Patron Experience Manager – Everyman Theater, Baltimore

The PATRON EXPERIENCE MANAGER leads and oversees all House Operations, including House Management, Front of House, and our lobby bar, and works with the Ticketing Services Manager to create a patron-first experience that is welcoming, efficient, inclusive, and safe for all Everyman audiences. S/He/They are a key member of the Marketing/Communications team, reporting to the Associate Director of Marketing and Strategic Communications. This position is ideal for an energetic, adaptable, personable, and solutions-driven individual who is eager to find innovative and easy ways to address challenges, set a positive tone and be a model for the rest of the House team. Take this opportunity to become part of a dynamic, fast-paced Baltimore cultural institution that prioritizes quality, first-rate customer service and patron experience, and access above all else. The salary range for this position is $35,000 to $38,000.

PRIMARY RESPONSIBILITIES:
• Supervise, schedule, budget, train and manage all part-time Front of House staff
• Maintain the financial records and budget for Vinny’s Bar (concessions)
• Oversee, budget, and manage periodic merchandise sales
• Manage the inventory of Vinny’s Bar, including ordering from food and beverage distributors and making pick-ups and deliveries as necessary (travel is reimbursable)
• Coordinate the theatre’s specialty food offerings at Vinny’s Bar with partner restaurants, and local eateries
• Help coordinate bar and at-theatre event needs for other departments as needed
• Oversee the House Management team to prepare the theatre for performances
• Curate a positive and welcoming atmosphere in Everyman’s lobby, ensuring an excellent experience for patrons – this may include music and lobby displays, etc.
• Work closely with Everyman’s facilities team to maintain a clean, safe, sanitary workplace
• Work closely with outsourced, part-time Volunteer Services Coordinator and Ticketing Services Manager to foster relationships with our Volunteer Corp ushers on a day-to-day basis (including meetings, trainings, and communications with the group)
• Occasionally cover shifts in other Front of House areas as needed (bar, box office, and house staff)
• Work with the marketing, development, education, and facilities teams to prepare for special events, programming, and rentals being held at the theatre
• Other duties as assigned

QUALIFICATIONS & SKILLS
• Minimum 2 years in a similar role, preferably at another customer-centered organization
• Prior event or bar management experience (Front of House theater experience a big plus)
• Alcohol awareness certification a plus – you will be trained at Everyman’s expense if not already certified
• Prior cash handling and financial reconciliation experience a big plus
• Access to safe and reliable transportation
• Exceptional attention to detail and the ability to juggle multiple tasks/responsibilities at the same time
• Ability to work nights and weekends as needed (schedule highly flexible)
• An ability to give and take constructive criticism and follow direction
• Great communication skills, both written and oral
• A good listener, able to respond to results and research
• A proven ability to meet deadlines
• Proficiency in/with the Google Suite of programs, Microsoft Excel, Microsoft Word as well as a basic understanding of Point-of-Sale systems
• A great sense of teamwork and comradery, as well as a good sense of humor is very much valued

This position is full time and requires some off-peak hours for monitoring/managing front of house operations, special events, and occasional shift coverage. Compensation will be commensurate with experience and competitive with similar positions throughout the country.

Interested in joining the Everyman Theatre team? We want to meet you! Please send your resume and a cover letter, including three references to: Corey Frier at cfrier@everymantheatre.org

Everyman Theatre is committed to seeking and sustaining a culturally and
ethnically diverse environment and to the principles that promote inclusive
practices. Individuals from populations underrepresented in the theatre field, are
strongly encouraged to apply. Everyman Theatre is an equal opportunity
employer.