Director, Guest Services of University Performing Arts (UPA)

• Ensures excellent customer service from staff and provides excellent patron experience at all performances.
• Collaborates with administration, determines WP-Presents, Distinguished Lecturer Series, Jazz Series and special Music Department or other event/production ticket pricing, coordinates on-sale dates and posting the shows for sale to the public using ticketing software in a timely fashion.
• Liaises with the Director of Operations and the UPA marketing staff, determining event budgeting including anticipated expenses and revenues prior to booking events.
• Coordinates with the Director of Operations and/or other University offices, performance timelines, including pre and post-show chats, curtain speeches, and intermissions.
• Manages, develops and schedules sales associates in all areas of responsibility. Reports ticket sales to the administration including post-event profit and loss reports. Prepares end of day, event closeout and weekly accounting for the box office.
• Assists UPA marketing staff, creating and disseminating email communications such as pre-show announcements and post-show audience surveys and reporting results to the administration.
• Coordinates with the public and university departments for VIPs and special guest accommodations.
• Partners with UPA Marketing staff, tracks, maintains, and reports on the mailing list, and associated outreach.
• Collaborates with the UPA Marketing staff, produces data reports to support various UPA initiatives such as grants, marketing, institutional advancement, and customer engagement.
• Manages sales of box office concessions and artist merchandise and reporting on expenses and revenues.
• Collaborates also with appropriate University departments, maintaining ticket-scanning equipment and software and the appearance of the lobby and all public areas including proper directional signage.
• Exhibits appropriate, professional demeanor, considerable tact, and courtesy when interacting with members of the public in a variety of situations including resolving conflicts with any patron issues.
• Assumes other related duties/responsibilities for the position and to ensure a great experience for all.

• Bachelor’s Degree and a minimum two (2) years’ experience with theater front of house operations, with impactful leadership and communication abilities.
• Ability to maintain a consistent physical presence at the designated work location and work a flexible schedule in support of day, evening, and weekend performances.
• Technical skills to post web content and set up shows in the box office management software, execute sales, and produce reporting.
• Ability to develop others with optimizing proficiency in software program.
• Ability to provide effective and welcoming customer service to a diverse demographic.
• Planning, problem solving and organization skills.

• Experience in Graphic design and digital image manipulation and Social media engagement preferred.
• Experience with Constant Contact or other similar email marketing platforms.
• Ability to move equipment weighing up to 30 pounds and CPR certified.

• Demonstrated ability to communicate effectively with diverse audiences in both verbal and written formats.
• Demonstrated ability to think conceptually, develop and implement policies and procedures independently, and make required administrative/procedural decisions and judgments.
• Demonstrated ability to work independently and collaboratively with all organizational levels.
• Capacity to dissect a problem and think critically about pathways to effective solutions.

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