Audience Services Manager

Position: Audience Services Manager

Porchlight Music Theatre, the award-winning center for music theatre in Chicago, seeks a motivated, highly organized individual to join our dynamic team for our 26/27 season at The Biograph Theatre, 2433 North Lincoln Ave, Chicago, IL. The Audience Services Manager provides day to day supervision of all front-of-house operations and ensures a safe, efficient, satisfying and memorable experience for all audiences while maximizing ticket sales and donated income. This  part-time, hourly position begins soon and runs until May 2027.

Major duties and responsibilities include:

Serve as lead for all front-of-house activities, providing a positive customer experience and ensuring a safe and pleasant patron environment
Train, manage, supervise, and schedule box office and front-of-house personnel
Oversee all ticketing operations, through PatronManager including order processing, sales reconciliation, daily/weekly/monthly sales reports.
Prepares and maintains box office financial and attendance records, including receipts, deposits, ticketing reports, and event summaries in coordination with PMT leadership
Oversee inventory and readiness of box office and front-of-house supplies
Respond to audience concerns and service issues professionally and efficiently
Oversee safety and emergency preparedness program for audiences and respond to emergency situations as needed
Collaborate with all departments as needed for the overall success of special events/rentals
Manage volunteer ushers (Saints)
Anticipate and meet the requirements of special needs patrons ensuring ADA standards are met
Serve as primary contact for PatronManager including configuring new events, maintaining data, and designing new reports
Maintain and update the organization’s audience services policy and procedure manual
Oversee concession operations, including the ordering and inventory management of food, beverages and supplies

Qualifications:

Required:

Minimum 2 years’ experience working in audience services for a professional
performing arts organization
Availability to work flexible hours including evenings and weekends.
Strong experience in PatronManager
Excellent phone skills with a friendly and supportive personality (both on the phone and off)
Punctuality and professionalism
Commitment to providing a healthy and safe work environment

Preferred:

Love of the arts, especially musicals
Ability to work efficiently in a collaborative team setting and liaison with internal and external stakeholders.
Ability to multitask in a fast-paced work environment while maintaining great attention to detail
Ability to effectively prioritize responsibilities and work activities
Flexibility and willingness to adapt as business demands