Guest Services Manager

Guest Services Manager

Opera 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: Salary

FLSA Status: Exempt

Reports to: Director of Guest Services

Compensation: $50,000 - $60,000

Department: Guest Services

Important Dept Relationships: Marketing; Philanthropy

Central 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 guests
• Serve 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 reporting
• Possess expert product knowledge and enthusiasm for opera
• Responsible for creating and administering the complimentary ticket program, including artistic, press and industry needs
• Make product recommendations and actively upsell ticket packages, engagement events, and memberships to build patron affinity
• Work 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 vendors
• Assist in the creation and recording of Guest Services departmental procedures and standards
• Assist in the creation and management of performances using established standards
• Create monthly schedule for Guest Services Associates
• Act as a shift supervisor for Guest Services Associates
• Provide and create analysis for Guest Services budget tracking
• Mentor Guest Services Associates
• Serve 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 needed
• Act 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 venues
• Oversee Opera Philadelphia's Group Sale Program
• Monitor designated email inboxes and delegate appropriate inquiries to Guest Services Associates
• Participate in targeted outbound sales efforts and provide analysis
• Field customer service issues, record patron feedback and preferences, and identify prospects for further cultivation
• Perform quality assurance duties as requested by Director of Guest Services
• Serve as an Opera Philadelphia representative at performances and events
• Assist with mailings, patron correspondence, and data entry projects
• Participate in ongoing consumer research and analyze data collected

Philanthropy Support

• Support the VIP ticketing inventory and process:
• Coordinate answering and service on the VIP Services phone line with the Philanthropy team
• Confer 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 released
• Collaboration with Director of Events on distribution of printed tickets at pre-performance dinners & other events
• Related duties as assigned

Qualifications:

• High school diploma or equivalent required. Associate degree preferred
• 3+ years of customer service in sales, ticketing services, or hospitality
• Experience directly managing staff
• Possess expert product knowledge and enthusiasm for opera
• Outstanding customer service skills
• Visible leadership skills
• Ability to communicate priorities as part of a close team
• Excellent verbal and written communication skills
• Ability to interact with people from diverse backgrounds
• Meticulous attention to detail and strong organizational skills
• Working knowledge of Microsoft Office/Outlook/Excel/Power BI
• Knowledge of DAX, M (Power Query), a plus
• Familiarity with ticketing software, preferably Tessitura, a plus
• Ability to successfully thrive under pressure and navigate competing priorities on tight deadlines
• Good work ethic, high standards, and the ability to work in a team environment
• Must exercise good judgment, show initiative, and handle sensitive data in a trustworthy manner
• Discretion, maturity, and composure, especially under pressure
• Interest/knowledge in opera, music, or the performing arts
• Ability to work flexible days and hours to provide proper coverage.
• Occasional weekend and evening work required.