Guest Services Manager

POSITION: Guest Services Manager

DEPARTMENT: Marketing - Guest Services

CLASSIFICATION: Full-time / Salaried / Exempt

SUPERVISOR: Director of Patron Services

OVERVIEW

Founded in 1947 by Nina Vance, the Alley Theatre is a pioneer of regional theatre, and one of the leading nonprofit theatre companies in the United States. The Alley has been awarded the prestigious Regional Theatre Tony Award® and the Texas Medal of Arts Award. The Alley has transferred productions to Broadway, Off-Broadway, major European Festivals, and to 40 American cities. Unique among regional theatres, the Alley is committed to maintaining a Resident Acting Company and providing them with work year-round. Nationally recognized directors, actors, playwrights, and designers from across the country have regularly joined the Resident Acting Company.

Rob Melrose, Artistic Director at the Alley, took over as artistic leader of the organization in 2019. His vision for the future of the Alley is both thrilling and ambitious. His strategic goals include upholding the Alley’s artistic excellence, keeping longtime Alley Theatre devotees eager to return each season, and creating productions and cultivating new audiences.

Rob Melrose and Managing Director Jennifer Bielstein along with Alley’s leadership team are committed to fostering an environment where everyone is encouraged to bring their authentic selves.

JOB STATEMENT

The Guest Services Manager is an integral part of Alley Theatre’s success and sets the tone for the Guest Services Team to service and cultivate current and future patrons. Responsibilities include ensuring that ticketing policies and procedures are fully understood by the front-line staff and that transactions within Tessitura are being correctly processed. This position reports to the Director of Patron Services and partners with the Patron Services Manager.

ACCOUNTABILITIES

• Enforce policies and procedures that improve organizational implementation of customer service, maintain and utilize patron data in constituent records, improve guest service, increase ticket inventory usage, and maximize ticket revenue. Suggest changes to policies and procedures to foster this.

• Assist Patron Services Manager as needed in building seasons and ticketed events Tessitura.

• Act as a shift supervisor and hands-on support for full-time and part-time staff.

• Ensure smooth operation of Tessitura, phones, and all Guest Services tools.

  • Fully understand operation and adjust the Tessitura application to provide Guest Services the needed resources in the system to perform daily ticketing transactions.

  • Create promo codes and promotional pricing adjustments.

• Manage Guest Services/Box office daily operations.

  • Ensure that equipment and all resources, including staffing, are appropriate for demand and in working order to assist patrons as needed.

  • Perform scheduling, payroll, and employee reviews.

• Manage Box office staff projects in coordination with Patron Services Manager: (ex: subscriptions, reseating, and data entry).

  • Guide and assist agents with projects to ensure accurate and timely completion.

  • Ensure consistent and correct patron communications by establishing resources (call scripts, etc.) for the Guest Services team.

• With input from Patron Services Manager:

  • Recruit, train, and onboard new staff, providing exceptional Guest Services Team training.

  • Provide timely and relevant information and best practices to the team.

  • Document standard operating procedures for the team.

• Gain deep knowledge of all Alley products, mission, and vision.

  • Ensure team has all information to confidently talk and sell our products.

• Develop and monitor all CSIs to track customer services issues and how we can minimize issues.

• Other duties to evolve the position.

REQUIREMENTS (SKILLS and KNOWLEDGE)

• Preparation, accuracy, patron-centric customer service, coaching, strategic prioritization.
• Ability to work in a fast-paced, energized and quickly changing environment.
• A proactive approach to problem-solving with strong decision-making skills.
• Detail oriented, able to prioritize efficiently and multi-task.
• Ability to be self-directed and take initiative.
• Ability to maintain confidential information.
• Excellent verbal and written communications skills.
• Exhibits a positive attitude with good communication and interpersonal skills.
• College degree preferred.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to lift and move 25 lbs.
• Must be comfortable working in a fast-paced environment where directions and priorities can change rapidly.
• This position entails a commitment of a minimum of one weekend day per week, along with evening hours, and occasional holiday availability as required.

BENEFITS & PERKS

• Medical, dental and vision insurance
• Paid vacation, floating holiday and sick time
• 401(k) with matching, FSA, HRA (Alley paid deductible)
• Free and discounted tickets to Alley Theatre performances
• Discounted Parking ($4 Bi-weekly)
• Discounted gym membership
• Employee wellness program & Employee Assistance Program (EAP)
• Houston, TX is one of the most affordable cities in the nation with no state or city income tax.

Alley Theatre is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at hrdept@alleytheatre.org.

The Alley Theatre is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, veteran status or any other characteristic protected by applicable local, state, or federal law. We encourage people of all backgrounds to apply.