PART-TIME EVENT MANAGER - TEMPORARY

Audience Services Manager

Promotes the Minnesota Orchestra by managing Minnesota Orchestra and Association sponsored events. Shares responsibility for daily management of the Audience Services Department with other Audience Services Managers. Shares responsibility for monitoring and maintaining high standards of customer service. Oversee patrons and Audience Services staff at events, ensuring optimal event conditions, preparation, performance and customer service.

Participates in on-going improvement and planning for Audience Services Department by contributing and participating in bi-annual Audience Services meetings, periodic update meetings, and strategy meetings as necessary with other staff, supervisors and managers.

Event Management:

• Ensures event is adequately and appropriately staffed, reassigning event responsibilities as necessary
• Ensures Event staff is adequately informed of performance conditions
• Ensures patrons are courteously and efficiently ticketed, seated and served
• Ensures adequate emergency medical treatment is provided as necessary
• Assists with overall event security needs
• Reconciles Event sales and inventory

Staff Supervision:

• General Supervision of all Audience Services Staff during assigned events/shifts (including Ticket Services, Stage Door and House staff).
• Assess and monitor current staff capability and determine further staffing needs
• Identifies and delegates department related projects; monitoring for accuracy and tracking progress through completion
• Addresses staff policy violations and/or conflicts, taking appropriate immediate action and directly reporting incident to appropriate manager/director
• Ensures all employee checkouts and banks are complete, accurate and balanced; resolve any discrepancies
• Provides other Managers with input for evaluations
• Updates and remind staff of current products and policies

Monitors and maintains a high standard of customer service at all times.

Upholds the Audience Services standards of service, advocacy, efficiency and courtesy.

Ensures that both internal and external customers feel that they are the primary purpose of the Association's business and that the Audience Services Department exists to satisfy customers.

Recognizes customer complaints, collect sufficient information to determine the problem, take appropriate action and communicate to the Association characteristics that our customers like and dislike

Identifies recurring problems in meeting general customer expectations, differentiates between problems and symptoms, and suggests solutions to supervisors and managers.

Communicates to customers accurately and fairly the rationale of the Association's policies and procedures.

Provides back-up support for Audience Services staff and sets an example by modeling a sense of urgency relative to service levels.

Manages the service provided by Audience Services staff, determining when assistance and/or intervention is necessary to ensure exemplary customer service.

Monitors all Event Staff for customer service, efficiency, accuracy, etc.; reporting back results to both the employee and the Audience Services Management Team.

Performance and Leadership Expectations:

Performance Expectations:

• Demonstrate a commitment to the MN Orchestra Values
• Demonstrate integrity in actions and words as well as the ability to build trust
• Professionalism in interactions
• Ability to adapt to change
• Creative/innovative problem-solving
• Actively seeking answers for concerns and questions
• Effective communication skills
• Stay current on programming and department-related information
• Identify/improve weaknesses in department and self-performance

Leadership Expectations:

• Act as a role-model and encourage others to perform at a high level
• Set clear goals and priorities, holding yourself and direct reports accountable to meet strategic priorities
• Ability to effectively lead through changing priorities
• Coach and counsel direct reports regarding individual performance and skill development, taking corrective action when necessary
• Create an environment that inspires a high level of commitment and performance
• Lead innovation and positive change on your team and across the organization

Requirements:

Minimum Qualifications, Skills, and Abilities:

Qualifications:

• High School diploma, GED or equivalent
• Minimum of 2 years' experience in a personnel management role
• Minimum of 2 years' experience customer service experience OR event management experience
• Experience in arts, cultural or entertainment organizations, and / or non-profit organizations strongly preferred.

Technology/Equipment:

• Proficiency in typing and computer software/hardware usage
• Knowledge of M365 and MS Office suite preferred

Characteristics and Traits:

• Demonstrated ability to manage confidential and sensitive information, possess a high degree of personal integrity and sound judgment.
• Exceptional organizational and time management skills.
• Adept at managing multiple projects and deadlines with appropriate judgment about priority and timing.
• Ability to synthesize information quickly, problem-solve and make appropriate decisions.
• Curious, thoughtful, with a desire to experiment, test and learn, and iterate approaches.
• Ability to collaborate with others to identify and solve issues or make proactive recommendations and lead through influence.
• Skilled at building and leading a cross-departmental team of colleagues of various levels of experience in order to collaboratively achieve effective results.
• Strong written and verbal English communication skills with the ability to provide guidance to and effectively present ideas and deliverables to a wide range of people including from different cultural backgrounds, age ranges, and attitudes and abilities.
• Commitment to and enthusiasm for Minnesota Orchestra's mission, values and business goals.

Work Environment and Physical and Mental Demands:

This position requires working onsite at Orchestra Hall in a lobby or other location within the facility, and occasionally in an outdoor environment for outdoor concerts, or other activities.

While performing the duties of this position, incumbents may be required to do all or some of the following, with or without accommodation:

• Sit or stand at a desk, counter, or other work surface
• Talk and/or hear spoken words, music, or other sounds
• Use hands or fingers to handle or touch objects around them
• Review documents, monitors, or displays with potentially small print
• Operate a computer, phone and other common office tools or controls
• Mentally focus on tasks and apply sound reasoning and judgement
• Work in or attend meetings or other events in any of the Orchestra locations or other sites as necessary
• Lift/move objects (such as files, packages, props, or office equipment) or ensure objects are lifted/moved that may weigh up to 15 lbs.

Availability:

Workdays and hours for this position will fluctuate based on the schedule of concerts or events and work deliverables. Schedules will be created in collaboration with the employee approximately 2-4 weeks in advance. Employees must be available for a minimum of 4 shifts per month. Maximum scheduled hours will not exceed 32 hours. Worked hours will not average more than 30 hours per week over a calendar year. Overtime is not allowed unless approved in advance for special circumstances.

Shifts will typically occur within the following times on any day of the week including holidays:

Daytime: 5:00AM-5:00PM

Evening: 5:00PM-12PM

Required Meeting Attendance We expect attendance at all scheduled meetings and training sessions, including active participation and following through in utilizing information communicated. (Examples: Audience Services meetings, review meetings, manager one-on-ones, job specific training meetings, etc.)

Equal Employment Opportunity:

The Minnesota Orchestral Association is an equal opportunity employer and complies with all applicable discrimination laws. We recruit, hire, train and promote all persons without regard to race, color, sex, religion, national origin, sexual orientation, age, disability, creed, status with regard to public assistance or any other non-job related characteristic.