Colorado Springs Fine Arts Center - Job Description
TITLE:
Patron Services Manager
STATUS:
Full-Time/Exempt
REPORTS TO:
Executive Director of Advancement & External Affairs & Executive Director of Performing Arts
Mission
The mission of the Colorado Springs Fine Arts Center (FAC) is to provide innovative, educational and multidisciplinary
arts experiences, building upon our history as a unique cultural pillar of the Rocky Mountain region. Our vision is to
elevate the individual spirit and inspire community vitality through the performing and visual arts and arts education.
Position Summary
The Patron Services Manager oversees all aspects of Front Desk operations (including, but not limited to theatre
ticketing, museum admissions, group sales & memberships) with the overarching goal of excellent service
experiences for patrons and members of the Fine Arts Center. The Patron Services Manager supervises box office
staff, house management and volunteer ushers, and serves as the point person for the Salesforce Patron Manager
database system for all ticketing and front desk transactions while delivering best practices. This is a full-time, yearround, salaried position, including benefits.
RESPONSIBILITIES
Customer Service
 Foster, demonstrate, model, and deliver outstanding hospitality to every internal and external team member
or patron of the FAC through all FAC patron touchpoints: in person, phone, mail, or email. Manage front desk
hospitality team to do same. Be well-versed in all aspects of the FAC's offerings in order to provide
information and superior hospitality in all cases.
 Champion an internal culture of outstanding hospitality throughout the FAC for all staff to participate in.
 Resolve customer inquiries and complaints.
 Organize and provide services to the public, including ticket sales for museum and theater patrons,
memberships, restaurant reservations, and other transactions as necessary.
 Work with other staff to ensure that visitor services at the front desk run as smoothly as possible for large
events (gallery openings, artists' talks, private receptions, etc.).
 Participate in strategic discussions and plans for continuously improving and evolving the patron experience,
and finding efficiencies, improved effectiveness, and building on successes.
 Maintain the Front Desk area in a way that communicates both a welcoming attitude and a high level of
order, cleanliness and organization.
 Manage and maintain the automated attendant phone system and prepare recordings for the directory,
ensuring the best possible patron experience. Interface with phone service vendor as necessary.
 Work with development office to provide concierge level services to key patrons. Recognize and greet key
patrons by name when they visit.
Patron Manager Database Administration
 Build season events, public programs, and rentals within the Patron Manager database.
 Coordinate with appropriate staff for subscription and membership rollover, renewals and ticket printing.
 Manage online and mobile sales via online platform.
 Work closely with other internal database staff to establish and maintain Patron Manager database protocols
and customizations.
 Participate in (or possibly lead) internal groups to coordinate and troubleshoot database management.
Marketing & Communications
 Work closely with the development, membership and marketing and communications teams to implement
strategies that support revenue goals.
 Liaise with marketing department on all print, email and advertising campaigns. Help run reports and pull lists
as necessary for marketing programs.
 Work with marketing team to establish, implement, monitor and assess critical data collection in association
with box office transactions for purposes of targeted and efficient Customer Relationship Management.
Sales, Banking and Record Keeping
 Sell, process and track season tickets, single tickets and group tickets. Report sales progress weekly to
appropriate staff.
 Coordinate with special events staff to manage all ticketing of external events to ensure full and enthusiastic
houses.
 Work cooperatively with marketing team to promote group sales for the theater and museum.
Staffing
 Complete all tasks necessary for managing Patron Services staff (including box office and house management)
including the creation of schedules, approving time cards, vacation time, sick leave, etc. per our Employee
Handbook.
 Establish and cultivate a culture of mentorship with the Patron Services team that fosters outstanding
hospitality, personal job satisfaction, and personal growth.
 Recruit, oversee and train theatre volunteers in ways that will ensure the highest possible level of visitor
service for our patrons.
 Attend all opening nights and special events for theater and museum throughout season.
All Other Duties as Assigned
QUALIFICATIONS AND EXPERIENCE
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Minimum of three years supervisory experience in a customer-focused ticketing operation; arts and culture
experience preferred.
Demonstrated effectiveness in cultivating a staff of high-performing and positive contributors.
Patron Manager (Salesforce) database experience preferred.
Excellent verbal and written communication skills.
Strong management and customer service skills.
Exceptional attention to detail and commitment to follow-through.
Ability to handle multiple responsibilities and set priorities.
Highly accountable, reliable, professional and diplomatic.
WORK ENVIRONMENT
The work environment is extremely fast-paced and requires flexibility, enthusiasm, patience and time management.
It is necessary to be able to work successfully and collaboratively with a wide variety of people and styles. The Patron
Services Manager must manage multiple priorities and balance technical duties, customer service and staff
management.