Patron Services Manager

Company Overview

Founded in 1971, Magnus Theatre is Northwestern Ontario's only professional theatre, a not-for-profit registered charity, and a full member of the Professional Association of Canadian Theatres (PACT). For over half a century, the theatre's well-crafted productions have earned it a reputation as a leading arts organization in the region and beyond. Magnus Theatre produces seven Mainstage productions annually and a full array of Theatre in Education programs, sering over 40,000 individuals throughout Northwestern Ontario each year. For more information, please visit magnustheatre.com. 

Job Description

About the Position

Reporting to Executive and Artistic leadership, the successful candidate will be responsible for ensuring an excellent patron experience through managing and overseeing Magnus Theatre's patron services. The Patron Services Manager will represent Magnus Theatre in a professional manner and is an ideal role for an independent individual with good problem solving, strategic thinking, and events managemenet skills. 

Responsibilities 

• Plan and deliver front of house support for internal and rental events, including staff and volunteers 
• Work in collaboration with all departments to ensure overall success of performances and events 
• Act as manager on duty for performances and events and effectively lead the Patron Services team in a multi-venue environment 
• Brief volunteers and staff regarding their roles for a performance or event
• Maintain readiness standards to ensure front of house is clean and ready for guests 
• Communicate performance-specific information 
• Monitor and assure smooth lobby traffic and seating of patrons 
• Address patron and usher issues 
• Prepare end of night house reports 
• Address any emergency situations which may arise 
• Establish front of house standards and operations, and lead volunteer and event staff training on basic roles and responsibilities, safety and evacuation procedures, industry practices and venue operating policies 
• Respond to patron requests and/or grievances; develop effective communication to resolve issues and inquiries 
• Liaise with external rental clients, vendors, and stakeholders
• Work with Director of Development to create unique opportunitites to recognize Magnus Theatre donors and sponsors 
• Abide by all company rules, policies, and bylaws which may from time to time be posted by Magnus Theatre 
• Other duties as assigned by Magnus Theatre Management 

Qualifications 

• Strong time management, organization, and written and verbal communication skills 
• Ability to work in a fast-paced environment, and to handle multiple priorities in high stress situations 
• Desire to work within and maintain a highly effective and positive team culture 
• Generate ideas and solutions 
• Good coaching and conflict resolution skills 
• Smart Serve and First Aid & CPR Certifications an asset