Job Title: Patron Services Manager

Organization: Firehouse Theatre

Department: Operations

Classification: Full Time Hourly (with potential for growth)

Reports To: Director of Operations & Administration

Summary

The Patron Services Manager at Firehouse Theatre is responsible for creating a welcoming, organized, and professional experience for every patron, volunteer, and guest who enters the theatre. This role oversees box office operations, front-of-house activities, volunteer coordination, and on-site event management, ensuring that performances and events run smoothly from doors open to final close. The Patron Services Manager serves as a key ambassador of the theatres mission, values, and commitment to exceptional community-centered experiences.

Primary Responsibilities

Patron Experience and Front of House

• Serve as the primary on-site staff member for performances and events
• Ensure a warm, inclusive, and well-organized experience for patrons from arrival through departure
• Oversee front-of-house operations including seating, concessions, lobby flow, and accessibility needs
• Respond calmly and professionally to patron questions, concerns, or special requests
• Ensure all opening and closing procedures are completed accurately and consistently
• Close the facility following performances and events

Box Office Operations

• Manage day-to-day box office operations and patron communications
• Become proficient in the theatres ticketing and CRM systems
• Set up performances, ticket pricing, packages, discounts, and promotions
• Respond to patron phone calls and emails in a timely and courteous manner
• Pull ticket sales, attendance, and operational reports as needed
• Enter donations into the CRM system and assist with donor record maintenance

Volunteer Coordination

• Recruit, schedule, and support front-of-house volunteers for performances and events
• Create and manage volunteer schedules and SignUpGenius forms
• Prepare pre-show volunteer materials including rosters, name badges, and assignments
• Train volunteers on patron service expectations, safety procedures, and theatre policies
• Ensure volunteers are supported, engaged, and performing assigned duties effectively
• Support volunteer recognition, appreciation, and retention efforts

Event and Facility Support

• Arrive at least 1.5 hours before curtain to prepare the building for performances
• Support concessions setup, inventory, signage, and cleanliness
• Coordinate staffing coverage and assist with resolving last-minute scheduling needs
• Serve as the designated Food Manager and maintain or obtain required certifications (TABC, Food Manager)
• Communicate facility or patron service issues to Operations leadership as needed

General and Administrative

• Work independently while maintaining strong communication with leadership and team members
• Support a positive, respectful, and harassment-free work environment
• Prepare reports and documentation as requested by leadership
• Uphold Firehouse Theatres Mission, Vision, and Values in all interactions
• Perform other duties as assigned within the scope of the role

Minimum Qualifications

• Two or more years of customer service, administrative, or operations experience
• Experience working with volunteers, nonprofit organizations, or live events preferred
• Strong interpersonal, communication, and problem-solving skills
• Ability to remain calm, …