Patron Services Manager

Job Title: Patron Services Manager

Organization: Firehouse Theatre

Department: Operations

Classification: Full Time Hourly (with potential for growth)

Reports To: Director of Operations & Administration

Summary

The Patron Services Manager at Firehouse Theatre is responsible for creating a welcoming, organized, and professional experience for every patron, volunteer, and guest who enters the theatre. This role oversees box office operations, front-of-house activities, volunteer coordination, and on-site event management, ensuring that performances and events run smoothly from doors open to final close. The Patron Services Manager serves as a key ambassador of the theatre’s mission, values, and commitment to exceptional community-centered experiences.

Primary Responsibilities

Patron Experience and Front of House

• Serve as the primary on-site staff member for performances and events
• Ensure a warm, inclusive, and well-organized experience for patrons from arrival through departure
• Oversee front-of-house operations including seating, concessions, lobby flow, and accessibility needs
• Respond calmly and professionally to patron questions, concerns, or special requests
• Ensure all opening and closing procedures are completed accurately and consistently
• Close the facility following performances and events

Box Office Operations

• Manage day-to-day box office operations and patron communications
• Become proficient in the theatre’s ticketing and CRM systems
• Set up performances, ticket pricing, packages, discounts, and promotions
• Respond to patron phone calls and emails in a timely and courteous manner
• Pull ticket sales, attendance, and operational reports as needed
• Enter donations into the CRM system and assist with donor record maintenance

Volunteer Coordination

• Recruit, schedule, and support front-of-house volunteers for performances and events
• Create and manage volunteer schedules and SignUpGenius forms
• Prepare pre-show volunteer materials including rosters, name badges, and assignments
• Train volunteers on patron service expectations, safety procedures, and theatre policies
• Ensure volunteers are supported, engaged, and performing assigned duties effectively
• Support volunteer recognition, appreciation, and retention efforts

Event and Facility Support

• Arrive at least 1.5 hours before curtain to prepare the building for performances
• Support concessions setup, inventory, signage, and cleanliness
• Coordinate staffing coverage and assist with resolving last-minute scheduling needs
• Serve as the designated Food Manager and maintain or obtain required certifications (TABC, Food Manager)
• Communicate facility or patron service issues to Operations leadership as needed

General and Administrative

• Work independently while maintaining strong communication with leadership and team members
• Support a positive, respectful, and harassment-free work environment
• Prepare reports and documentation as requested by leadership
• Uphold Firehouse Theatre’s Mission, Vision, and Values in all interactions
• Perform other duties as assigned within the scope of the role

Minimum Qualifications

• Two or more years of customer service, administrative, or operations experience
• Experience working with volunteers, nonprofit organizations, or live events preferred
• Strong interpersonal, communication, and problem-solving skills
• Ability to remain calm, professional, and organized in fast-paced environments
• Ability to maintain confidentiality and handle sensitive information
• Ability to work evenings and weekends as required by performance schedules
• Must successfully pass a background check

Physical Requirements

• Ability to stand or sit for extended periods of time
• Ability to lift up to 50 pounds

Standard Company Expectations

• Demonstrates professionalism, accountability, and warmth in all patron interactions
• Represents Firehouse Theatre as a welcoming and community-focused organization
• Works collaboratively and respectfully with staff, artists, and volunteers
• Maintains consistency and quality in patron services and front-of-house operations
• Seeks continuous learning and growth within the role

To Apply:

Interested candidates should submit a resume and cover letter detailing their relevant experience and passion for the non-profit sector to Deborah Ward, Director of Operations and Administration, at operations@thefirehousetheatre.com. Please include “Patron Services Manager” in the subject line.

The Firehouse Theatre is committed to cultivating a creative environment that is inclusive of all peoples, honoring of cultures and communities, diverse across various layers of the organization, equitable in matters of policy and practice, intentional and thoughtful about building cultural competence, and demonstrating our values through our actions and behaviors and supportive of our local community. We welcome applicants of all abilities, ethnicities, gender identities, and ages to apply for positions. The Firehouse Theatre is an equal opportunity employer.

English, Spanish a plus