POSITION SUMMARY: The Manager of Patron Services is responsible for implementation of the patron/event experience and for supporting the Alliance Theatre (AT) and Atlanta Symphony Orchestra (ASO) efforts to increase and retain patrons. Responsibilities include coordination and onsite management of evening activities including: Housekeeping, Parking and Valet services, Box Office, Food and Beverage services, Maintenance, Security, and Special Events services on performance nights and nights when the campus is activated. This position is the main point of contact for Arts Partner needs during performances and works to ensure support services are provided with excellence and that the overall patron experience is one that exceeds expectation.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
• Meet and coordinate regularly with ASO and Alliance management at regularly scheduled meetings and in preparation of events. • Provide for an environment that enhances the patron’s experience through the comprehensive management and coordination of all support services during events. • Maintain key focus on patron services / experience and the support of Arts Partner activities. • Serve as the key venue operations management representative for the Woodruff Arts Center onsite during events. • Exchange and / or obtain information from guests, staff, and management in a tactful and professional manner. • Handle all patron requests and all service recovery immediately and proactively. • End of evening report; creation, implementation and delivery to all Arts Partners and departments involved. • Report patron and guest issues or concerns, safety hazards, equipment problems, and unusual matters to appropriate departments and management. • Complete inspections and walk-throughs of the venue during shift. • Ensure customer service and life safety guidelines are adhered to. • Support special events, facilities, and food & beverage teams through knowledge acquisition of planning, preparation and execution of large scale events. • Maintain crowd control, especially during high-occupancy times. • Act as team leader, in conjunction with security, in the event of an emergency. • Monitor patron flow and ensure audience
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Skills and Abilities: • Ability to communicate and collaborate effectively with customers and personnel. • Must be customer service oriented and provide quality service that exceeds guest’s expectations. • Ability to multi-task, solve complex problems and prioritize during stressful situations • Organization and planning skills for supporting venue & event management. • Inventory management skills. • Ability to read, interpret and understand room setup sheets. • Familiarity with ADA requirements and patron assistance. • Multi-lingual skills a plus. • Maintain a professional appearance and adhere to the Woodruff Arts Center’s dress code and guidelines at all times. • Excellent verbal and written communication and presentation skills. • Able to utilize appropriate judgment and latitude to make decisions and solve problems.
PHYSICAL DEMANDS/WORK ENVIRONMENT: The work environment and 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 accommodations may be made to enable individuals with disabilities to perform the essential functions. • Some standing, walking, bending, frequent use of hands, stooping and light lifting (at least 10 pounds) is needed. • The noise level in the work environment is usually moderate.
About The Woodruff Arts Center
The Woodruff Arts Center is one of the largest arts centers in the world, home to the Tony Award-winning Alliance Theatre, the Grammy Award-winning Atlanta Symphony Orchestra (ASO) and the High Museum of Art, the leading art museum in the Southeast. Over 800,000 patrons travel to The Woodruff for outstanding theatre, music and exhibitions each year.