ABOUT US

Since opening in 2008, The Hanover Theatre has entertained more than two million guests with Broadway musicals, comedy headliners, music, dance, and more. The 2,300-seat award-winning historic theatre continues to establish its place as a world-class center for the performing arts. The Hanover Theatre Conservatory provides performance opportunities, classes, and individual instruction in theatre, dance, and technical theatre and design to more than 500 young people and adults from across central Massachusetts each year. Our success has been entirely due to the excellence and dedication of our team members.

It is essential that our mission, "To ignite and nurture a passion for the performing arts in audiences and artists of today and tomorrow," and our vision "to be a dynamic downtown destination where all people can experience the transformative power of the performing arts," be embedded into everything that we do. Similarly, our core values in professionalism, respect for others, collaboration and teamwork, accountability, customer service and interpersonal communication must be a central part of our culture in order for our organization to continue to be successful.

The Hanover Theatre and Conservatory is committed to an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. We acknowledge the presence of implicit bias inherent in systems and practices in our industry and beyond; and our role in working to dismantle those systems. We believe that diversity and inclusion among our teammates is critical to our success. We seek to recruit, develop and retain the most talented people from a diverse candidate pool, and we strongly encourage applications from the BIPOC community.

Worcester Center for Performing Arts, a registered not-for-profit 501(c)(3) organization, owns and operates The Hanover Theatre and Conservatory and, on behalf of the Worcester Cultural Coalition, manages Worcester’s BrickBox Theater at the Jean McDonough Arts Center.

Position Title: Audience Services Manager

Department: Operations and Production

Reports to: VP of Operations and Production

FLSA Designation: Full-Time, Exempt

POSITION PURPOSE:

The Audience Services Manager manages, trains and schedules all front-of-house (FOH) operations staff to achieve a safe, prepared and welcoming environment and unique experience for patrons for mainstage events, at the BrickBox theatre, and for events on Carroll Plaza. They inspire the ongoing dedication and passion of the theatre’s staff and volunteers through a positive and respectful working environment, encouraging participation, innovation and growth, while rewarding commitment and success.

ESSENTIAL FUNCTIONS:

The following list of essential job functions is not exhaustive and may be supplemented as necessary.

Operations Staff

1. Hire, train, supervise and develop an operations team and FOH staff, including house managers, security, and FSS Maitre D’s.

2. Coach direct reports and conduct performance reviews.

3. Schedule or oversee the scheduling of all FOH staff (including shows, special events, load-ins, load-outs, and 551 Main Street Conservatory and Function Rooms).

4. Conduct semi-annual meetings and training (if needed).

5. Update policy & procedure manuals annually.

6. Manage time clock and prepare payroll for Finance on a bi-weekly basis.

7. Oversee EMTs and police detail.

8. Collaborate with the Volunteer Coordinator to conduct annual volunteer training.

a. Coordinate training sessions for new, seasoned, FSS, administrative, garden, ticket taker, and docent tour guide volunteers.

b. Conduct fire extinguisher safety training and emergency evacuation training/drills.

c. Train staff and volunteers on ticket scanner devices and radios.

Audience Services

1. Prepare for and ensure that the patrons have a comfortable and safe theatre experience (temperature, egress, cleanliness, ATM).

a. Maintain proper records of events and maintenance.

b. Handle patron complaints or incidents during events.

c. Follow-up with patrons who call or email with concerns over their experience.

d. Create experiences for patrons during their visit which will generate a memorable and unique experience.

e. Serve as customer service liaison, using box office and customer relations resources appropriately.

f. Ensure theatre policies are being followed.

2. Purchase, plan, decorate, and organize holiday décor & merchandise and coordinate decorating schedule.

3. Oversee Meet & Greets.

4. Maintain and repair equipment and maintain policy & procedure manuals.

5. Collaborate with Volunteer Coordinator to coordinate and schedule all theatre tours (docent, historical, architectural, Wurlitzer and private).

6. Collaborate with the Special Events Manager to oversee all commencements and in-house events.

Event/Building Security

1. Ensure safety and security throughout The Hanover Theatre by providing efficient and effective systems, equipment, communications, and operating policies.

2. Oversee third-party security vendor for both the theatre and 551 Main Street.

3. Ensure patron, employee, and volunteer safety through proactive personal interaction and by removing hazards in the area of responsibility.

4. Lead employees and volunteers in emergency evacuation procedures and provide assistance.

OTHER ESSENTIAL FUNCTIONS:

Adhere to the organization’s values at all times and in all interactions with staff, volunteers and members of the public.

Fully comply with the organization’s rules and regulations for the safe and efficient operation of all spaces.

SKILLS AND SPECIFICATIONS:

The employee must possess the following knowledge, skills and abilities and be able to demonstrate that they can perform the above responsibilities and essential functions to a high level of competency, with or without reasonable accommodation.

1. Ability to work extended or irregular hours to include days, nights, weekends, and holidays is required. Must be willing to work event-based hours determined by the busy theatre schedule.

2. Ability to read, listen and communicate in English proficiently, both verbally and in writing.

3. High level of proficiency in Microsoft Word, Excel, Outlook and use of the internet.

4. Ability to work in a fast-paced environment with attention to detail.

5. Excellent organizational and time management skills.

6. Ability to manage and coordinate numerous projects and tasks simultaneously in a busy, high-pressure environment.

7. Ability to effectively deal with internal and external customers, donors and members with high levels of patience, tact and diplomacy.

8. Ability to move throughout the theatre and office environment and continuously perform essential functions for an extended period of time.

9. Ability to lift, move and/or carry up to a maximum of 20 pounds by hand.

10. Ability to see details at close range.

EDUCATION AND QUALIFICATIONS:

1. Bachelor’s Degree preferred, or equivalent combination of education, training, and experience.

2. Three years of front-of-house management experience in theatre or visitor attractions such as theme park, museum, etc.

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Experience level:

• 3 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekend availability

Application Question(s):

• How did you learn about this open position?
• Are you available to work irregular and event-based hours that can include days, nights, weekends and holidays?

Experience:

• front-of-house management: 3 years (Preferred)

Work Location: One location

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