JOB TITLE: Audience Services Coordinator
DEPARTMENT: Operations
REPORTS TO: House Manager
FLSA CLASSIFICATION: Non-Exempt
EFFECTIVE DATE: 2021
Position Summary: Oversee the duties of Volunteers and facilitate Front of House activities to provide the best possible experience for audiences.

Essential Functions:

• Work a minimum of three days per week of a Broadway engagement in addition to performance-based rentals throughout each month.
• Meet with the Director of Operations/House Manager/Front of House Manager/Manager of Events & Hospitality prior to the Volunteer arrival time to review any necessary performance information.
• Be the liaison between Spotlight/Usher Volunteers and House Manager/Front of House staff
• Encourage Volunteers to assist with pre-show work, primarily stuffing playbills, concession stand preparations, etc.
• Oversee Volunteer placement to make sure there is adequate coverage for each level of the theatre before, during and after the performance, as well as at intermission.
• Manage the activities in your assigned lobby and auditorium space during performances, lending a hand in other areas when needed.
• Facilitate any Holds as determined by the show.
• If possible, assist with concession sales to expedite transactions at candy counters. Work with Volunteers to restock during Act I and after intermission.
• Help facilitate a positive experience for Patrons, resolving any issues or concerns as they arise, contacting the House Manager if necessary.
• Work with the Volunteers to see that any patron issues are resolved in a timely manner. Any significant issues must be relayed to the House Manager.
• Always be aware of surroundings (inside and outside of the theatre) and work to maintain a safe and clean environment for patrons, volunteers and staff addressing issues immediately as they arise.
• Should an emergency arise, assess the situation and provide all information to the House Manager and wait for instructions on how to react. Keep calm until a plan is issued. Complete required incident reports.
• At the end of the evening debrief Volunteers–inquire about any patron issues that took place during the performance so the house manager can provide details in performance reports.
• Attend and assist at the annual volunteer education session.

Additional Responsibilities:

• Assist in any ticketing issues and report to the box office.
• Other projects as assigned.

Education and Experience:

• High School Diploma or equivalent
• Previous experience in Customer Service strongly preferred

Knowledge, Skills and Abilities:

• Strong verbal and interpersonal communication skills.
• Ability to think on your feet and resolve issues in a timely manner.
• Attention to detail.
• Strong leadership skills and the ability to delegate tasks accordingly.
• Able to climb stairs
• Agree to be trained by Shea’s in CPR, First Aid, AED and bloodborne pathogen management