Patron Services Manager

POSITION : Patron Services Manager

DEPARTMENT : Pittsburgh Playhouse

REPORTS TO : Director, Marketing & Communications & Box Office Manager

WORK SCHEDULE : Fully on Campus

PRIMARY FUNCTION:

The Patron Services Manager serves as the primary leader for all Front of House operations at the Pittsburgh Playhouse at Point Park University. This position is responsible for managing the overall guest experience before, during, and after performances and events, ensuring a safe, professional, and welcoming environment for all audiences, students, patrons, donors, community partners, volunteers, and university guests.

As part of a dynamic university performing arts environment, this role works closely with students, faculty, staff, volunteers, and community organizations while supporting the educational and professional mission of the Pittsburgh Playhouse and Conservatory of Performing Arts at Point Park University. Primary responsibilities include oversight & training of Front of House operations, student ushers, and volunteer staff, accessibility accommodations, lobby operations, event activations, patron communication, and emergency response procedures. This position oversees Front of House operations across multiple performance and event spaces and may be responsible for managing simultaneous events, performances, rentals, and audience activities occurring at the same time across various venues on campus.

This role also supports patron engagement initiatives, group sales activities, community partnerships efforts in collaboration with university partners in Marketing, Development, Production, Box Office, Events and Facilities.

The ideal candidate demonstrates strong leadership, customer service, organizational, and problem-solving skills within a fast-paced live entertainment and higher education environment. Evening, weekend, and holiday availability is required based on performance, event, and operational needs and schedules. This position also supports regular daytime office operations and requires the ability to independently manage priorities, adjust scheduling as needed, and ensure all responsibilities and deadlines are completed in a timely and professional manner.

QUALIFICATIONS

• Bachelor degree in relevant field, or equivalent experience preferred
• 2-5 years of management and/or supervisory experience in front of house, patron services, hospitality, event management, and/or theatre operations.
• Strong leadership, organizational, and interpersonal communication skills
• Excellent customer service, conflict resolution, and problem-solving abilities
• Ability to remain calm and professional in high-pressure situations
• Experience recruiting, training, scheduling, mentoring, and supervising staff, students, and volunteers
• Experience working with ticketing or CRM systems; Tessitura experience preferred
• Ability to manage multiple priorities in a fast-paced environment
• Demonstrated ability to engage effectively with diverse audiences, students, faculty, volunteers, and community partners
• Strong attention to detail and operational follow-through
• Ability to work collaboratively across departments within a university and performing arts environment
• Evening, weekend, and holiday availability is required based on performance, event, and operational schedules. This position also supports regular daytime office operations and requires the ability to independently manage priorities, adjust scheduling as needed, and ensure all responsibilities and deadlines are completed in a timely and professional manner.
• Reliable transportation for off-site events and community engagement activities as needed
• Passion for live entertainment, audience engagement, student development, and customer experience.

DUTIES & RESPONSIBILITIES

1. . Front of House Operations & Staff Management (60%)
   • Lead all Front of House operations before, during, and after performances, events, rentals, and audience engagement activities; maintaining staffing coverage and operational readiness, including scheduling, staffing adjustments, and timecard approvals
   • Foster a professional, educational, and guest-focused environment that supports student development, leadership growth, and customer service excellence
   • Ensure Front of House staff are properly trained and compliant with customer service, accessibility, safety, and emergency procedures for every performance and/or event including audience flow, seating procedures, accessibility accommodations, ticket scanning, lobby operations, and patron communication to ensure an exceptional guest experience
   • Ensure all public-facing spaces are clean, stocked, organized, and guest-ready throughout performances and events
   • Coordinate operational timelines and communication with Stage Management, Production, Patron Services, Box Office, Facilities, and university event staff
   • This position oversees Front of House operations across multiple performance/event spaces and may be responsible for managing simultaneous events/performances/rentals and audience activities occurring at the same time across various venues on campus
   • Serve as the primary audience-facing manager and Front of House authority during all performances and events even if multiple venues are running simultaneously
   • Prepare and distribute Front of House performance reports following events and performances
   2. Patron Services, Audience Engagement & Community Partnerships (25%)
   • Serve as a primary point of contact for patron concerns, accessibility accommodation, seating issues, guest communication, and service recovery
   • Support subscriber concierge services, audience retention initiatives, and patron communication through in-person interaction, email communication, and social media engagement
   • Collaborate with Group Sales, Marketing, Development, and university departments to support audience development initiatives, group sales efforts, student engagement opportunities, and community outreach partnerships
   • Assist with planning and execution of lobby activations, Street-to-Seat programs, donor events, audience hospitality initiatives, and community engagement activities
   • Represent the Pittsburgh Playhouse at university, community, and partnership events as needed
   • Support Tessitura updates, patron tracking, reporting, operational correspondence, and audience communication efforts
   3. Safety, Event Operations & Administrative Support (15%)
   • Serve as the on-site authority during emergencies and oversee Front of House safety, emergency response, and evacuation procedures
   • Ensure staff, volunteers, and student workers are properly trained on audience safety and emergency protocols
   • Coordinate communication regarding incidents, facility concerns, and operational issues with university and venue leadership
   • Support operational needs for special events, donor functions, Board meetings, rentals, receptions, talkbacks, and hospitality initiatives
   • Oversee concessions coordination, merchandise setup, inventory organization, and patron-facing activations
   • Attend required operational, Patron Services, Front of House, and university meetings and trainings
   • Perform special projects and/or additional duties as assigned in support of Pittsburgh Playhouse and university operations

WORKING ENVIRONMENT

• Regular exposure to favorable conditions such as office, theater, classroom, and event environments within a university setting
• Frequent interaction with students, faculty, staff, volunteers, community partners and patrons
• Frequent evening, weekend, and holiday work required based on performance schedules and operational needs
• Occasional exposure to objectionable conditions or variations such as those found in variable weather conditions or light industrial settings.

PHYSICAL DEMANDS

• Job requires repetitively lifting light weight objects where frequent bending or stooping alternates with lighter activities.
• Frequent standing, walking, bending, and movement throughout theaters, lobbies, and event spaces; including ability to navigate stairs, theater seating areas, lobby spaces, classrooms and crowded event environments
• Job requires repetitive lifting of light weight objects with frequent bending and stooping, or repetitively lift average weight objects where frequent bending or stooping alternates with lighter activities. Occasionally lefts heavy objects (over 50 lbs).
• Job requires repetitively lifting average weight objects with repetitive bending and stooping. Frequently lifts heavy objects but alternating with lighter activities. Job may require physical exertion such as long periods of standing. Job may require above-average agility and dexterity.
• Major portion of job activity requires heavy lifting or considerable and strenuous physical exertion such as frequent climbing of tall ladders or crouching or crawling in restricted areas.
• Frequent computer use at workstation, up to eight hours per day.
• Frequently work at a fast pace with unscheduled interruptions.
• Mobility within the office. Ability to walk, sit, stand and climb stairs. Ability to use hands and fingers, to handle office equipment, records and files. Occasionally required to reach with arms and hands, and to stoop, kneel or crouch. Vision abilities required by this job include the ability to read and discern written errors on paper and electronic documents. Ability to talk and hear. Ability to lift up to 15 pounds.