Audience Services Manager

Compensation

$1161.65 per week

Syracuse Stage is committed to anti-racism, equity, diversity, and inclusion in all areas of our work, on and offstage, and is an Equal Opportunity Employer. Syracuse Stage acknowledges with respect, the Onondaga Nation, firekeepers of the Haudenosaunee, the Indigenous people on whose ancestral lands Stage now stands. Learn more at www.onondaganation.org.

Candidates from underrepresented groups and those who share these values and have demonstrable experience advocating for anti-racism, equity, diversity, and inclusion are strongly encouraged to apply.

General Job Description:
The Audience Services Manager plays an integral role within the Marketing and Communications team by ensuring all patrons have a positive experience at Syracuse Stage. This Audience Services Manager is responsible for managing all aspects of Front-of-House services including house management, bar management, customer service and handicap accessibility pertaining to performances of Syracuse Stage, S.U. Drama Department, and special events. Responsible for ensuring a pleasant and welcoming ambiance that simultaneously provides audience safety and comfort.

The description of the position in this document is representative and not exhaustive. Regular collaboration between shops in the production department and the wider organization is expected. Duties and responsibilities may shift with organizational needs.

Specific Responsibilities:

1. Manage Front-of-House and Concessions operations according to the above description. Oversee audience entry, seating, and patron experience.
2. Interview, hire, train, supervise, and schedule Front of House staff to ensure appropriate coverage at all Syracuse Stage productions, SU Drama productions, and special events, as determined in conversation with the Director of Marketing & Communications. Work with the Assistant Audience Services Manager to ensure proper coverage for all performances and special events. Prepare the annual performance evaluation for all direct reports.
3. Oversee continued improvement in all aspects of customer service including friendliness, courtesy, accessibility, responsiveness and ambiance. Respond by email or phone to all complaints, sharing serious concerns with supervisor. Investigate causes leading to complaints & facilitate correction as possible.
4. Monitor budget for staff and supplies, explaining significant variances on a quarterly basis.
5. Maintain adequate inventory at all concession areas.
6. Assure compliance with all Liquor Laws for the State of New York and compliance with all laws and regulations pertaining to sales of alcoholic beverages and food service permits. Assure proper alcohol awareness, safety and sanitation with all staff. Complete any required alcohol awareness training programs and make sure all bar staff has also completed the same programs. Ensure that liquor licenses are up to date.
7. Develop menu, pricing, purchase inventory and monitor services for bar and coffee bar.
8. Solicit, train, schedule and supervise Volunteer and Work-study usher staff for Syracuse Stage.
9. Maintain adequate staffing and cash banks at all concession and front-of-house areas.
10. Prepare and submit House Reports for public events, daily deposit reports for concessions and gift shop sales, and other record keeping as required by Controller/Business Office. File Accident Reports if necessary.
11. Supervise Audience Services Department Interns to ensure that appropriate reports are being submitted in timely manner for SU Drama performances and that proper procedures are followed.
12. Manage Gift Shop including development of ideas for inventory, ordering, delivery/pickup, staffing, cash box, tracking of inventory and show sales reports. Sales should be reported to the Controller/Business Office with daily deposit reports.
13. Approve time sheets for all department employees weekly. Schedule and monitor hours worked by hourly staff to align with budgetary needs.
14. Communicate and collaborate as needed with Syracuse Stage and Syracuse University colleagues regarding regular upkeep, repairs, and improvements to the Archbold Theatre, Storch Theatre, Coyne Lobby, Sutton Pavilion, and any alternate venues. Help ensure these spaces remain accessible and compliant with campus and governmental regulations.
15. Manage and delegate the tasks of front of house employees in a manner that maintains the cleanliness of the auditoriums and lobby spaces during public events, including restrooms and other publicly accessible areas, during periods when custodial service is not scheduled. These duties may include mopping, dusting, trash removal, sanitizing tables, counter tops and other surfaces, and other duties necessary to ensure compliance with food-service health and safety regulations.
16. Communicate and collaborate as needed with Syracuse Stage and Syracuse University colleagues to maintain the safety and appearance of the theater’s outside grounds during performances and events. These duties include delegating or coordinating the removal of garbage and debris from the theater plaza and entryway and reporting the need for snow removal or salting of sidewalks and plaza walkways.
17. Facilitate the set up and take down of lobby displays and special decorations. Maintain equipment necessary for wall-hung gallery displays.
18. Purchase, with the approval of the Director of Marketing and Communications, Front-of-House items as needed (i.e. candles, flashlights, batteries, paper products for Saturday Night Suppers, usher items).
19. Purchase all items for bar and coffee concession. Purchase and pick up any supplies for these areas as needed. Track inventory and ensure security of all stored liquor.
20. Manage the Infrared Hearing System to include methods for checking out, proper battery charging, and shipping headsets for repair in a timely manner and requesting purchase of additional headsets as necessary.
21. Maintain Coat Room and deposit the “tips” as part of the daily deposit report to the Comptroller/Business Office.
22. Plan and oversee surround events, such as Opening Night Receptions, Happy Hours, and Trivia Nights, including concept, menu, ordering, setup. Hire and supervise outside caterers to ensure proper set-up, clean up and compliance with food service policies for these receptions. Manage pre-show and intermission activities to ensure timely curtain times.
23. Responsible for physical set up, staffing and locking and unlocking of building for all special events with Syracuse Stage staff.
24. Notify custodians of any upcoming special events. Follow through that all areas involved are cleaned prior to any such events.
25. Notify Electric and Sound Departments of any special needs surrounding special events or performances. Coordinate with departments to make sure needs are met.
26. Supervise outside caterers during special events to ensure proper set up, clean up, and compliance with food services policies.
27. Assist with Box Office operations as needed, ensuring smooth ticket sales and customer service.
    Ensure building security after performances before leaving premises.
28. Train and supervise all front-of-house staff for alternate venues.
29. Additional duties connected to front-of-house and support activities as assigned.
30. Serve as a liaison to General Manager regarding development and implementation of renovation plans for lobby and theatre interior as it pertains to customer service and house management.

Working Conditions:

1. Work is performed in a typical office setting as well as in and around the theater, box office, and lobby.
2. Ability to lift up to 30 pounds.
3. Ability to stand and walk for extended periods of time.
4. The position requires a flexible schedule which includes some nights, weekends, and holidays as necessitated by performances as well as regular business hours.

Job Qualifications:

1. Bachelor’s degree in business, theater, communications, or related field.
2. 3-5 years’ experience in a customer service-related position, preferably in an arts environment.
3. One or more years’ experience in a managerial role.
4. Ability to remain calm and effective under pressure, especially during high-traffic periods or when resolving patron issues.
5. Knowledge of Front-of-House operations, including ushering, concessions, audience management, and customer service principles and best practices, including accessibility standards and inclusive service practices.
6. Successful completion of a background check is required to assume this position.

To Apply: Click Here

Please Include:

• Resume
• Cover Letter
• Three (3) professional references

If you have difficulty submitting your application, please email HR@syracusestage.org or call (315) 443-9842. We ask for materials in a written form, but we invite applicants to share their application using whatever format(s) best support their ability and skillset.

About Syracuse Stage:
Founded in 1974, Syracuse Stage is the non-profit, professional theatre company in residence at Syracuse University. It is nationally recognized for creating stimulating theatrical work that engages Central New York and significantly contributes to the artistic life of Syracuse University, where it is a vital partner in achieving the educational mission of the University’s Department of Drama. Syracuse Stage’s mission is to tell stories that engage, entertain, and inspire people to see life beyond their own experience. Each season 70,000 patrons enjoy an adventurous mix of new plays, and bold interpretations of classics and musicals, featuring the finest theatre artists. In addition, Stage maintains a vital educational outreach program that annually serves more than 15,000 students from 14 counties. Syracuse Stage is a constituent of the Theatre Communications Group (TCG), the national organization for the American theatre, and a member of the Arts and Cultural Leadership Alliance (ACLA), the University Hill Corporation and the East Genesee Regent Association. Syracuse Stage is a member of The League of Resident Theatres (LORT), the largest professional theatre association in the country.

Click the below link for a full list of specific responsibilities and to apply.
https://www.syracusestage.org/job-opportunities