Manager, Patron Services

Manager, Patron Services


Manhattan School of Music
New York, NY 10027


Caroline Hirsch

Job Details


Title:                           Manager, Patron Services

Department:              Performance Operations

Reports To:                Dean of Performance Operations  

Supervises:                 Front of House Staff and Box Office Staff

Internal Contacts:     All departments, students, faculty and staff          

External Contacts:    Patrons, vendors and all offsite performance venues

Start Date:                  Immediately

Employment Status: Full-time, Exempt position             


The Manager of Patron Services will work to produce the highest possible customer service standards at Manhattan School of Music, overseeing all functions within the Box Office and Front of House Staff.  The Manager of Patron Services and their staff are the first line of interaction with MSM patrons and are responsible for ensuring that the audience has a safe, relaxed and pleasant experience while attending performances at Manhattan School of Music.


Representing the school across multiple on-site and off-site venues, the Manager of Patron Services serves one of the most important positions within the business of live show production and events. The Manager oversees all sales of all ticketed events and is responsible for accounting for transactions, ensuring patrons have the ease and ability to purchase tickets both online and in person.


Key Responsibilities:


Box Office Management

Governing ticket sales, the Box Office coordinates with all on-site and off-site venue production and producing staff, establishing ticket prices and managing all point-of-sale systems for issuing tickets while enforcing policies concerning exchanges, refunds and similar activities related to the sale of tickets. Other key responsibilities include:

  • Management of Box Office Staff
  • Ensure house count is coordinated with venue and production staff, making sure not to oversell any performance.
  • Maintain communication with all MSM students, faculty and staff about ticket sales, comps and VIP ticketing procedures.
  • Monitor and manage all monies associated with the sale of tickets and in coordination with the MSM Business Office to ensure we are compliant with best practices.
  • Update event and ticket information online and in coordination with Media and Communication.
  • Manage and operate Spectrix ticketing software


Front of House Staff Management

The front of house staff are the face of Manhattan School of Music at all events. They are responsible for the care, comfort and safety of the audience and patrons during every live performance at Manhattan School of Music. Key responsibilities in this area include:

  • Oversee all front-of-house operations on campus and, where necessary, for offsite performances.
  • Recruit, interview, hire, train and supervise House Managers and Ushers.
  • Work closely with Production, create and maintain the House Staff Crew Schedule.
  • Payroll Processing.
  • Create and develop procedures and policies for running all front of house duties ensuring MSM is compliant with best practices for fire guarding and CPR training for all house staff employees.
  • Facilitate concert attendance school wide.
  • Co-coordinate and run concert and events meetings.


Job Requirements:

·         Undergraduate degree in music, performing arts or arts administration, or equivalent professional experience.

·         3-5 years of experience in arts administration, box office and house staff management

·         Strong working knowledge of event management and production management.

·         Familiarity with and sensitivity to the performing arts and artist training environments.

·         Excellent computer skills and aptitude, including Spektrix, Microsoft Office Suite and database management.

·         Strong organizational skills.

·         Basic accounting skills.

·         Attention to detail, ability to proofread and edit.


Contact Information:

Send cover letter and resume to:

Caroline Hirsch

Assistant to the Provost

Manhattan School of Music

130 Claremont Avenue, New York, NY 10027

Or to:

No phone calls please


Equal employment and equal educational opportunity have been and will continue to be fundamental principles at Manhattan School of Music, where employment and enrollment are based upon personal capabilities and qualifications without discrimination or harassment because of race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, marital status, citizenship or veteran status, disability, or any other characteristic protected by law. Manhattan School of Music does not permit retaliation against individuals who oppose a discriminatory practice or participate in an investigation.


November 8, 2018 -



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