The Patron Services Manager leads by example and is responsible for ensuring that Front of House employees including Front of House Manager, Head Ushers, Ticket Takers/Door Persons, Aisle Captains, Volunteer Ushers, Event Security and Porters work with the vision that all patrons attending events at the Paramount Theatre experience consistently superior service during their visit.
Position Hours This is a full-time position. Hours will include evenings and weekends based on the Theatre’s calendar of events.
Primary Duties, Responsibilities, include, but are not limited to: Front of House Team (part-time/union/non-union and Volunteers)
Cultivate and define workplace culture and standards of customer service for front of house team in keeping with Paramount Theatre values and service standards for the patron experience
Create and maintain an effective recruitment and training program for the Front of House Team including staff and volunteers
Develop front of house guide and relevant materials communicating department standards and policies to ensure a consistent and high quality experience for all stakeholders (staff, volunteers, clients, and patrons). Identify methods to measure effectiveness of policy and procedures to ensure ongoing success and team accountability
Supervise volunteers and staff including coordinating, recruiting, hiring, training, scheduling, coaching, and evaluating the front of house team including front of house managers, head ushers, ticket takers/door persons, aisle captains, volunteer ushers, event security staff and porters
Ensures the safety of patrons, volunteers, staff, and clients through the proper awareness and coordination of crowd dynamics, and implementation and training of emergency procedures for all staff
Works closely with Front of House Manager, Operations Manager, Ticket Services Manager, Security Manager and Merchandise Manager to effectively deliver memorable patron and client experiences in the front of house; directly support the front of house manager, bar manager, and event security supervisor with patron experience needs; ensures all details of event (pre, during, and post) are effectively communicated, coordinated, and delivered to all stakeholders
Schedule and liaise with third-party licensed medical provider for all events ensuring medical and injury documentation is completed/filed as required
Schedule and liaise with third-party security provider for theatre entrance access management, food + beverage service locations, and other front-of house locations as required
Schedule the Front of House Team on a monthly basis and maintain appropriate staffing levels for all events including payroll preparation
In direct coordination with the Ticketing Services Manager and Assistant General Manager, responsible for Paramount Theatre compliance for patron accessibility. This includes ongoing operations and management of assets and resource identification to meet and/or exceed ADA standards, including communication with clients, staff and patrons
Maintain front of house safety and evacuation procedures in alignment with industry standards and best practices
Develop and manage an operating budget for the department in collaboration with the Assistant General Manager
Set and maintain standards for lobbies and auditorium readiness, ensuring front of house is clean, set-up and ready for patrons at all times
Serve as House Manager on events as needed
Respond in a timely manner to patron feedback via phone and email, as a patron resolution expert
Performs other duties as assigned
Knowledge, Skills and Abilities
Able to work evenings, weekends, and holidays
Intermediate user of Microsoft Suite
Work effectively with computerized information systems and adapt quickly to system changes and updates including programs for employee/volunteer scheduling, event management systems, or other systems as needed
Working knowledge of life-safety, ADA, and Crowd Management compliance
Experience with developing successful training programs for customer service staff
Basic accounting principles and best practices
Work effectively with the public; ability to anticipate and defuse disputes, behaviors or situations and achieve positive outcomes.
Establish and maintain effective working relationships with co-workers and front of house team
Communicate effectively, both verbally and in writing.
Supervisory skills and responsibilities, and the ability to use those skills effectively and efficiently to supervise staff to positive outcomes
Manage resources effectively and efficiently
Analyze information and use logic to resolve issues and problems
Ability to work with minimal supervision
Must have problem solving abilities, be self-motivated, organized, and multi-task.
Use discretion with confidential, sensitive and proprietary matters
Ability to transport up to 35 pounds on occasion and up to 15 pounds regularly. Position also requires walking up and down steps and being on your feet for long periods of time during an event
Education/Licensing and Work Experience:
Bachelor’s degree AND
Minimum of three (3) years of supervisory or lead experience in a customer service based industry, preferably Front of House Management in a professional performing arts facility OR
Any combination of education and experience that provides the necessary knowledge, skills and abilities to perform the duties and responsibilities
Possess or obtain within three months of hire Trained Crowd Manager or similar industry certification or training
This position functions as a first-line supervisor, ensuring subordinate staff have clear work direction and guidance. This incumbent is responsible to carry out the full spectrum of supervisory responsibilities in accordance with the Paramount Theatre policies and applicable laws. Responsibilities include hiring and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
We ask that candidates send their cover letter including salary requirements and resume directly to email@example.com. No phone calls please. The Paramount Theatre is an Equal Opportunity Employer.
About Paramount Theatre
Oakland's Paramount Theatre is one of the finest remaining examples of Art Deco design in the United States. Designed by renowned San Francisco architect Timothy L. Pflueger and completed in late 1931, it was one of the first Depression-era buildings to incorporate and integrate the work of numerous creative artists into its architecture.
After its initial blaze of "movie palace" glory in the 1930's, this remarkable theatre suffered decades of neglect and decline until its rescue by the Oakland Symphony, the City of Oakland and numerous private donors. An authentic restoration was completed in 1973 and the theatre was entered in the National Register of Historic Places that year. It became a California Registered Historic Landmark in 1976, and a National Historic Landmark in 1977.
Today, the Paramount is home to the Oakland East Bay Symphony and Oakland Ballet, and regularly plays host to R&B, jazz, blues, pop, rock, gospel, and classical music, ballets, plays, stand-up comedy, lecture series, special events, and screenings of classic movies from Hollywood's Golden Era.