Audience Services Manager

The Orpheum Theatre, a 900-seat historic theatre in downtown Galesburg, is seeking a warm, confident, and people-first professional to join our team as Audience Services Manager. The Orpheum Theatre has seen substantial growth over the past 2 years under new Executive leadership with the organization more than doubling attendance through increased programming as well as contributed and ticketed revenues.

Acknowledging these changes as well as the business infrastructure being built under their new leadership, the organization was awarded the Nonprofit of the Year from the Galesburg Area Chamber of Commerce for 2025.

This role is the face of The Orpheum Theatre. From the moment patrons purchase tickets to the final applause of the night, the Audience Services Manager shapes how people experience our space. If you love working with people, thrive in a fast-paced public-facing role, and believe hospitality is both an art and a skill, we want to hear from you.

What You’ll Do:

You will oversee all front-facing patron services, including:

Box Office Operations
Front of House Management
Volunteer Coordination
Concessions Management
YES (Youth Entertainment Series) Coordination

This role requires someone who can lead with kindness, communicate clearly, and create a welcoming environment for audiences, volunteers, and visiting artists alike.

Key Responsibilities:

Audience Services, Box Office, & YES

• Serve as the primary point of contact for patrons in person, by phone, and online
• Train and manage Box Office Assistants
• Sell tickets, answer event-related questions, and resolve patron concerns
• Manage ticketing software, reports, and event setup
• Handle cash, deposits, and basic accounting
• Maintain accurate patron records and seating preferences
• Coordinate school participation and attendance tracking for the YES program

Concessions Management

• Train and manage concessions and Front of House staff
• Oversee inventory, vendor orders, and cash handling

Volunteer Coordination & House Management

• Recruit, train, and support volunteers (primarily ushers)
• Ensure high customer service standards during all events
• Working with other Orpheum Management team members coordination House Management during performances, liaising between Front of House and stage management
• Organize volunteer recognition and appreciation efforts

What We’re Looking For:

• Someone who genuinely enjoys working with people and building relationships
• Friendly, outgoing, and calm under pressure
• Strong customer service and communication skills
• Ability to lead staff and volunteers with confidence and empathy
• Organized, detail-oriented, and able to juggle multiple responsibilities
• Comfortable using databases, ticketing systems, Canva, Google applications, Microsoft applications, and other basic office software
• Theatre or Arts experience is desired. Regardless of applicable experience in the arts, a passion for curating monumental interactions for both the people of Knox County and surrounding areas as well as visitors from outside the immediate area is paramount to success in this role.

Education & Experience:

• High School Diploma or equivalent required
• College with arts-related study desired

If you’re passionate about creating memorable experiences and being the welcoming face of a beloved historic theatre, we encourage you to apply.

PREFERRED SKILLS:

This position is the face of The Orpheum Theatre. This role is who guests will most interact with from their ticket buying experience to setting the tone for what their experience will be like at the theatre. Our ideal candidate is naturally outgoing, friendly, and an easy relationship builder. They are patient and calm under pressure.

• Excellent customer service skills.
• Knowledge of database, word processing, spreadsheet and graphic design software.
• Excellent time management skills and ability to prioritize tasks.
• Ability to use problem solving skills and tact when addressing patron and/or artist needs and concerns.
• Ability to work well with Orpheum Theatre colleagues and volunteers; renting organization representatives; artists and their representatives, stage and road managers, musicians, and/or technical crews.
• Knowledge of theatre ticketing software is a plus.

PHYSICAL SKILLS:

• Ability to lift a minimum of 35 lbs
• Ability to climb stairs and ladders
• Ability to bend, kneel, crouch, sit, stand for long periods of time
• No fear of heights or darkness.

LIMITATIONS AND DISCLAIMERS:

The above job description is meant to describe the general nature and level of work being performed or required; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Illinois, the state in which the Orpheum Theatre resides, is an At-Will Employment state. Employment is voluntary and indefinite. The Orpheum Theatre management and/or the Knox County Metropolitan Exposition, Auditorium and Office Building Authority Board of Directors reserves the right to terminate an employment relationship with an employee at any time, for any reason, without advance notice.

Job Type: Full-time

Benefits:

Dental insurance
Health insurance
Paid time off
Professional development assistance