Patron Experience Manager on Duty

Job Description

Job Description

The application window for this position has an anticipated end date of 08/18/2026 .

Company Overview

The Denver Center for the Performing Arts (DCPA) is one of the largest non-profit theatre organizations in the nation, presenting Broadway tours and producing theatre, cabaret, musicals, and innovative, immersive experiences. Through these experiences and alongside our robust Education program, we engage hundreds of thousands of visitors each year.

The DCPA’s workforce includes more than 300 employed team members in non-union and union positions (in partnership with seven unions). In addition, we employ hundreds of artists and contractors annually. We have a strong volunteer program which includes more than 300 volunteers.

Our Mission: “We engage and inspire through the transformative power of live theatre.”

Culture Statement

For more than 40 years, creativity and community have been the foundation of the Denver Center for the Performing Arts’ success. As a leading cultural organization in the Rocky Mountain West, we are actively participating in a cultural evolution of belonging and anti-racism. Our commitment to reflect the diversity and priorities of our community — in our workplace, audience and programming — has never been more present.

We believe that the theater can transform us — and be transformed by us. We invite you to be part of our Team.

Job Purpose

The Patron Experience Manager on Duty oversees front of house operations each performance date for the Bonfils Theatre Complex, Garner Galleria Theatre, Randy Weeks Conservatory Theatre, and occasional off-campus venues as needed. This position provides exceptional service to patrons attending shows and provides management support to the House Managers and volunteer ushers and ensuring the theatre, lobby, and auxiliary locations are safe, clean and in working condition. The Patron Experience Manager on Duty also supports accessibility initiatives in the theatres listed above as well as for Broadway productions presented by DCPA and occasionally assists with administrative and operational projects of the Patron Experience department. This position is part-time and hourly; available hours are based on the DCPA performance schedule and fluctuate throughout the year.

Duties and Responsibilities

• Provides exceptional customer service.
• Supports patrons with accessibility requirements, including solving seating concerns in coordination with Box Office.
• Responsible for usher check-in procedures, night-of show usher conversations, lobby safety checks and resolving on-site patron complaints with Box Office team.
• Oversees the training and performance of all lobby volunteer positions including ticket scanners and patron services volunteers.
• Oversees the House Management team during show shifts to ensure smooth show, from pre-show to end of show experiences.
• Clearly communicates with Engineering, Facilities, Events and Box Office to resolve any noise, facility, or temperature concerns during a performance.
• Communicates front of house notes into a concise and professional report which is nightly distributed to the current internal email list.
• Communicates additional notes, including usher concerns or compliments, situation details, via spreadsheets, common note files, and volunteer management system.
• This position is a part of the Crisis Management Team in coordination with Security, the Stage Manager, and the Events Manager in case of emergency situations in the theatres of the Bonfils Complex and Garner Galleria Theatre. The Patron Experience Manager on Duty will work to resolve the issue with first response personnel, production team and security.
• Assists in scheduling volunteer ushers via Volgistics system and updating performance notes for staff and volunteers.
• Assists with administrative and operational duties or special projects of the Patron Experience department as needed.
• Serve as a House Manager, Accessible Liaison, or as other support when required.

Qualifications & Experience

• Experience in front of house management, event management, or customer service.

• Excellent communication (written and verbal), interpersonal, and customer service skills.
• Ability to supervise both employees and volunteers.
• Demonstrated ability to handle a fast-paced environment calmly and efficiently.
• Demonstrated ability to troubleshoot and solve problems successfully in high-pressure situations.
• Strong organization and time management skills
• Ability to adhere to compliance and security and safety procedures

• Basic computer skills with some knowledge of Microsoft Office, including Excel, Word, and Outlook.
• Experience in Volgistics helpful.
• This position requires a flexible schedule and the ability to work nights, weekends, and holidays as needed.

• Must be able to lift 30 pounds
• Position requires walking, climbing stairs, reading tickets in various forms, using technology including computers, ticket scanners, radios, earpieces and microphones.

Supervisor Responsibility

Oversees house managers and volunteer ushers each show (no direct reports)

Working Conditions

This position operates primarily in theatre lobbies and theatre houses, during night and weekend hours. Occasional time in a professional office setting, or remotely via video calls, will also be required. This role routinely uses standard office equipment such as computers, photocopiers, and filing cabinets, in addition to technology specific to this role including radios with earpieces, microphones, etc. A portion of duties are likely to be performed in very low lighting within venues during performances.

Physical Requirements

While performing the duties of this job, the employee is regularly required to talk or hear, and consistently communicate over the phone, radio, email, interoffice chat, and in person throughout scheduled shift, in addition to spending long/extended periods in motion. The employee frequently is required to move around the work environment, use hands to handle or feel; and reach with hands and arms, lift at least 30 pounds, and react quickly, specifically when directing attendees as mapped out in emergency plan.

Ability to physically move through various venue lobbies and within respective theatre houses. Ability to climb stairs, read tickets in various forms, use technology including computers and ticket scanners.

Compensation

$24.00 - $26.00 hourly

Benefits

Sick Time Accruals

The DCPA does not require applicants to disclose age, date of birth or dates of attendance and/or graduation from an educational institution in their application for employment. Applicants may redact these and other applicable dates from their resume, transcript, and any other material that they submit as part of their application for employment.

In order to provide high quality, culturally competent care to our patrons, students, guests and team members, it is of highest importance that our hiring practices reflect our values by offering an environment that celebrates diversity and embraces inclusion. All of our team members – regardless of race, ethnicity, sexual orientation, gender identity, age, language, abilities/disabilities, socioeconomic status, geographic region, or other defining characteristics – should feel welcome and valued.