Audience Services Manager

Company Overview

As a landmark performing arts organization, Theatre Aquarius serves as a gathering place for shared cultural experiences throughout the community.  Whether for events, exhibitions or Theatre Aquarius own programming, the community comes together to celebrate, to share and to connect with one another.  Founded in 1973, Theatre Aquarius is Hamilton’s professional regional theatre creating and producing world-class theatre that entertains, challenges and educates audiences.  By offering theatre productions designed to appeal to a wide spectrum of audiences, Theatre Aquarius is able to maintain and grow a strong theatre-going community while investing in the future through the development of emerging theatre artists and the nurturing of Canadian artists and playwrights. 

Job Description

STATUS: Full time, permanent

START DATE: Flexible- August 2023

BENEFITS: Medical and Dental plan; 3 weeks vacation per year

 THE POSITION:

Theatre Aquarius, one of Canada’s leading professional non-profit theatres, is searching for an experienced an Audience Services Manager to join our team. Reporting to the Director of Development, the Audience Services Manager is responsible for ensuring exceptional audience and guest experience through the effective management of the front of the house including bar and concessions, the theatre’s volunteer program as well as all front of house events and activities that take place throughout the year.

KEY RESPONSIBILITIES: 

•  Directly manages all Front-of-House personnel including: Duty Managers, Bartenders and Volunteer Ushers.
• Oversees the recruitment, orientation, training, and scheduling of Front-of-House staff and volunteers.
•  Responds to complaints and enquiries from audience members and guests to resolve experience issues, escalating issues as required.
• Oversees all lobby and public areas of the theatre and works with staff to resolve ongoing issues and improve services and spaces.
• Coordinate and executes all guest, audience and donor events alongside the Director of Development.
• Maintain appropriate inventory of bar and concessions.
• Oversee all reconciliations involving bar and concessions.

 QUALIFICATIONS:

• Minimum 2-4 years of experience in hospitality management, event planning or theatre patron services.
• Demonstrated experience in volunteer management.
• Superior interpersonal and conflict resolution skills with exceptional on-the-spot problem solving skills.
• Experience in supervision of staff.
• Previous bar management an asset.
• Firm understanding of cash management.
•  Computer literacy in Microsoft Office.
• Knowledge of ticketing software systems (Theatre Manager) and volunteer database management an asset.
• Ability to prioritize tasks and adapt to situations.
• First Aid and CPR an asset.
• Smart Serve.