Patron Experience Manager (#20037) Job Description Department: Cal Performances Payroll Title: EVENTS SPEC 3 Title Code: 006292 Percentage of Time: 100% Schedule: Variable (Including Nights & Weekends) Supervisor’s Title: Director of Venue Operations Personnel Program: Personnel Policies for Staff Members (PPSM) Supervises Payroll Title % of Time (1) Variable Staff FOH Lead .10-1.0 (~10) Students House Manager .10-.49 (~10) Students Assistant House Manager .10-.49 (~30) Students Staff Usher .10-.49 (~225) Community Volunteers Usher .10-.49 INTRODUCTION Cal Performances of University of California, Berkeley is recruiting a Patron Experience Manager to join its Operations team. Cal Performances presents and produces outstanding artists from the Bay Area, the United States, and around the world in performances and community programs which promote excellence, innovation, diversity, education, and community involvement, with the fundamental belief that the arts are vital to our society locally, nationally, and internationally. To learn more about Cal Performances, please visit https://calperformances.org/. The Patron Experience Manager implements strategies and manages both staff and programs that develop positive, loyal relationships with our guests. The incumbent is responsible for the efficient operation of all Front of House (FOH) activities associated with Cal Performances’ fine arts and rental events in six different venues: Zellerbach Hall, Zellerbach Playhouse, Wheeler Auditorium, Hertz Hall, Hearst Greek Theatre and the First Congregational Church. The Patron Experience Manager is a lead member of the organization’s cross-functional team responsible for providing a seamless program that delivers high quality patron experiences through the continuum of a customer’s experience. RESPONSIBILITIES Patron Services and FOH Management* Be a leading voice in creating services and experiences that are equitable and inclusive for a diverse group of visitors and team members, promoting belonging at all Cal Performances activities. Ensure the ambiance, appearance, and general condition of patron accessible areas of the venues are appropriate. Maintain facility and equipment to provide maximum accessibility to patrons with disabilities. Develop and provide patron amenities; ensure effective communications are made to patrons regarding event logistics through pre-concert emails, post-concert surveys, day-of communication, signage, etc. Oversee execution of receptions, special events, intermissions, artist meet-and-greets, merchandise sales, informational/promotional displays, and other pre/post-event activities. Serve as Front of House Manager, in rotation, for Cal Performances events. Act in close coordination with Ticket Office staff to employ customer service techniques to effectively interact with patrons, mutually resolving critical issues such as ticketing problems, late seating, crowd control, facility maintenance and general public relations. Identify and determine security needs. Coordinate with contract security and law enforcement for audience and artist safety. Manage the development, implementation and frequent testing of security operations plans, coordinating with campus partners such as UC Police Department. Coordinate with Marketing and other units as necessary to ensure that marketing materials, program books, inserts and/or surveys are available to all venues for distribution at events. Assume a leadership role in emergency situations, lead evacuation or other safety related procedures; perform crisis intervention; call for police and/or paramedics; and prevent or remove anything or anyone disrupting a performance. Provide first aid. Administration* Develop and maintain procedural policies for Patron Services and Front of House staff including house policies, staff procedures, dress codes, and job descriptions. Communicate and coordinate with Event Managers, Production, Facilities, and Ticket Office to ensure smooth execution of events in all venues. Work with artists to determine advance needs of performance; merchandise, lobby displays, etc. Facilitate communication and services with concessionaires, caterers, and vendors, as they pertain to Front of House activities. Responsible for and oversees the Patron Services reporting, outlining any extraordinary occurrences at the event; running times, an accounting of employees’ time worked, concessions and merchandise report, accident reports, facilities maintenance items, and other important information for all events. Develop and manage annual FOH budgets and provide monthly forecasting and reconciliation. Scheduling & Supervision* As needed, interview, hire, train, motivate, schedule and supervise all Front of House and Patron Services staff. Manage leadership, student and volunteer staff during events. Develop and implement a training program and orientation for all Front of House personnel. Schedule and conduct annual and periodic staff meetings. Develop and implement volunteer recognition programs. Continuous Improvement of Patron Experience* Serve as key organizational leader in creating and implementing a vision of exceptional guest experience. Advocate Patron Experience needs to peers and the senior leadership team. Be a key player in the development and management of organization-wide projects and initiatives that promote the importance and benefits of a reputable customer experience. Liaises with the sales and marketing team to measure and interpret customer feedback and utilize this data to inform staff communication and program creation for an ever-improved customer experience. Create and enact operational patron experience strategies aimed at personalizing the experience for guests. Create methods and systems to measure guest satisfaction; use results to continuously improve patron services. Utilize facilities scheduling system and customer relationship management tools in coordinating and monitoring customer experience operations. Monitor and respond to customer inquiries, concerns and feedback through various channels, providing prompt response and resolution to customer service issues. Ensure feedback and opportunities for improvement are shared effectively throughout the organization. *denotes an essential job function SKILLS, KNOWLEDGE & ABILITIES Required qualifications ● Three (3) years in lead and/or management position in customer service, hospitality, or customer experience. ● Experience delivering exceptional customer service. ● Outstanding and positive leadership skills, demonstrating the ability to organize and direct the activities of the customer experience representatives to ensure the delivery of high quality service. ● Exceptional communication skills, able to courteously interact with clients to ensure positive customer experience. ● Ability to cultivate a strong team, comprised of diverse groups, all oriented towards central customer service goals ● Experience leading and inspiring employees and volunteers. Supervisory experience with strong management and organizational skills. ● Demonstrated ability to think strategically and offer solutions. ● Possesses independent, professional judgment, especially under pressure. ● Proven ability to consistently maintain a professional image and demeanor. ● Outstanding organizational skills and attention to detail. Strong problem-solving skills combined with a collaborative approach. ● Ability to successfully prioritize and manage multiple projects and deadlines. ● Proficiency with information technology and ability to learn and use various database and planning software. Knowledge of ticketing systems, especially Tessitura, a strong plus. ● Ability to perform successfully in a fast-paced, dynamic environment and to work collaboratively across the organization. ● Experience and/or interest in issues of equity, access, and inclusion. ● Ability to work a flexible schedule that includes evenings, weekends, and some holidays required. ● This position requires the successful completion of a criminal background check. Preferred qualifications ● Knowledge of ADA regulations for public assembly. ● Knowledge of best industry practices in event management, Food & Beverage, and/or retail. ● Advanced customer experience training (i.e., Disney Institute, Ritz-Carlton Leadership). ● A passion for the performing arts. Please visit https://jobs.berkeley.edu/ (search by the Job ID #20037) for a complete job description and to apply, or use the following DIRECTIONS: DIRECTIONS: 1. Select the link to access our careers site. 2. Sign In to access your account or if you are not an existing user select the New User link to create one. 3. Review the job description and select the Apply button to begin your application. https://careerspub.universityofcalifornia.edu/psp/ucb/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCH JOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=21&JobOpeningId=20037&Po stingSeq=1 If you are a current employee of our organization please use the following link instead: https://ucpath.universityofcalifornia.edu/peoplesoft- native/EMPLOYEE/HRMS/c/HRS_HRAM_EMP.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Ac tion=U&SiteId=22&FOCUS=Employee&JobOpeningId=20037&PostingSeq=1 .