Patron Experience Coordinator

Job Description:

The Patron Experience Coordinator is responsible for coordinating all aspects of box office operations for the Victoria Playhouse. Reporting to the Executive Director, this customer service-focused role coordinates with management and staff to support smooth operations and a positive entertainment experience for patrons. Additionally, this position is responsible for processing financial transactions, maintaining accurate records, takes the lead on engaging patrons attending the theatre, and supports marketing and fundraising activities that promote the objectives of the organization. The ideal candidate will possess excellent organizational and communication skills, a passion for theatre, and the ability to deliver exceptional customer service.

Key Responsibilities: 

Box Office and Customer Service 

• Under the direction of the Executive Director, coordinate box office and other front of house operations, including ticket and concession sales and seating assignments.
• Handle cash, credit card, and other forms of payment.
• Provide patrons with information about programming, performances, schedules, seating, payments and theatre policies.
• Provide exceptional customer service to patrons, supporting patrons before, during, and after performances, addressing any issues or concerns promptly and professionally.
• Ensure the concession is well stocked, product inventory records are updated, and all sales transactions are recorded on daily cash sheets.
• Conduct end-of-day wrap-up procedures, including cash counts and reports.
• Maintain accurate records of ticket and concession sales, financial transactions, visitor information, and other relevant data.

Marketing, Fundraising, and Theatre Promotion

• Assist with marketing initiatives to promote theatre programming, including creating social media content, undertaking patron surveys and supporting community outreach activities.
• Monitor ticket sales and attendance patterns, identifying trends and preferences to tailor marketing efforts and maximize patron engagement and experience.
• Engage patrons by sharing stories and providing tours of the facility when not in use.
• Support the implementation of the annual art raffle, private donor mailout and other fundraising initiatives organized to ensure organizational sustainability.

Other 

• Ensure the cleanliness and basic maintenance of all theatre amenities.
• Coordinate with front-of-house and production staff, management, and volunteers to support a smooth operation and a positive entertainment experience for all patrons.
• Perform other duties as assigned by the Executive Director.

Qualifications:

• Post-secondary education in Arts, Business or a related field considered an asset
• Previous experience in a box office or customer service role, preferably in a theatre setting.
• Strong organizational and multitasking skills, with the ability to prioritize tasks effectively.
• Experience handling cash, payments and financial transactions.
• Excellent communication and interpersonal skills, with a friendly, professional demeanor.
• Experience using various marketing platforms (Facebook, Instagram, Emma, etc.).
• Proficiency in basic office and ticketing software (Google, Microsoft, Ticketpro, etc.).
• A passion for theatre and a commitment to providing outstanding service to patrons.

Working Conditions: 

Temporary term, full-time, including evenings and weekends as required by the theatre.

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