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Posted: Sunday, December 17, 2017 12:11 AM

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Description

Shakespeare & Company is seeking a motivated, detail-oriented team player to help lead audience services operations. Candidate must be enthusiastic about taking initiative, working laterally with the development and artistic departments, providing excellent customer service, and be able to thrive in a chaotic and energetic environment. Strong interpersonal, communication and organizational skills are a must. Candidate must be able to work independently, prioritize and multi-task while on a deadline. Strong ticketing and customer services experience required.
The Patron Service Manager is responsible for overseeing Ticketing Operations, Customer Service, House Management, Concessions & Gift Shop sales. The goal of this position is an overall enhanced audience experience, from ticket buying to leaving the performance. Patrons are defined as subscribers, single ticket buyers, donors, guests, and visitors to Shakespeare & Company’s performances and main campus. The patron experience includes all patron activities, from inquiry to exiting the theatre. Patron Services is the face of Shakespeare and Company, and this department is responsible for overseeing the creation and maintenance of a seamless and on-going relationship with each patron.

DUTIES and RESPONSIBILITIES:
Ticketing Services – hires, trains, schedules and supervises all ticket sales employees including daily scheduling and supervision; develops and enforces patron policies; executes or oversees all financial reporting and all ticket sales, and resolves all patron concerns or conflicts; serves as liaison for ticket-selling vendor; maintains Shakespeare’s database and builds internal and external events on the same system; creates and enforces ticketing policies and procedures that result in improved customer service and ticket sales; manages patron questions and conflicts with the Company’s interest in mind. Manages holds and releases for all events.
Concessions Services -- hires, trains, schedules and supervises all concessions employees including daily scheduling and supervision; ensures health code compliance; develops menu plans and food orders for concessions services and events; monitors income and expense goals and activities including overseeing or executing daily financial reporting on purchases and sales; serves as liaison for food supply vendors; inventories and orders supplies.
Gift Shop – manages volunteer Gift Shop merchandising committee and volunteer sales committee; orders inventory; arranges display of merchandise; manages physical inventory as needed and at least twice annually.
Shakespeare & Company is seeking a motivated, detail-oriented team player to help lead audience services operations. Candidate must be enthusiastic about taking initiative, working laterally with the development and artistic departments, providing excellent customer service, and be able to thrive in a chaotic and energetic environment. Strong interpersonal, communication and organizational skills are a must. Candidate must be able to work independently, prioritize and multi-task while on a deadline. Strong ticketing and customer services experience required.
Required Qualifications:
• 3 - 5 years of experience working directly with the public in customer service and sales leadership; experience in hospitality industries a strong plus.
• Proven supervisory experience with strong management and organizational skills; able to lead, direct, and inspire employees.
• Experience in effectively managing multiple large-scale tasks simultaneously; excel in organizing and prioritizing.
• Strong written and verbal communication skills; excellent interpersonal skills.
• Impeccable attention to detail, with strong analytical and reporting skills.
• Strong strategic planning and budgeting skills required.
• Ability to accommodate a flexible schedule, including evenings, weekends, and holidays.
• Ability to perform in a fast-paced, dynamic environment and to work collaboratively across the organization.
• Proficiency in Microsoft Office including Word, Excel, Outlook, PowerPoint.
• Knowledge of ticketing systems especially SRO & OvationTix, a strong plus.
• Experience and/or interest in issues of equity, access, and inclusion.
Salery Range: $18-$22 per hour

Application Instructions / Public Contact Information

To apply, please send resume and cover letter with salary requirements to Adam Davis, Managing Director c/o Catherine Wheeler at cwheeler@shakespeare.org

• Location: Lenox, MA, Springfield

• Post ID: 51983562 springfield
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