Patron Services Lead (PT)

Job Title

Under the direction of the Cultural Front of House Coordinator this position prepares, organizes and administers box office functions of the Cultural Department and the Parker Arts, Culture and Events (PACE) Center, as well as assisting with events and administrative tasks. This position works cooperatively with event promoters, coordinates ticket sales, schedule and reports, performs office functions, provides customer service including ticket sales, refunds and issues, and interfaces with the public, donors, performers and staff.

Examples Of Essential Duties

All duties and responsibilities described below are performed under the direction of, or in the absence of the Cultural Front of House Coordinator.

In House Lead capacity, oversees lobby and theater during performances, ensuring safety and quality standards are met. Works with the Outreach Specialist to recruit, train and schedule ushers. Maintains accessibility equipment. Coordinates with the Box Office, Technical, Administrative and Concessions staff to ensure smooth running of all performances with emphasis on public safety and an enjoyable audience experience. Reviews customer requests for service to evaluate levels of service, types of requests or problems.

Assist in providing on-site maintenance and operation of the computerized ticketing system, including building events for the Cultural Department and theater renters, maintaining the patron/contact database and ensuring performance information for ticketed shows on Cultural Department web site is accurate.

Assist in coordinating ticketing for PACE and Schoolhouse Theater rental groups and provide sales reports to renters. In conjunction with Assistant Cultural Directors for Programs, and/or other management staff as needs dictate, coordinate final rental ticket revenue payment.

Assist in the administration of special offers, group sales, complimentary tickets and ticket adjustments.

Assist in the management of box office finances including handling of cash, checks and credit card payments from tickets, merchandise, and concessions income. Prepare cash banks for concessions, box office and petty cash. Prepare settlement reports to performers and manage ticketing inventory when necessary.

Work with the Town of Parker finance department to oversee daily financial reconciliation reports and to investigate and correct discrepancies as they occur and act as primary liaison with credit card processing agencies.

Assist in the management of all customer service functions including sales, refunds, gift cards, ticket transfers and seat change requests. Act as secondary point of contact for special requests and complaints.

Assist in the coordination of group sales initiatives and act as secondary contact for group sales and complimentary tickets.

Assist in the training and scheduling of Patron Services personnel and help ensure the front desk and House Lead adequately staffed during open hours. Work in box office sales as needed.

Assist in providing software support for ticketing system; work with the Town IT Department and ticketing system on equipment repair or maintenance.

Provide excellent customer service and ensures the same from all assigned staff. Create positive relationships with facility users and renters and works to resolve problems. Responds to inquiries and issues from the public; prepares correspondence in response to requests for information, complaints and other public information matters. Researches and resolves complaints and problems.

Serves as facility staff on duty as scheduled. The ability to work a flexible schedule including evening and weekend hours is required. Holiday work may be required.

Administrative

Execute reconciliation of purchases made with the Cultural Department's Purchasing Card, facilitation of UPS and FedEx shipments, assist in ordering of office and printer supplies, transaction of art sales in Aloha including completion of artist commission check requests, break room maintenance and dishes, staff contact list including notation of TIPS and other training status, mail distribution, scheduling of facility and IT requests as necessary, and other duties as necessary.

Concierge

Serve as first point of contact daily for all visitors to PACE, greet/direct visitors, vendors and renters; locate cultural arts personnel as needed, answer questions about shows, instructors, classes & cultural arts facilities, show theater and give tours.

Classes & Events

First point of contact, register people, accept payment and process in ActiveNet, print class registers for instructors, answer questions concerning classes and instructors or direct individuals to Education and Events Department personnel when necessary on phone and in person, and assist class/event attendees when necessary.

Security

Has a general understanding of all facility operations, including basic technical equipment, open and lock up, and custodial procedures. May staff these functions from time to time depending on scheduling needs.

Peripheral Duties:

Works on special projects as assigned. Works on Town-wide initiatives and programs as assigned.

Minimum Qualifications

One (1) to three (3) years of experience in ticketing, box office or a closely related area is required. Supervisory experience preferred. Associate's degree or college courses in business, accounting, liberal arts or related area preferred.

Training for Intervention Procedures (TIPS) Certification, or the ability to obtain certification upon hire in order to execute responsible sales of and service regarding alcohol sold on the premises.

Knowledge of, experience in and/or strong interest in arts and culture is preferred.

Ability to establish and maintain effective working relationships with Town officials, community organizations, the public, promoters, coworkers and supervisors.

Strong customer service skills and a willingness to help people.

Knowledge of principles of sales and promotions.

Knowledge of and ability to apply basic analytical, math and accounting skills.

Working knowledge of computers and modern office practices and procedures. Extensive knowledge of word processing and various software packages related to sales including, but not limited to, Microsoft Office. Knowledge of ticketing systems is preferred.

Ability to effectively foster relationships with the public and to handle stressful situations.

Ability to interact with a broad range of people to effectively accomplish assigned tasks or projects.

Must be flexible and able to handle multiple tasks and conflicting priorities. Must be able to work under and adhere to deadlines, even under stressful or difficult situations.

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Ability to follow both verbal and written instructions, and the ability to issue clear and concise verbal and/or written instructions to subordinates and other employees and report operations verbally or in written form.

Ability to assist in setting up events and exhibits.

Ability to work flexible hours including weekends, evenings, and holidays as workload demands and as assigned.

Additional Information

Various computers, software packages, personal automobile, telephones, copy machines, printers, and small hand tools.

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit, stand, walk, talk, use hands, fingers, handle, feel, or operate objects, and stoop, kneel, crouch, or crawl. The employee is occasionally required to reach with hands and arms. Employee is required to drive.

Employee must communicate clearly and effectively; must understand and be understood.

Occasionally, the employee may be required to climb and balance. The employee must occasionally carry, pull, push, or lift up to 20 pounds.

Specific vision abilities required by this job include close and distance vision acuity and the ability to adjust his or her focus, allowing a broad field of vision.

It is essential that the employee be physically able to operate a variety of computer and office equipment successfully in order to fulfill the essential functions of this position.

Work Environment And General Information:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee frequently works in a climate-controlled office environment. The noise level in this environment is usually quiet to moderate. The employee occasionally works at outdoor events and in a public assembly facility. The noise level in this environment is usually moderate but may be loud during events.

The duties listed are intended only as illustrations of the various types of work that may be performed and are in no way construed or perceived to be exhaustive. The job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Parker is committed to maintaining a friendly, home town atmosphere. We place a premium on teamwork and participation while encouraging creativity and individual initiative. We believe that through collaboration, leadership can occur at all levels. We take our commitments seriously and strive to reach positive solutions.

The duties of the job description are to be performed by demonstrating the Town's core values of Commitment to Quality Service, Integrity, Innovation and Teamwork. This job description does not intend to list every function of the position, does not constitute an employment agreement, and is subject to change.

In order to ensure the safety of the public and reduce the