The Peace Center is the leading nonprofit performing arts center serving the growing audiences of Greenville, South Carolina, and the nation's region. Built on a six-acre campus with an aesthetic mix of new architecture and historic buildings, the campus is at the hub of Greenville+rsquo;s nationally recognized downtown.

The Peace Center venues include the 2,115-seat Peace Concert Hall, the 400-seat Gunter Theatre, the 1,200-capacity outdoor Peace Pavilion, Genevieve+rsquo;s Lounge, and the Huguenot Mill which includes two event spaces: the Ramsaur Studio and the Huguenot Loft. Opening in 2025 will be two additional music venues: The 250-seat Mockingbird (a listening room), and the 1,150 capacity Coach Factory (flat floor club).



POSITION SUMMARY

In conjunction with the Director of Patron Services, the Patron Services Manager is partly responsible for managing all front-of-house operations during events including house management, cross-team coordination, merchandise, patron accessibility, and guest safety. Together, they develop and maintain procedures and staffing to ensure a welcoming, safe, and accommodating guest experience.

Patron Services Manager also performs FOH staff scheduling, engages the volunteer corps to build train and retain suitable numbers to support the growing performance calendar. Patron Services Manager collaborates with the Director of Patron Services to ensure that guest safety plans are updated to reflect current best practices and manages the training calendar for the FOH and Security Teams.



ESSENTIAL DUTIES (Include, but are not limited to)

Working with cross-team event leads (F+B, Front of House, Security, Box Office, Engineering and Building Services) and other support staff to ensure successful execution of all public performances.
Managing and creating schedules for Front of House paid staff and volunteers.
Ensuring the highest levels of guest service and satisfaction are achieved by monitoring guest interactions, mapping them, and coordinating with the Operations Teams to reduce or eliminate points of high friction.
Greeting guests, obtaining feedback, and effectively shepherding guest complaints into positive outcomes.
Serving as overall front-of-house leadership for performance events.
Maintaining an effective recruitment, training, and retention program for paid and volunteer usher staff.
Monitoring Peace Center accessibility assets and identifying resources to meet or exceed ADA standards, including communicating with staff and guests.
Working with all Peace Center Departments, Resident Companies, and rental clients to ensure the overall success of events.
Monitoring and maintaining standards for lobbies and audience chambers and coordinating with other departments for upgrades, heavy repairs, or deep cleaning.
Other duties as assigned.


QUALIFICATIONS

Bachelor+rsquo;s degree preferred.
Minimum of three (3) years of experience in Venue Management, preferably in PACs.
Working knowledge of life-safety, ADA, and Crowd Management compliance. Degrees or certifications in these areas are a plus.
Experience with developing and conducting successful training programs.
Extensive knowledge of Microsoft Word, Excel, and Outlook. Experience with Asana or Visio are a plus.
Excellent interpersonal and organizational skills crucial. Good written and verbal communication skills are important.
Strong time management, organization, and task prioritization skills.
Experience using Artsvision, VenueOps, MindBody, Ungerboeck, or other time-space-data management applications.
Demonstrated management experience in group assemblies of 250+ at a venue. PAC experience preferred.
Proven event-based real-time situational awareness and an understanding of how various departments' roles affect the optimal guest experience, and the presence of mind to preemptively direct staff to avoid potential problems or minimize undesirable impacts.
Essential for this position is the implementation of exceptional guest service and a commitment to exacting standards of customer care.
Must be able to tactfully handle challenging situations while maintaining a focus on guest experience.
Strong organizational skills and an ability to switch focal priorities without losing composure.
Work hours will include shifting between days, evenings, and weekends though, when averaged over time, the position is not expected to be more than a full-time job.


POSITION PROFILE

Supervisory responsibility: This position is a swing shift-based position with indirect oversight of housekeeping staff, volunteer workers, food + beverage staff, box office staff, ambassadors, artists, and technicians during performances. They share responsibility for the usher corps with their direct Supervisor.

Decision-making responsibility: The Patron Services Manager has significant discretion regarding all theater decisions, particularly during performances. They will also be expected to weigh in heavily in the hiring of new Usner and Security team members.

Budgetary responsibility: This position has no significant budget responsibility.

Strategic responsibility: The Patron Services Manager collaborates with the Director of Patron Services to devise strategies for enhancing guest experience across the campus toward the goal of a unified brand-feel.

Reporting requirements: The Patron Services Manager is responsible for various internal reports including Post Show Summary Reports, merchandise sales, and weekly staff attendance accounting.

Travel requirements: Limited travel (less than 5%) is required for this position.

Physical demands: Able to stand, walk, climb stairs briskly and sit for long periods of time. Can occasionally lift and move 50 lbs. for short distances. Extended computer work sessions with acute focus are also to be anticipated.