The Den Theatre
Chicago, IL
US

CONTACT NAME

Ron Wells

DESCRIPTION

The Den Theatre is currently seeking an Audience Service Manager. The position will encompass management of Front of House and Box Office staff. Qualified candidates will have a high level of interest in theatre and customer service experience.

The Audience Services Manager is responsible for monitoring interactions between Staff and Patrons, as well as, coordinating Renter’s Box Office and Front of House Needs.

Desired skills include, but are not limited to:

• Experience with AudienceView (previously, OvationTix)

• Experience in Google Drive and Microsoft Office

• Functioning independently and as a team to problem solve.

• Good communication skills.

• Being able to multitask.

Duties related to management of front of house staff include, but are not limited to:

• Interviewing and hiring all Front of House Staff

• Training all Front of House Staff in all procedures (i.e. sales, building operations protocol, patron care, etc.)

• Setting up all required training for Front of House Staff in a timely manner (i.e. sexual harassment)

• Conducting quarterly performance reviews for Front of House Staff and providing proper disciplinary action when required.

• Scheduling all Front of House Staff.

• Approving, monitoring, and tracking hours for payroll.

• Recruiting, Training, and Managing all Volunteers for larger events.

• Working as a liaison between The Saints (Ushers) and The Den Theatre.

• Updating the Front of House Voicemail

• Maintaining The Den Marquees, Poster Updates, and Digital Media within The Den.

• Maintaining the Front of House Handbook

• Maintaining the Audience Services Manager Handbook.

• Retaining knowledge of shows running across our 5 rental spaces.

• Working on your feet, climbing up and down stairs, and lifting up to 20lbs.

• Making ticket sales over the phone and in person.

• Checking in patrons and directing them to events.

• Answering phone calls, emails, and messages.

• Functioning as a liaison between theatre companies’ and their patrons.

• Management of crowd flow, across 2 floors.

• Track, maintain, and distribute customer survey responses.

• Track, order, maintain, and distribute The Den Theatre merchandise in collaboration with upper management with a focus in increasing sales.

• Performing maintenance on and ordering stock for BOCA ticket printers and AudienceView ticket scanners.

• Create and maintain a high customer service standard across the department, in line with The Den Theatre values.

Duties related to management of Renter and Facility’s Relations include, but are not limited to:

• Posting and maintaining all ticket sales pages on the website.

• Sending out ticketing and front of house forms to the renters and ensuring they respond.

• Maintaining the google domain group mailing lists, for reports.

• Processing Payouts to rental companies and comedians.

• Processing quarterly and annual reports. (Assessing Profit/Loss)

• Processing other reports, as needed.

• Managing 3rd Party Sales.

• Managing Group Sales.

• Managing donation requests for outside companies.

• Partners with the Marketing Manager to keep The Den website and social media up to date on current shows.

• Monitoring the Ticketing Services Agreement for Renters. Assisting with negotiations between the ticketing service provider and The Den.

• Tracking and reporting weekly sales to all relevant departments.

Goals:

• The primary goal is to maintain a minimum net profit of 20-30% when balancing ticketing revenue versus staffing costs and overhead.

• Create and maintain collaborative relationships with Marketing Manager and other department heads to find ways to creatively increase revenue.

Compensation:

• Salary $40,000 - $45,000 / based on experience

• Health, dental, and vision insurance

• 401k

• PTO and sick days

• Comp Tickets to Shows

• Den Discounts

Timeline:

Hired candidates should be ready to report to work on April 29th.

Experience in Box Office and House Management is preferred. Some evening and weekend availability is necessary. Must be available to work in person.

Please send your cover letter + resume to [email protected]

At The Den Theatre we strive to curate a community where diversity is hard-wired into the fabric of our organization. We are proud to be an equal opportunity workplace and believe that art is stronger and more authentic when we welcome and affirm voices from diverse backgrounds.

DURATION

May 1, 2024 -

SALARY

$40,000.00 – $45,000.00 per year

APPLY ONLINE

https://thedentheatre.com/employment

APPLY BY EMAIL

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