Director of Patron Services - Royal MTC

As the Director of Patron Services, you will:

 Effectively manage Box Office activities and Front of House through leadership of the Box Office Manager and Front House Manager and supporting their teams.

 Oversee staffing, training, onboarding, and scheduling of box office, front of house, patron services staff and volunteers.

 Develop and implement ticketing policies, and compliance and governance of applicable legislation regarding food & liquor.

 Ticket management in coordination with the Ticketing Application Specialist, overseeing ticketing activities, and ensuring ticketing system functionality.

 In partnership with the Ticketing Application Specialist create database user guidelines and policies. Evaluate, test and implement ticketing related database changes.

 Builds or supervise building of houses for all performances and events (200+), inputting held sets, handling pricing and promotions, building print-at-home tickets.

 In consultation with the Director of Marketing, you will contribute to campaign strategy and planning, ticket pricing, revenue forecasting, and implementation of promotions, season ticket packages, and other related initiatives, which drive revenue and deepen patron loyalty.

 Work with Director of Finance to reconcile all departmental and ticket sales revenue. Implement and maintain accounting procedures, acute and daily audit and performance reporting and end of season closeout.

 Own departmental budgets and support preparation of regular reporting, forecasting, and inventory management.

 Manage escalated patron concerns and requests and complex issues, determining the best course of action for resolution and preserves a high level of patron service.

 Ensure the safety of patrons, employees, and volunteers through the proper training, implementation, and enforcement of emergency procedures.

 Interpreting and applying the provision of the Accessibility Manitoba Act (AMA) as it applies to Royal Manitoba Theatre Centre patron experience.

 Be a champion and advocate for our Front of House volunteers and patrons.

Your Skills, Abilities and Qualifications:

 A confident people leader with minimum five years in supervisory hospitality or customer service role.

 Strong working knowledge of ticketing systems required; Tessitura preferred.

 Demonstrated experience supervising food and beverage operations considered an asset.

 Knowledge of health and safety regulations, and liquor laws required.

 Experience working with volunteers and practical knowledge of performing arts environment essential.

 Detail-oriented, able to handle several tasks simultaneously under tight deadlines.

 Outstanding customer service and communication skills, ability to quickly build rapport with patrons and stakeholders.

 Strong problem-solving skills.

 Confident and clear communication skills.

 Proficiency in the Microsoft Office suite, with an emphasis on Excel.

 AMA knowledge.

 Ability to accommodate a demanding and flexible schedule, including evenings, weekends, and holidays (corresponding to the theatrical schedule).

 An authentic passion for the art of gathering people, ideally within the performing arts.

Benefits of the organization:

 Professional Development

 Health Benefits Package

 RRSP Pension Program

 Complimentary & Discounted tickets

How to Apply:

Please apply online at www.jobs.peoplefirsthr.com or by emailing your resume (on MS WORD format) in confidence to Erika Recksiedler [email protected]

We thank all applicants for their interest; however, only those selected will be contacted for an interview.