Patron Experience & Events Manager @ The Dairy Arts Center

The Patron Experience and Events Manager is a seasoned hospitality professional responsible for cultivating a welcoming, polished, and solutions-oriented experience for every patron, renter, artist, and guest who enters the Dairy Arts Center. This role requires strong judgment, calm leadership under pressure, and the ability to lead by example while actively working alongside staff in a fast-paced, customer-facing environment. The ideal candidate is highly accountable, service-driven, and experienced in supervising teams within hospitality, entertainment, arts, or event-based settings.

The Patron Experience and Events Manager oversees all part-time Patron Services staff, including Box Office, Cinema, Concessions, House Management, and Special Events personnel. This position is responsible for setting clear expectations for professionalism, customer care, communication, and operational execution while fostering a culture of teamwork, accountability, and hospitality excellence. The Patron Experience and Events Manager is expected to mentor and support staff through direct engagement on the floor, modeling professionalism, composure, initiative, and exceptional guest service at all times.

As a working manager, this position remains actively involved in front-of-house operations during evenings and events, serving in both leadership and operational capacities as needed. Responsibilities include anticipating patron and renter needs, proactively resolving issues, managing complex or sensitive customer interactions, supporting event logistics, and ensuring smooth operations across multiple venues and service areas. The Patron Experience and Events Manager must be capable of making sound real-time decisions, balancing guest experience with operational priorities, and maintaining a calm, welcoming presence during high-volume or high-pressure situations.

Employment Type: Full-Time Exempt; 40 hours per week, Wed-Sun; 2PM-close

ESSENTIAL FUNCTIONS

• Recruit, hire, train, schedule, and directly supervise Patron Services staff
• Lead all front-of-house operations, including the Box Office/check-in area, Polk Café, Boedecker concessions, and performance/event activity throughout the building
• Develop and maintain clear training standards, operational procedures, and service expectations
• Serve as the primary leader and point of communication for the Patron Services team
• Maintain strong working knowledge of upcoming events, rentals, and daily operations to ensure staff preparedness and alignment
• Foster a collaborative, accountable, and guest-centered culture across Patron Services and other Dairy Arts Center departments and stakeholders
• Deliver exceptional hospitality to patrons, artists, clients, renters, volunteers, vendors, supporters, and community partners
• Coordinate and support event volunteers as needed
• Ensure all shifts are fully staffed and provide floor coverage or direct operational support when necessary
• Remain actively present during peak service periods and serve as the lead staff member on site and last to leave during performance evenings
• Address performance concerns and initiate disciplinary action when appropriate
• Lead regular Patron Services staff meetings and team communications
• Attend pre-production meetings with clients and internal teams to support successful event execution
• Coordinate and fulfill special event and client requests
• Manage nightly cash reconciliation
• Ensure building is secure before closing
• Manage POS updates
• Ensure Sage Pages and end-of-shift reports are completed accurately and consistently, and prepare operational reports for leadership staff
• Maintain compliance with all applicable food service, liquor licensing, and health department regulations
• Manage monthly inventory, product ordering, and event supply levels
• Uphold high standards of safety, cleanliness, organization, and operational excellence throughout all front-of-house and prep spaces, including storage and kitchen areas
• Support additional operational and client-relations needs as assigned by the Client Relations Manager

WHAT YOU BRING

• 10+ years leading teams of 10 or more people in hospitality, events, or customer-facing environments
• A hands-on, adaptable mindset with the ability to learn quickly through observation and real-time problem solving
• Strong instincts for anticipating the needs of patrons, renters, artists, and guests
• Calm, professional judgment under pressure and exceptional public-facing communication skills
• A leadership style grounded in accountability, initiative, and leading by example
• The ability to prioritize competing demands, give clear direction, and solve problems independently
• Experience working with CRM, POS, and/or ticketing systems
• Working knowledge of Google Workspace
• A demonstrated commitment to excellence, inclusion, and the mission of the Dairy Arts Center
• A genuine appreciation for performing, cinematic, musical, and visual arts

WHAT SETS YOU APART

• CPR, First Aid, and AED certifications
• TIPS certification (or willingness to complete training provided by the Dairy)
• Bartending experience
• Experience managing vendor relationships and event logistics
• Experience working with large-scale festivals and events

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Expected to lift up to 25 lbs and occasionally lift and/or move more than 25 lbs with assistance
• Expected to stand and/or walk for up to 8 hours excluding designated lunch and break periods

About the Dairy Arts Center

The Dairy Arts Center connects a dynamic and diverse community to create inspiring and engaging experiences in the performing, cinematic and visual arts. The Dairy Arts Center is a 501(c)3 nonprofit organization.

As a nonprofit multidisciplinary arts venue, the Dairy Arts Center values community, curation, cultivation, and courage. These shared beliefs guide our day to day operations, programming selections (our own and those of our presenting organizations), and our interactions with Dairy Arts Center staff and board, patrons, donors, partners, residents, volunteers, artists and all stakeholders. The Dairy Arts Center welcomes everyone, including people of any race, ethnicity, nationality, gender identity or presentation, sexual orientation, ability, religion, and citizen status.

Don’t meet every requirement? Studies have shown that women and people of color are less likely to apply for jobs unless they meet every single qualification. We are committed to building a diverse, inclusive, and authentic team. If you’re excited about this role but your past experience doesn’t align perfectly with the job description, we would like you to apply anyway. You may just be the perfect fit for either this or other roles!

Eligible for Cigna health insurance benefits after 90 days of employment, eligible for 401(k) 60 days after employment, Voluntary Guardian Benefits, IDShield and LegalShield, 3 weeks of PTO for first year of employment, employer sponsored life insurance and a discount on Dairy Arts Center products.

This is a full time salaried position averaging 40 hours per week including paid holidays, PTO; health, dental and vision benefits; eligible for 401(k) 60 days after employment, Voluntary Guardian Benefits, IDShield and LegalShield, 3 weeks of PTO for first year of employment, employer sponsored life insurance and a 50% discount on Dairy Arts Center products/services.