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Patron Experience Coordinator

4 months ago

Houston, United States Houston Symphony Full time

**Job Title**:_ _Patron Experience Coordinator

**Department**:_ _Marketing/Communications

**Reports to**:_ _Director, Patron Services

**Status**:Full-time, Non-Exempt

**Hours**: Non-typical schedule, with high amount of evening/weekend work

**Compensation Range**: $18.00 - $20.20 / hour

**Summary**:
This position is responsible for all front of house aspects of the guest experience for Houston Symphony events.

**Essential Job Functions**:

- Coordinate and manage front of house logistics at every Houston Symphony performance at Jones Hall and other venues where the Symphony performs or presents, including: planning and placing Symphony signage; program magazine distribution; program inserts; pre
- and post-concert receptions and events; meet and greets; and artist CD signings
- At concerts, resolve Symphony guest issues in a friendly and professional manner, in coordination with the marketing duty person, Symphony duty manager, Houston First representative, ushers or box office.
- In coordination with partner representatives from Houston First, food & beverage (Levy), ushers, and parking garage, uphold the Symphony’s standards for an exceptional patron experience at every performance.
- Prior to all events, prepare and distribute concert information sheets to relevant personnel. Share post-concert reports with appropriate staff and follow up on resolving any issues.
- Coordinate the services of Five Star, a professional ushering company, for Symphony events.
- Support the logistics of the any merchandise sales, including: Receive and log/enter merchandise; schedule and organize resources for load-in and load-out of store; work with Symphony League volunteer contacts to ensure that volunteers are scheduled and reminded about shifts; and act as the on-site contact for technology issues at concerts.
- Liaise with and schedule Houston Police Department officers and EMT on duty.
- Track and maintain FOH expenses (ushers, HPD, etc.) as well as revenue and expense related to CD and merchandise sales.
- Ensure that all professional and volunteer ushering staff are trained in each venue’s emergency procedures and exit patterns.
- Develop, recommend, and compile a manual of processes and procedures for front-of-house management
- Work with marketing department on developing and implementing creative experiential elements for events such as program-themed food and beverage, donor/subscriber benefit events, poster give aways, etc.
- Spend a set amount of hours per week working in an integrated fashion with the Patron Services Center on customer service in order to maintain proficiency in Tessitura and patron relations as well as support departmental duties
- Perform additional duties as required by the Houston Symphony Society
- High School diploma required, Bachelor’s degree preferred
- Relevant experience required
- Availability for evening and weekend work is essential
- A professional demeanor
- Experience in professionally dealing with a wide variety of people in a multitude of situations
- Excellent customer service focus
- Excellent organizational skills and attention to detail
- Strong initiative and ability to work independently and as part of a team
- Excellent interpersonal skills and diplomatic abilities
- Knowledge of Tessitura ticketing system a plus
- Knowledge of and interest in orchestral music a plus
- Proficiency in Microsoft Word and Excel required