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Patron Services Manager

Patron Services Manager

  • Full Time
  • Ottawa, ON
  • Applications have closed.

Website GCTCLive Great Canadian Theatre Company

Our Patron Services Manager is responsible for providing the best possible services to the public, including ensuring the comfort of audience members, managing the GCTC bar and concessions, and supporting a dynamic, talented part-time staff who thrive in a positive environment. The position reports directly to the Director of Marketing & Development and to the public and works collaboratively with the Front of House Supervisor.

This is a full-time, salaried position in the range of $36,000 to $42,000 commensurate with experience. The position offers three weeks paid vacation, and a competitive health care benefits plan commences after a 3-month probationary period. The hours are Monday to Friday, 9:00 am to 5:00 pm, with schedule adjustments when required to work evenings or weekends.

We’re looking for someone who is passionate about the arts, familiar working in a not-for-profit setting, enjoys galvanizing a team to succeed, who understands the value of exceptional customer service, and is comfortable around dogs.

Qualifications

Minimum of two (2) years ticket office management experience including experience scheduling of part-time employees;
Expert knowledge of Vendini Ticketing System and Excel, including report generation;
Proven track record for providing high-level customer service with exceptional communication skills—both written and verbal;
Experience with season subscription and single ticket sales, preferably in the arts;
Ability to manage a team-oriented environment to ensure a positive, productive workplace;
Ability to remain calm under pressure and provide solutions to patron’s concerns, comments or complaints;
Experience with telemarketing campaigns;
Strong ability to manage multiple tasks productively;
Available to work evenings and weekends, as required.

Responsibilities

Box Office Staffing
Participates in the hiring and training of box office and front of house staff;
Provides staff training on the Vendini ticketing system;
Creates weekly schedule of all shifts for daily operations, performances or events;
Submits payroll to Finance & Office Manager;
Ensures all Box Office and Front of House staff and volunteers are properly trained in Accessibility policies, and Health & Safety policies, regulations and procedures;
Adheres to the GCTC’s Healthy Workplace Policy.

Box Office Administration
Implements annual department work plan with the Director of Marketing & Development;
Assists in the development of appropriate policies and procedures for box office and front of house operations;
Processes all ticket & subscription sales;
Reconciles all revenue including ticket, subscription, concession and coat check sales;
Ensures adherence to the annual box office, front of house and volunteer budget;
Generates Daily Financial reports (subscription & single ticket tracking, master sales) and playwright royalty reports;
Programs the theatre season and special performance content in Vendini ticketing database;
Accepts donations and forwards relevant documentation to the Manager of Development for processing;
Maintains web ticket inventory levels and hard copy ticketing stock;
In collaboration with the Director of Marketing & Development, plans and implements annual telemarketing campaign;
Ensures and participates in the efficient running of opening nights, GCTC events, community events and fundraisers, as it relates to box office and Front of House.

Volunteer Management
Recruit, conduct interviews and training for all GCTC Front of House volunteers;
Schedule volunteers for shows, student matinees, coat check, mailing,  administrative needs, fundraising initiatives and events;
Ensure volunteers feel prepared, supported and valued;
Coordinate inviting volunteers to dress rehearsals;
Coordinates the annual volunteer appreciation event;
Conduct and review emergency evacuation procedure sessions with volunteers;
Develop appropriate policies and procedures for the volunteer program;
Maintain and update the volunteer program manual;
Ensures accessibility training is carried out;
Coordinates distribution of programs, inserts to patrons.

Bar Management
Ensures the bar is well stocked and inventory is documented and maintained;
Schedules Smart Serve trained bartenders for performances and events;
Reconciles cash and inventory prior to every performance or event shift;
Works with Finance and Office Manager to ensure all licenses and permits are valid and up to date;
Maintains event, inventory, and reconciliation report forms and communication with bartenders;
Manages bartender orientation and training.

Submissions should include a cover letter and C.V. outlining suitability for this role and what sets you apart as the ideal candidate. Please send to the attention of Nicole Milne at developmentdirector@gctc.ca by 5:00 pm on Monday, July 30. Interviews will be held August 9th and 10th. The successful incumbent will be expected to begin working the week of August 20th in order to be suitably trained for the opening of the season.

GCTC is committed to employment equity and encourages applications from women, Indigenous people, persons with disabilities, visible minorities and equity-seeking groups. We thank all who apply, only those selected for further consideration will be contacted. No phone calls, please.

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