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Position Classification Description

Position Class Code / Title: N7052 / Manager, Patron Services
Recruitment Tier: Tier 1
FLSA: Exempt
Grade: 12

This is a description of a Staff Position Classification. It is not an announcement of a position opening. To view descriptions of current openings, please go to UNMJobs and Search Postings to view positions that are currently accepting applications.

The following statements are intended to describe, in broad terms, the general functions and responsibility levels characteristic of positions assigned to this classification. They should not be viewed as an exhaustive list of the specific duties and prerequisites applicable to individual positions that have been so classified.

Summary

Manages all operational, administrative, and liaison activities associated with the servicing of patrons of internal and community events held in Popejoy Hall. Organizes and coordinates the day-to-day activities for all patron support services and facilitates event planning for internal and community events. Establishes and maintains retail inventories and supplies, and ensures the maintenance and security of associated facilities and equipment. Manages and coordinates the work flow and operating efficiency for front-of-house including volunteer event staff.

Duties and Responsibilities

  1. Oversees audience support operations including house management, usher programs, audience safety, concessions and merchandising, parking services support, and lobby management.
  2. Oversees the supervision of personnel, which includes work allocation, training, promotion, enforcement of internal procedures and controls, and problem resolution; evaluates performance and makes recommendations for personnel actions; motivates employees to achieve peak productivity and performance.
  3. Oversees and coordinates the activities of a large team of audience services volunteers, on-call staff, and students, to include recruitment and selection, orientation and training, scheduling and work allocation, and problem resolution; motivates volunteers and staff to achieve peak productivity and performance.
  4. Manages and coordinates retail operations, concession services, customer amenities, supportive services for disabled patrons, lobby management, and transportation services; plans and oversees the procurement and inventory control of retail merchandise, the provision of customer service, cash management, shop security, and associated administrative activities.
  5. Serves as primary point of internal and external liaison and problem resolution for all patron services issues associated with events at Popejoy Hall.
  6. Analyzes and interprets patron needs, and develops and coordinates implementation of new or modified front-of-house programs and services.
  7. Coordinates performance support planning for productions and events; provides planning support for client use of front of house, including merchandising, lobby floor plans, concessions, signage, and displays.
  8. Participates in the review, evaluation, and selection of shows for inclusion into the School Time series.
  9. Participates in development, implementation and maintenance of policies, objectives, short-and long-range planning; develops and implements projects and programs to assist in accomplishment of established goals.
  10. Participates in the development of budget proposals, and monitors expenditures and revenues; prepares a variety of periodic and ad-hoc financial reports and projections.
  11. Purchases equipment and/or services, as necessary, and ensures the proper usage and maintenance of materials and equipment relevant to unit activities.
  12. Plans, organizes, and oversees the operation, maintenance, and security of a large, multipurpose complex, to include facilities, equipment, and supplies; arranges and/or procures maintenance, repair, and security services as appropriate.
  13. Develops and implements systems and processes to establish and maintain records for the operating unit.
  14. Develops and prepares brochures, training and procedural manuals, and newsletters, as appropriate; may participate in marketing and/or educational outreach programs.
  15. Performs miscellaneous job-related duties as assigned.

Minimum Job Requirements

  • Successful completion of at least 60 college-level credit hours; at least 5 years of experience directly related to the duties and responsibilities specified.
  • Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.

Knowledge, Skills and Abilities Required

  • Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
  • Ability to develop and maintain recordkeeping systems and procedures.
  • Knowledge of supplies, equipment, and/or services ordering and inventory control.
  • Ability to analyze and interpret the needs of customers and offer appropriate solutions.
  • Ability to communicate effectively, both orally and in writing.
  • Skill in budget preparation and fiscal management.
  • Ability to effectively and efficiently handle multiple, simultaneous, and complex tasks and projects
  • Skill in the use of personal computers and related software applications.
  • Demonstrated ability to develop and manage a team of professional and administrative staff, to include hiring, training, performance management, work allocation and supervision, and priortization.
  • Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.
  • Knowledge of all facets of front-of-house theater management and audience support services.
  • Ability to make evaluative judgments.
  • Ability to create, compose, and edit written materials.
  • Knowledge of public programming techniques and facilities management.
  • Organizing and coordinating skills.
  • Ability to foster a cooperative work environment.
  • Knowledge of credit and collection principles, processes, regulations, and standards.
  • Employee development and performance management skills.
  • Ability to recruit, train, supervise and motivate on-call and/or student employees and/or volunteers.
  • Ability to handle multiple, complex tasks and meet deadlines.
  • Ability to foster a cooperative environment and to work in a collegial fashion with peers in other organizational units.
  • Knowledge of faculty and/or staff hiring procedures.
  • Demonstrated leadership skills in the development and implementation of complex administrative programs.
  • Ability to supervise and train employees including organizing, prioritizing, and scheduling work assignments; evaluating performance; and mentoring and coaching employees to achieve maximum productivity.
  • Ability to train and supervise staff and student employees.

Working Conditions and Physical Effort

  • Work may be performed in an office environment, arts center, theatre or classroom facility.
  • No or very limited physical effort required.
  • No or very limited exposure to physical risk.

The University of New Mexico provides all training required by OSHA to ensure employee safety.

Revised Date: 03/20/2017