Summary

Leads patron services activities at Popejoy Hall during performances. Assists with all operational, administrative, and customer service activities associated with internal and community events held at Popejoy Hall. Ensures the maintenance and security of associated facilities, equipment, and/or inventories/supplies. Deputizes for the Patron Services Manager as assigned.

Duties and Responsibilities

1. Coordinates and monitors audience support operations during Popejoy Hall performances, to include activities related to front of house management, usher programs, audience safety, and support services, as appropriate.
2. Addresses escalated customer service needs for patrons, staff and visiting performers.
3. Schedules and assigns front of house staff and volunteer ushers using scheduling software. Updates program scheduling to reflect any canceled, modified, or newly added events.
4. Assists in developing and implementing new or updated patron services programs and services, as appropriate.
5. Assists in coordinating the workflow and operating efficiency of patron services for events.
6. Maintains Popejoy Hall Donor Lounge inventory, to include purchases for donor/VIP events. Reconciles purchases in collaboration with the UNM Foundation.
7. Oversees and monitors Popejoy Hall volunteer email communications and responds to a variety of volunteer needs
8. Maintains volunteer databases, including volunteer contact information, orientation dates, and annual requirements tracking.
9. Coordinates house evacuations during emergencies.
10. Performs miscellaneous job-related duties as assigned.

Minimum Job Requirements

• High school diploma or GED; at least 3 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

• Ability to provide excellent customer service.
• Ability to analyze and interpret the needs of customers and offer appropriate solutions.
• Ability to plan and supervise house services for theatrical performances and/or events.
• Knowledge of special events planning and catering procedures.
• Knowledge of all facets of front-of-house theater management and audience support services.
• Skill in organizing resources and establishing priorities.
• Ability to problem solve, make immediate decisions and provide leadership skills and examples.
• Strong interpersonal and communication skills, both orally and in writing, and the ability to work effectively with a wide range of constituencies in a diverse community.
• Knowledge of computer spreadsheets and other related applications.
• Ability to communicate effectively both orally and in writing.
• Ability to handle multiple, simultaneous, and complex tasks and projects effectively and efficiently.
• Skill in the use personal computers and related software applications.
• Ability to foster a cooperative work environment.
• Ability to train and supervise volunteers.

Working Conditions and Physical Effort

• Work schedules are event driven and vary from week to week. Flexible hours, seven days a week.
• Moderate physical activity; requires handling of average-weight objects and standing or walking for extended periods of time.
• No or very limited exposure to physical risk.
• Work may be performed in an office environment, arts center, theatre or classroom facility.

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

Revised Date: 07/29/2023