Patron Services Manager

at  California State University

Job no: 540060
Work type: Staff
Location: San José
Categories: Unit 7 - CSUEU - Clerical and Administrative Support Services, Probationary, Full Time, Theatre Arts

JOB SUMMARY

Working under the general supervision of the Director of Patron Services, the Patron Services Manager, coordinates and manages the public lobbies and public gathering areas for Sobrato Hall, Hammer4, and all additional event spaces, including outdoor special events, special event planning and coordinating with Hammer clients. This position recruits, hires or engages, trains and oversees the many staff and volunteers who make up the team providing safety and ushering to the Hammer, including ensuring safety and security in crowd management. Additionally, this position oversees public space operations and amenities and displays, ensuring professional presentation and clarity to the patrons and public.

KNOWLEDGE, SKILLS & ABILITIES

• Ability to interface with clients, patrons and colleagues in a professional, collegial manner
• Knowledge of theatre front of house operations
• Demonstrated knowledge and/or experience in developing a volunteer-based program
• General working knowledge of applicable university infrastructure, policies, and procedures
• Thorough knowledge of office methods, procedures, and practices
• Fluency in using standard office software packages
• Thorough knowledge of English grammar, punctuation, and spelling
• Ability to learn, interpret independently, and apply a variety of complex policies and procedures. Able to identify deviations from applicable policies
• Ability to apply independent judgment, discretion, and initiative to address problems and develop practical, thorough and, at times, creative solutions
• Ability to perform standard arithmetic functions of a transactional nature, including tracking and comparing data
• Work often involves front line contacts with a variety of campus and community individuals requiring active problem solving and effective interpersonal skills
• Demonstrated competence in effectively presenting standard information in writing
• Demonstrated competence in understanding, interpreting, and communication procedure, policies, information, ideas, and instructions

REQUIRED QUALIFICATIONS

• Completion of a high school program, technical/vocational program, or their equivalents
• Three (3) years of related work experience

PREFERRED QUALIFICATIONS

• BA or BS or post-secondary education (or experience) in hospitality, service or retail industry
• Certificates and Training in First Aid/CPR, Stop the Bleed, Trained Crowd Management
• Minimum of two (2) years of related experience in hospitality, service or retail industry
• Experience with developing and maintaining volunteer programs

• Serve as on-site manager for public assemblies with emphasis on service and safety, overseeing staff of ushers and ticket-takers. Collaborate with ticketing, production, marketing, and concessions to provide guests a high-quality experience. Collaborate with Front of House and other departments to complete any setups necessary
• Represent Hammer Theatre Center positively and professionally in interactions with the public and private event clients.
• Recruit, hire or engage, train, and schedule appropriate volunteers and staff to meet lobby, Sobrato Hall, Hammer4 and other performance and event space needs including events that occur on evenings and weekends
• Participate in Emergency Preparedness program
• Process new student hires and new volunteers
• Act as House Management shift lead when necessary
• Act as principal client representative for front of house requirements
• Schedule 3rd party patron concession services
• Oversee and manage 3rd party patron concession services with emphasis on service
• Ensure public spaces are professional and presentable
• Manage special events