AUDIENCE SERVICES MANAGER
Department: Administrative, Front of House
Position: Part-Time seasonal, non-exempt. 10-25 hours/week based on the production schedule
Location: New York City, in-person at Ensemble Studio Theatre, with the ability to work remotely pending the production calendar
Compensation: $25/hour
Start Date: On or about September 16, 2024
AUDIENCE SERVICES MANAGER JOB PROFILE
The Audience Services Manager will execute all areas pertaining to box office and Front of House for EST’s productions and developmental programming. For the 2024-25 season, this will consist of 2 mainstage productions, 6 Youngblood Brunches, the EST/Sloan First Light Festival, and other developmental work throughout the season. This will include setting up our ticketing and reservation sites, ticket income tracking and reporting, and group sales. The position will hire and oversee Front of House staff and volunteers, and will report to the Managing Director.
The Audience Services Manager has regular direct interaction with members of the 600 strong EST membership of ensemble artists, as well as audiences, guest artists, donors, and other members of the wider New York City artistic community. They will be a key player in carrying out EST’s values of hospitality and belonging, working with the Co-AD’s, the Managing Director, and the staff at large to ensure a friendly and accessible environment for all who come through our doors. The role is ideal for someone who enjoys customer service and engaging with a wide variety of personalities.
The Audience Services Manager’s primary responsibilities will include:
Box Office
Oversee the box office and manage sales and/or reservations for all EST events
Build and maintain all events on Patron Manager
Lead group sales campaigns and discount codes, and manage communications/sales with group leaders
Provide friendly and timely customer service to anyone reaching out to EST’s box office via phone, email, and in person
Collaborate with GM to manage audience lists for special events such as Opening Night
Collaborate with artistic leadership and the Development department on ticket sales and reservations for Board members, VIP’s and donor cultivation efforts
Manage ticket hold allocations throughout run
Administer financial reporting on all earned income on a weekly basis and following the close of a production
Assist in collecting audience member statistics
Ensure that interactions from all box office and FOH staff create a welcoming environment for audiences from all backgrounds and levels of experience with the performing arts
Front of House
Hire, train, and manage Box Office support, House Manager, concessions, and other front of house staff when needed
Personally staff box office or FOH when necessary
Coordinate with Marketing team for all printed materials, including program.
Prepare signage for all reservations (press, foundational, VIP) as well as reserved seating purchases
Act as point of contact for accessibility questions and general audience inquiries
Communicate with appropriate staff person to resolve issues raised by FOH employees
Collaborate with the Co-AD’s and Community Engagement Manager on audience development initiatives
Communicate with production staff (PSM, ASM) on behalf of audience services
Create FOH plan for each public event (staffing needs, traffic flow for audience) in consultation with MD and Co-AD’s
Manage concessions inventory and ensure concessions bar set up for each performance
Work closely with house management and general management to create a welcoming and smooth FOH experience for our audiences
Engage in anti-racism trainings with the EST staff throughout the year, as well as other professional development (hospitality, etc)
The ideal candidate will:
Have experience working with a performing arts ticketing software
Have the flexibility in their schedule for their hours to fluctuate throughout the season
Possess excellent customer service instincts
Have strong written and verbal communication skills
Be able to work autonomously with rigorous attention to detail
Have strong organizational skills, with the ability to prioritize
Possess the ability to work under pressure with a variety of personalities in rapidly changing circumstances, leading with patience, flexibility, professionalism, and a sense of humor
Ability to prioritize hospitality and audience care when making decisions or recommendations regarding all front of house activities
Be careful and trustworthy in handling sensitive and confidential information
Enjoy engaging with artists of all types and embodying EST’s values of hospitality and belonging
Embody and represent the mission and core values of EST to our artists, technicians, audience, and staff, which includes a dedication to anti-oppressive practices in the theatre and beyond and/or a willingness to learn and embody these practices
We recognize that no one person will encompass all of the experience and qualities that we are seeking, and encourage and welcome applications from candidates with varied backgrounds and different applications of skills. Applicants from historically excluded communities are strongly encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, familial status, sexual orientation, national origin, ability, age, or veteran status.
TO APPLY
Applications will be accepted through Thursday, August 8. Please email a cover letter and resume to jobs@ensemblestudiotheatre.org and type “Audience Services Manager- YOUR NAME” as the subject line. In your cover letter, please describe your relevant experience and philosophy towards hospitality and creating belonging. No phone calls please.