Patron Services Coordinator bei City of Northglenn, CO

About the Department

The Patron Services Coordinator is an integral part of the Northglenn Arts team, who manages the box office, ticketing, house management, front-of-house, volunteers, concessions, hospitality, and class/camp registration for the division's many art-based projects. As part of the City of Northglenn, the Coordinator is also responsible for collaborating with the Active Recreation guest services team and the Recreation Center’s operations team. The Coordinator must have strong  customer service, organizational, team management and project management skills in order to meet the needs of the divisions’ programs. Individuals who function well in a collaborative, detail-oriented environment will thrive.

Position Duties

Coordinate front-of-house needs for Northglenn Arts performing arts productions & cultural program’s outdoor seasonal events. Front-of-house needs include: Ticketing, House Management, Volunteer Recruitment, Volunteer Coordination, Box Office Sales (including Group Sales), Class Registration and Concessions.

1. Ticketing: Manage and maintain theatre ticketing system and online ticket sales program (currently AudienceView)
2. House Management: Coordinate required house management for events, internal productions and/or theatre rentals in the Parsons Theatre and related spaces.
3. Box Office Sales: Train & coordinate staff on successful box office sales. Develop and implement group sales processes and audience development processes. 
4. Class and Camp Registrar: Manage and maintain Northglenn Arts classes, camps and programs online registration programs (currently RecTrac/Webtrac)
5. Concessions Management: Manage concessions and alcohol for the Parsons Theatre and Community Rooms. Including, inventory, purchasing, tracking, sales, state mandated record keeping for alcohol, and assessing trends and making recommendations. 
6. Patron Experience: Create and establish operational practices and procedures for creating exceptional patron experiences for the varying Northglenn Arts Patrons and Participants. 
7. Patron Services Team Management:  Oversee and lead the Patron Services team to include; Supervising, coordinating, training, scheduling, coaching, staff development and daily activities of the team. Leading the team to ensure all policies and practices related to the theatre front-of-house operations and needs are met. 
8. Maintain and distribute accurate tracking and reports for all events, volunteers, donations, concessions, classes and attendance.
9. Facilitate systems to measure patron and participant satisfaction, monitor and advocate for experience results/needs to peers and leadership.
10. Create and distribute information for the patron services and guest services, on upcoming Presents, NYT, rental and other events and performances.

• Manage community room and activity room rentals: maintain the availability calendar, respond to inquiries, book rentals, and follow through with on-site support of room rentals day-of.
• Assist in maintaining public-facing spaces and front-of-house equipment: including the upkeep, cleanliness, safety requirements, minor maintenance needs and compliance needs, such as alcohol sales compliance and fire code compliance.
• Provide exceptional customer service to both internal and external patrons and partners. Represent the City of Northglenn in a positive manner.
• Maintain and utilize a city purchasing card for purchases, following all prevailing policies and practices of the City of Northglenn.
• Other duties as assigned.

Minimum Qualifications

Research shows that women and other underrepresented and historically marginalized groups tend to apply only when they check every box in the posting. If you are reading this and hesitating to click “apply” for that reason, we encourage you to go for it! A true passion and excitement for making an impact is just as important as work experience.

• Bachelor’s degree in Theatre Management, Hospitality Management, Customer Service Management, or related field preferred.
• A minimum of three (3) years of experience in a fast-paced theatre, customer service or hospitality industry. 
• Knowledge of and/or interest in the performing arts is a priority.
• Outstanding and positive leadership skills, demonstrating the ability to organize and direct the activities of the patron services team.
• Ability to cultivate a strong collaborative team, composed of diverse groups of people, all oriented towards central customer service goals.
• Excellent interpersonal communication skills
• High attention to detail and superior organizational skills
• Possess independent, professional judgment, especially under pressure, with the ability to successfully prioritize and manage multiple projects and deadlines.
• Ability to assume a leadership role in emergency situations; lead evacuation or other safety related procedures such as calling emergency services or providing first aid.
• Demonstrate the ability to think strategically and offer quality solutions. 
• Ability to multitask, prioritize and be flexible, especially in a growing division.
• Ability to manage and facilitate change in a growing division.
• Working knowledge of office equipment (computer, copy machines, etc.)
• Proficiency in following:
  • Word, Excel, PowerPoint, Outlook; Teams, AudienceView Professional, Vermont Systems RecTrac 3.1, Google Docs, Google Drive, Google Sheets and Google Forms. 

Other Qualifications

Necessary Special Requirements

• Valid driver’s license and good motor vehicle record; ability to drive City vehicle
• Must have current certification in Community CPR/AED/First Aid or the ability to obtain within 3 months of hire. 
• Obtain and Maintain Responsible Alcohol Server Training for Intervention Procedures Train the Trainer Certification (TiPS On-Premise) or the ability to obtain within 3 months of hire.
• Position Requires Criminal Background check. 
• Position Requires a Colorado Bureau of Investigations Background Check and fingerprinting for liquor licensing and the ability to be listed as manager on a Colorado Liquor License.
• Generally this position will work evenings and weekends, but the ability to work a flexible schedule that includes daytime, evenings and weekends is necessary.  Work with extended hours may be required; work on holidays may be required. 
• Attendance is an essential function of the job.

Working Conditions 

• This position operates in a professional office environment for primary hours, but includes outdoor events in a park and recreation settings on occasion.  

 Physical Requirements 

• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, walkie talkies and iPads.
• This role routinely includes sitting for extended amounts of time and standing for extended amounts of time. 
• This role includes climbing stairs, crouching, and reaching above shoulders.
• While performing the duties of this job, the employee is regularly required to talk and hear.
• Must be able to regularly push/pull, lift and/or move objects up to 30 pounds using appropriate tools and assists.

Selected candidate will be required to pass a background, drug screen and physical

Hiring Range:  $55,294 - $60,000
Full Range:  $55,294 - $77,412

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