Resident Theaters (LORT), Theatre Communications Group (TCG), and the National New Play Network (NNPN). Clare Drobot serves as Artistic Director alongside Managing Director James McNeel. The current full-time staff numbers 24 with over 100 additional part-time, artist, and contractor staff employed each season. City Theatre is governed by a board of 17 community volunteers (Barbara Rudiak, board president). Learn more at CityTheatreCompany.org.