Group Services Manager

  • Full Time
  • Chicago

Drury Lane Theatre

Position Reports To:  Box Office Manager

Direct Supervisor: Managing Director

Position Purpose and Objectives

Under broad supervision of the Box Office Manager, the Group Services Manager is responsible for generating sales of theatre and dining packages to meet and exceed the goals set by Drury Lane Productions.  This position will work with former and existing clients, providing excellent customer service that will establish strong relationships resulting in repeat visits and bookings to Drury Lane.  Identifying new leads, the Group Sales Manager will educate potential customers on our products and services to create new connections and income streams.  Duties include, but are not limited to, completing sales and contract agreements; maintaining and exceeding pre-set sales goals and determining future goals; working with Marketing team to create assets to promote group sales; working with Martinique Drury Lane for the food and beverage portion of group sales; leading the group services department in a positive and supportive manner; executing customer service to the high standards and expectations of Drury Lane.

Essential Job Functions

Establishing and maintaining trust and rapport with clients through appropriate coordination of new and existing accounts to ensure repeat business.
·       Pursuing new business for Drury Lane Productions and identifying opportunities to acquire new leads, which includes but not limited to making cold calls, and attending events.

Serving as the primary point-of-contact for existing customers, coordinating internal and/or external constituencies to obtain price estimates, generate contracts, book reservations, resolve complaints, and perform other similar duties.
Ensuring customer satisfaction by analyzing complaints, concerns, and suggestions.
·       Working with Marketing team to send targeted mailings & e-mail blasts throughout the season to increase sales.

·       Make phone calls and send emails to follow up brochure and other mailings as well as e-mail blasts.

Compiling reports regarding sales activities and monitoring progress toward established sales goals.
Utilizes databases to track customers, fulfill group orders, manage seat allocations, generate invoices, and/or input other relevant data.
Identifying opportunities to enhance programs and offerings; developing and implementing initiatives to enhance Drury Lane Production’s capacity to meet established sales goals.

General Job Functions

Excellent interpersonal skills, including strong customer service orientation.
Ability to identify and/or follow up sales leads and referrals.
Ability to meet and/or exceed established sales targets.
Ability to work under pressure and meet deadlines.
Ability to use independent judgment to analyze and resolve problems.
Excellent time management and organizational skills.
Ability to listen to, deescalate, articulate to Groups Services team solutions to resolve customer complaints and concerns.
Professionally represent Drury Lane Productions at all times.
Supervisory Responsibilities

·       One full time Group Services Associate or two part time Group Services Associates

Experience and Knowledge Required

·       High school diploma or equivalent required, Bachelor’s degree in Business preferred

·       Direct sales experience required- minimum of 2-3 years, Group or Event Sales preferred

·       Previous administrative, and customer service experience-minimum 2 years

·       Proficient in all Microsoft Suites and Google Suites required

·       Experience with ticketing and/or Ticketmaster Archtics preferred but not required

·       Experience with Theatre from a front of house capacity preferred but not required

Working Conditions and Requirements

·       Ability to stand or walk for 2-4 hours.

·       Work is normally performed in a typical interior/office work environment.

·       Must be available to work nights, weekends and holidays.

·       Must be fully vaccinated against COVID-19

·       Must have reliable transportation

Instructions to Apply:

Please submit your cover letter and resume to

To apply for this job email your details to

Pay Rate/Range*: Starting at $45,000