Box Office Manager

## Description

Position Summary

• The Front of House Manager is responsible for overseeing all audience services, box office operations, concessions, and front-of-house activities for performances, events, and facility rentals at the McGlothlin Center for the Arts.
• This position serves as the primary leader for patron experience, ticketing operations, staff supervision, concessions management, event readiness, and venue safety.
• The Front of House Manager works collaboratively with production staff, stage management, marketing personnel, rental clients, and volunteers to ensure a professional, welcoming, and safe environment for all patrons and guests.

## Position Status

• This is a part-time position expected to work approximately 20–30 hours per week, with hours varying based on performances, events, rentals, and venue operational needs. Evening, weekend, and holiday work is required.
• The position is intended to support the continued growth and expansion of the McGlothlin Center for the Arts. As programming, attendance, earned revenue, rentals, and audience services continue to grow, this position has the potential to transition into a full-time role.
• The successful candidate will play a key role in developing front-of-house operations, enhancing the patron experience, and supporting revenue-generating activities through ticket sales, concessions, and facility rentals.

## Box Office Operations

• Manage all daily ticketing operations, including online, phone, and walk-up ticket sales.
• Build, configure, and maintain seating charts and events within ticketing platforms.
• Coordinate ticket pricing, discounts, ticket holds, and promotional offers.
• Process ticket exchanges, refunds, complimentary tickets, and group reservations.
• Serve as the primary point of contact for patron ticketing inquiries and customer service concerns.
• Resolve seating disputes and ticketing discrepancies professionally and efficiently.
• Generate attendance, sales, and ticketing reports.
• Maintain accurate patron and event records.
• Process ticket sales transactions and follow established cash handling procedures.
• Assist with event settlements and ticket sales reporting.

## House Management

• Oversee all front-of-house operations before, during, and after events.
• Ensure exceptional customer service and patron satisfaction.
• Welcome patrons and assist with accessibility accommodations.
• Manage audience seating and late seating procedures.
• Enforce venue policies regarding photography, recording, food and beverage use, and audience conduct.
• Coordinate audience movement during performances and intermissions.
• Coordinate directly with Stage Management regarding curtain times, audience holds, intermissions, and special event requirements.
• Assist rental clients and visiting presenters with front-of-house operations.

## Concessions Management

• Oversee all concession operations during events.
• Manage concession inventory and supply levels.
• Coordinate product ordering and restocking.
• Ensure compliance with food safety and health regulations.
• Monitor concession sales and inventory usage.
• Develop strategies to maximize concession revenue and customer satisfaction.

## Staff and Volunteer Supervision

• Recruit, train, schedule, and supervise ushers, greeters, ticket scanners, ticket sellers, and concession staff.
• Conduct pre-event staff briefings and training sessions.
• Establish customer service standards and expectations.
• Monitor staff performance and provide coaching as necessary.
• Coordinate volunteer assignments and event staffing schedules.

## Venue Readiness

• Ensure lobby areas, auditorium seating, restrooms, and public spaces are clean, organized, and event-ready.
• Verify signage, programs, accessibility accommodations, and patron amenities are properly prepared.
• Ensure ticket scanners, point-of-sale systems, and other front-of-house equipment are operational.
• Monitor facility conditions and report maintenance concerns.

## Safety and Emergency Management

• Serve as the primary front-of-house safety representative during events.
• Enforce fire codes, occupancy limits, and safety regulations.
• Lead emergency evacuations during fire alarms, severe weather, or other emergencies.
• Respond appropriately to patron medical incidents and emergencies.
• Maintain clear emergency exits and accessible pathways.
• Complete incident reports and coordinate with campus safety personnel when required.

## Administrative Responsibilities

• Complete post-event house reports documenting attendance, incidents, staffing, patron concerns, and operational observations.
• Maintain front-of-house policies, procedures, and training materials.
• Assist in developing operational improvements and audience service initiatives.
• Participate in planning meetings and special projects as assigned.
• Perform other duties related to front-of-house operations and patron services.

## Qualifications

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