Patron Service Manager

Company Overview

Theatre Passe Muraille is known for developing innovative and daring Canadian theatre, but we exist to support our communities. From encouraging independent and emerging artists, and multicultural work, to inspiring our staff and artists to work collaboratively, Theatre Passe Muraille works to ensure all voices are represented on our stage.

Typically, Theatre Passe Muraille produces and/or presents 6-8 shows a year and hosts rental companies and festivals throughout the year. Theatre Passe Muraille operates 3 performance spaces — a Mainspace Theatre (185 seats), a newly renovated Backspace Theatre (55 seats), and a Cabaret/Bar space (capacity of 100).

Job Description

Start Date: October 21, 2024 (can be flexible with the start date)

Salary:  $45K – $50K pending experience

Benefits: Health & Dental

Term: Permanent, Full Time (35 hrs a week) 

Hours: 11:30am-7:30pm, Tuesday – Saturday 

Location: In person, with some remote work possible.

City/Town: Toronto, ON

Vacation: 10 days plus an additional week of company holiday closure in December and July and 12 sick/personal days 

Job Description

The Patron Services Manager oversees everything related to Box Office, Front of House and Bar Management at Theatre Passe Muraille, including hiring, scheduling and supervision of FOH staff and volunteers.  

Reports to:  Artistic Producer 

Direct Reports: Manages all  the Box Office,  Front of House and Bartender STAFF (approx a staff of 13)

Key Responsibilities:

• Maintaining the Box Office System, including inputting and updating performance and patron information.
• Scheduling, managing and being on call to Patron Services Associates (Box Office /Front of House staff and Bartenders)
• Ensuring a smooth and efficient flow of patrons into the venues
• In conjunction with Production and Facilities Manager, ensuring that the theatre and washrooms are clean and organized
• Supporting the Producer and Leadership at TPM with any events such as Opening Nights, Donor’s Events, etc. 
• Responding to online, telephone and in-person inquiries and ticket sales
• Responsible for Volunteer Recruitment and Coordination
• Managing the TPM Bar
• Acting as a Patron Services Associate (Box office, Bar or Front of House Staff) as needed
• Participate as a committee member for the Health and Safety Committee at TPM: and update FOH/BOX policies to increase staff safety, while ensuring the training and follow through on these policies are done by staff
• Ensuring to keep ACCESSIBILITY top of mind with all our processes and interactions with patrons, artists and Staff.
• Available to take box office phone calls during work hours and returning voicemails when possible.
• Processing, balancing and reconciling box office sales
• Liaising with rental companies in regards to staffing, performances and ticket sales

Mandatory Qualifications:

• Minimum two years experience in FOH, Box Office or customer service, preferably in an arts and/or entertainment setting
• High level organizational skills, with the ability to prioritize and juggle competing demands. The ability to think creatively and propose innovative ways to solve problems
• A passion for creating an exceptional customer service experience and exceeding patron expectations
• Ability to manage and inspire direct reports.
• Strong interpersonal and oral/written communication skills and attention to detail
• Demonstrated initiative and ability to manage multiple tasks and deadlines
• Ability to work independently as well as in a team environment
• Proficiency in the use of computer for: Word processing including Excel, Word, PowerPoint  and Google Docs
• Curiosity and flexibility in order to support innovative or new processes
• Commitment to TPM values

Assets:

• Experience in concessions/food/drink service and management 
• Knowledge of Bravo Base
• Knowledge of Digital streaming (live or pre-recorded) 
• Experience with theatrical accessibility initiatives (eg. captioning, ASL interpretation, Audio-Description, Relaxed Performances)
• Any additional language skills (including American Sign Language)