Guest Services Manager

Guest Services ManagerOpera Philadelphia is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of anti-racism and to providing employees with a work environment free of discrimination and harassment. All hiring decisions are based on business needs, job requirements and individual qualifications. We do not discriminate in our process based on race, color, religion or belief, age, gender identity, sexual orientation, disability, or family status. Opera Philadelphia strongly encourages individuals from historically marginalized communities to apply.Employment: SalaryFLSA Status: ExemptReports to: Director of Guest ServicesCompensation: $50,000 - $60,000Department: Guest ServicesImportant Dept Relationships: Marketing; PhilanthropyCentral Role: The Guest Services Manager is responsible for ensuring the efficient daily operation of the Guest Services Department. This includes acting as shift supervisor, managing department workflow, and creating department processes and procedures. They must provide leadership and guidance to Guest Services Associates. In addition, they are responsible for all Opera Philadelphia artistic, press, and industry ticketing operations. They will possess expert knowledge of Opera Philadelphia performances, events, and streaming programs, and will go above and beyond to ensure an extraordinary, concierge-style customer experience. They will possess knowledge of data reporting and are responsible for designing reports using Tessitura Analytics to assist in analyzing audience and sales data.Responsibilities:Provide concierge-style customer service for all Opera Philadelphia guestsServe as a front-line team member by facilitating orders and inquiries via multiple channels (inbound phone, chat, email, mail, fax, and in person)Process subscription/package sales, ticket orders, exchanges, ticket donations, and contributions; ensure accuracy for financial accountability and reportingPossess expert product knowledge and enthusiasm for operaResponsible for creating and administering the complimentary ticket program, including artistic, press and industry needsMake product recommendations and actively upsell ticket packages, engagement events, and memberships to build patron affinityWork with internal partners on the creation and maintenance of reports using Tessitura Analytics.Responsible for coordinating ticketing special offers and discount setup internally, and with third-party vendorsAssist in the creation and recording of Guest Services departmental procedures and standardsAssist in the creation and management of performances using established standardsCreate monthly schedule for Guest Services AssociatesAct as a shift supervisor for Guest Services AssociatesProvide and create analysis for Guest Services budget trackingMentor Guest Services AssociatesServe as training supervisor for new Guest Services staff; schedule and facilitate refresher trainings for all ticketing areas.Manage departmental hold codes and provide analysis and recommendations to management when neededAct as a liaison between various internal and external constituents and the Opera Philadelphia box office to process orders and ensure accurate distribution in various performance venuesOversee Opera Philadelphia's Group Sale ProgramMonitor designated email inboxes and delegate appropriate inquiries to Guest Services AssociatesParticipate in targeted outbound sales efforts and provide analysisField customer service issues, record patron feedback and preferences, and identify prospects for further cultivationPerform quality assurance duties as requested by Director of Guest ServicesServe as an Opera Philadelphia representative at performances and eventsAssist with mailings, patron correspondence, and data entry projectsParticipate in ongoing consumer research and analyze data collectedPhilanthropy SupportSupport the VIP ticketing inventory and process:Coordinate answering and service on the VIP Services phone line with the Philanthropy teamConfer with the Chief Philanthropy Officer and Associate Director of Individual Giving regarding development holds that are needed for the season, and when those holds should be releasedCollaboration with Director of Events on distribution of printed tickets at pre-performance dinners & other eventsRelated duties as assignedQualifications:High school diploma or equivalent required. Associate degree preferred3+ years of customer service in sales, ticketing services, or hospitalityExperience directly managing staffPossess expert product knowledge and enthusiasm for operaOutstanding customer service skillsVisible leadership skillsAbility to communicate priorities as part of a close teamExcellent verbal and written communication skillsAbility to interact with people from diverse backgroundsMeticulous attention to detail and strong organizational skillsWorking knowledge of Microsoft Office/Outlook/Excel/Power BIKnowledge of DAX, M (Power Query), a plusFamiliarity with ticketing software, preferably Tessitura, a plusAbility to successfully thrive under pressure and navigate competing priorities on tight deadlinesGood work ethic, high standards, and the ability to work in a team environmentMust exercise good judgment, show initiative, and handle sensitive data in a trustworthy mannerDiscretion, maturity, and composure, especially under pressureInterest/knowledge in opera, music, or the performing artsAbility to work flexible days and hours to provide proper coverage.Occasional weekend and evening work required.