Theater Patron Services Supervisor

Under direction of the Theater Patron Services Manager, supervises and oversees Box Office, Special Events and Front-of-House staff and activities for the Theater Department at Cerritos Center for the Performing Arts (CCPA); oversees a customer service environment for patrons, donors, artists and guests; implements policies, systems, and best practices; supervises ticketing activities, seating arrangements, ushering, special events, sales, concessions, artist hospitality and catering, and other related guest services; determines work schedules, assigns tasks, and supervises staff and volunteers; performs related work as required. The classification specification does not describe all duties performed. This summary provides examples of typical tasks performed in this classification. Supervises and organizes activities and staff assigned to Front of House, Box Office, and Special Events. Develops work plans and schedules for staff. Reviews staff performance, recommends corrective actions, and ensures compliance with policies and practices. Prepares and implements division procedures, safety protocols, and customer service standards. Manages ticketing systems, event creation, seat maps, pricing strategies, ticket sales policies and practices, and other ticketing related components. Oversees customer service operations, accessibility compliance, concessions, and venue access control. Develops and maintains staff manuals, training programs, and patron services records. Prepares billing, invoices, performance data for performances, rentals and user groups. Coordinates with Theater Operations to address performance-related issues. Oversees hospitality, catering, and concessions, ensuring contract compliance and inventory management. Plans and executes special events at CCPA and other City-sponsored activities. Oversees local school coordination for CCPA’s Arts Education program. Collaborates on selecting CCPA programming and performances. KNOWLEDGE, SKILLS, AND ABILITIES Knowledge of: Computerized ticketing system and scheduling software. Digital and online ticketing platforms and customer engagement tools. Operation of a content management system (CMS) to a website. Customer service techniques and accessibility standards (e.g., ADA compliance). Computer software applications such as word processing, spreadsheets, staff schedulers, and database operations. Basic bookkeeping, cash handling, and financial recordkeeping. Employee training, scheduling, and supervision principles. Ability to: Supervise and guide a large, diverse team of employees and volunteers. Handle multiple projects, adapt to change, and address challenging situations. Communicate effectively, both orally and in writing. Provide and execute supervision of Patron Services operations and staff for a variety of live and special events. Maintain accurate records and generate customized reports. Establish and maintain strong working relationships with colleagues, patrons, and external stakeholders. Work under strict deadlines. Maintain a safe and productive work environment. Work flexible hours, including evenings, weekends, and holidays. Drive a motor vehicle. Minimum qualifications: Education and Experience Education: Associates’ degree in Theater, Business, Finance, or a related subject. Experience: Three (3) years of experience in a theatrical, event or entertainment venue box office, front-of-house position, and/or special events, or related experience. Physical and Environmental Conditions The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Work is performed in a theater and event services environment. Prolonged sitting using a computer keyboard and screen; dexterity of hands and fingers to operate office equipment. Standing, walking, twisting, reaching, bending, crouching and kneeling in the performance of daily office activities. Grasping, pushing, pulling, dragging, carrying and lifting boxes of files and other office items weighing up to thirty (30) pounds. Interacting/communicating; face to face or by phone with public, staff and City officials. High volume, continuous deadlines, multiple tasks. Driving a vehicle on City business as needed. Mobility, vision, hearing and dexterity levels appropriate to the duties to be performed. Required licenses and certificates Possess a valid California class “C” driver’s license. #J-18808-Ljbffr