Guest Services Manager

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    "description": "<p><span style=\"font-family:Arial,Helvetica,sans-serif\"><strong>POSITION:&nbsp;</strong></span>Guest Services Manager<br />\n<span style=\"font-family:Arial,Helvetica,sans-serif\"><strong>DEPARTMENT:&nbsp;</strong>Marketing&nbsp;</span><br />\n<span style=\"font-family:Arial,Helvetica,sans-serif\"><strong>CLASSIFICATION:</strong> Full-time / Salaried / Exempt</span><br />\n<span style=\"font-family:Arial,Helvetica,sans-serif\"><strong>SUPERVISOR:&nbsp;</strong>Director of Audience Experience</span></p>\n\n<p><span style=\"font-family:Arial,Helvetica,sans-serif\"><strong><u>OVERVIEW</u></strong></span><br />\n<span style=\"font-family:Arial,Helvetica,sans-serif\">Founded in 1947 by Nina Vance, the Alley Theatre is a pioneer of regional theatre, and one of the leading nonprofit theatre companies in the United States. The Alley has been awarded the prestigious Regional Theatre Tony Award&reg; and the Texas Medal of Arts Award. The Alley has transferred productions to Broadway, Off-Broadway, major European Festivals, and to 40 American cities. Unique among regional theatres, the Alley is committed to maintaining a Resident Acting Company and providing them with work year-round. Nationally recognized directors, actors, playwrights, and designers from across the country have regularly joined the Resident Acting Company.</span></p>\n\n<p style=\"text-align:justify\"><span style=\"font-family:Arial,Helvetica,sans-serif\">Rob Melrose, Artistic Director at the Alley, took over as artistic leader of the organization in 2019. His vision for the future of the Alley is both thrilling and ambitious. His strategic goals include upholding the Alley&rsquo;s artistic excellence, keeping longtime Alley Theatre devotees eager to return each season, and creating productions and cultivating new audiences.</span></p>\n\n<p style=\"text-align:justify\"><span style=\"font-family:Arial,Helvetica,sans-serif\">Rob Melrose and Managing Director Jennifer Bielstein along with Alley&rsquo;s leadership team are committed to fostering an environment where everyone is encouraged to bring their authentic selves.</span></p>\n\n<p><br />\n<span style=\"font-family:Arial,Helvetica,sans-serif\"><strong><u>JOB STATEMENT</u></strong></span><br />\n<span style=\"font-family:Arial,Helvetica,sans-serif\">The </span>Guest Services Manager<span style=\"font-family:Arial,Helvetica,sans-serif\"> oversees general ticketing operations along with all aspects of our subscriptions. This is to ensure seamless processes and coordination for the Guest Services team to provide exceptional patron service experiences with the goal of converting single ticket buyers to subscribers. They will also contribute to creating and enhancing methods of acquisition and retention to grow our subscriber base and ensure the most patron-centric journey for our subscribers.&nbsp;&nbsp;</span></p>\n\n<p><span style=\"font-family:Arial,Helvetica,sans-serif\">This position reports to the Director of&nbsp;</span><span style=\"font-family:Arial,Helvetica,sans-serif\">Audience Experience&nbsp;</span><span style=\"font-family:Arial,Helvetica,sans-serif\">and partners with the </span><span style=\"font-family:Arial,Helvetica,sans-serif\">Audience Experience&nbsp;</span><span style=\"font-family:Arial,Helvetica,sans-serif\">Manager.&nbsp;</span></p>\n",
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The Alley has transferred productions to Broadway, Off-Broadway, major European Festivals, and to 40 American cities. Unique among regional theatres, the Alley is committed to maintaining a Resident Acting Company and providing them with work year-round. Nationally recognized directors, actors, playwrights, and designers from across the country have regularly joined the Resident Acting Company.\\n\\nRob Melrose, Artistic Director at the Alley, took over as artistic leader of the organization in 2019. His vision for the future of the Alley is both thrilling and ambitious. His strategic goals include upholding the Alley&rsquo;s artistic excellence, keeping longtime Alley Theatre devotees eager to return each season, and creating productions and cultivating new audiences.\\n\\nRob Melrose and Managing Director Jennifer Bielstein along with Alley&rsquo;s leadership team are committed to fostering an environment where everyone is encouraged to bring their authentic selves.\\n\\n\\nJOB STATEMENT\\nThe Guest Services Manager oversees general ticketing operations along with all aspects of our subscriptions. This is to ensure seamless processes and coordination for the Guest Services team to provide exceptional patron service experiences with the goal of converting single ticket buyers to subscribers. They will also contribute to creating and enhancing methods of acquisition and retention to grow our subscriber base and ensure the most patron-centric journey for our subscribers.&nbsp;&nbsp;\\n\\nThis position reports to the Director of&nbsp;Audience Experience&nbsp;and partners with the Audience Experience&nbsp;Manager.&nbsp;\\nQualificationsJOB DUTIES\\n\\n\\n\\tLead the setup, maintenance, and accuracy of ticketed and non-ticketed events in Tessitura.&nbsp;\\n\\tOversee the creation and management of season packages and individual events, including seating inventory, holds, pricing structures, and ticket delivery methods.&nbsp;\\n\\tAdminister advanced Tessitura functions, including promo code creation, pricing updates, and TNEW interface management, while ensuring data accuracy and system integrity.\\n\\tManage season-long inventory and ticketing strategy in coordination with organizational leadership to support revenue goals and audience development objectives.\\n\\tOversee complimentary ticketing processes, including in-kind donations, comps, gift passes, and strategic papering initiatives.\\n\\tMaintain clear and responsive communication with internal stakeholders and patrons regarding ticketing activity, needs, and issue resolution.\\n\\tRepresent Ticketing at Opening Night events and provide operational support for patron check-in and ticketing needs.&nbsp;\\n\\tPrepare and distribute reporting on promotions, ticketing activity, patron trends, and related performance metrics.&nbsp;\\n\\tReview marketing materials for ticketing accuracy and consistency.&nbsp;\\n\\tInitiate and coordinate NCOA updates in Tessitura in partnership with IT.&nbsp;\\n\\tSupport Guest Services operations as needed to ensure a high standard of patron care.&nbsp;\\n\\tIdentify and recommend procedural improvements to strengthen operational efficiency and service delivery.\\n\\tWork with the Audience Experience Manager to develop a defined and consistent customer service strategy for the Box Office.&nbsp;\\n\\tOther duties to evolve the position\\n\\n\\n\\nSUPERVISORY RESPONSIBILITIES\\n\\n\\n\\tAssist as shift supervisor to guest services staff in the absence of Audience Experience Manager.\\n\\tAssist with the hiring and training of applicable new team members. &nbsp;\\n\\tMotivating and coaching employees to improve performance, provide feedback and training opportunities.&nbsp;&nbsp;\\n\\tEnsuring staff members follow company policies and procedures.&nbsp;\\n\\n\\n&nbsp;\\n\\nREQUIREMENTS (SKILLS and KNOWLEDGE)\\n\\n\\n\\tOrganization, analytical, decisive, detail-oriented, adaptive, service-oriented&nbsp;\\n\\tExperience with ticketing system event builds and maintenance (Tessitura preferred)\\n\\tAbility to work in a fast-paced, energized, and quickly changing environment.&nbsp;\\n\\tA proactive approach to problem-solving with strong decision-making skills.&nbsp;\\n\\tDetail-oriented, able to prioritize efficiently and multi-task.&nbsp;\\n\\tAbility to be self-directed and take initiative.&nbsp;\\n\\tAbility to maintain confidential information.&nbsp;\\n\\tExcellent verbal and written communication skills.&nbsp;&nbsp;\\n\\tExhibit a positive attitude with good communication and interpersonal skills.&nbsp;&nbsp;\\n\\tCommunication, planning, accuracy, efficiency, patron-centric customer service, creativity&nbsp;\\n\\tCollege degree preferred.&nbsp;\\n\\n\\n&nbsp;\\n\\nPHYSICAL REQUIREMENTS/WORKING CONDITIONS\\n\\n\\n\\tProlonged periods of sitting at a desk and working on a computer.&nbsp;&nbsp;\\n\\tAbility to lift and move 25 lbs.&nbsp;\\n\\tMust be comfortable working in a fast-paced environment where directions and priorities can change rapidly.&nbsp;\\n\\tTypical hours are during the day, but the position requires flexibility to be available for weekend, holidays and evening work hours as needed.&nbsp;&nbsp;\\n\\n\\n&nbsp;\\n\\nBENEFITS &amp; PERKS\\n\\n\\n\\tMedical, dental and vision insurance\\n\\tPaid vacation, floating holiday and sick time\\n\\t401(k) with matching, FSA, HRA (Alley paid deductible)\\n\\tFree and discounted tickets to Alley Theatre performances\\n\\tDiscounted Parking ($4 Bi-weekly)\\n\\tDiscounted gym membership\\n\\tEmployee wellness program &amp; Employee Assistance Program (EAP)\\n\\tHouston, TX is one of the most affordable cities in the nation with no state or city income tax.\\n\\n\",\"responsibilities\":\"POSITION:&nbsp;Guest Services Manager\\nDEPARTMENT:&nbsp;Marketing&nbsp;\\nCLASSIFICATION: Full-time / Salaried / Exempt\\nSUPERVISOR:&nbsp;Director of Audience Experience\\n\\nOVERVIEW\\nFounded in 1947 by Nina Vance, the Alley Theatre is a pioneer of regional theatre, and one of the leading nonprofit theatre companies in the United States. The Alley has been awarded the prestigious Regional Theatre Tony Award&reg; and the Texas Medal of Arts Award. The Alley has transferred productions to Broadway, Off-Broadway, major European Festivals, and to 40 American cities. Unique among regional theatres, the Alley is committed to maintaining a Resident Acting Company and providing them with work year-round. Nationally recognized directors, actors, playwrights, and designers from across the country have regularly joined the Resident Acting Company.\\n\\nRob Melrose, Artistic Director at the Alley, took over as artistic leader of the organization in 2019. His vision for the future of the Alley is both thrilling and ambitious. 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PERKS\\n\\n\\n\\tMedical, dental and vision insurance\\n\\tPaid vacation, floating holiday and sick time\\n\\t401(k) with matching, FSA, HRA (Alley paid deductible)\\n\\tFree and discounted tickets to Alley Theatre performances\\n\\tDiscounted Parking ($4 Bi-weekly)\\n\\tDiscounted gym membership\\n\\tEmployee wellness program &amp; Employee Assistance Program (EAP)\\n\\tHouston, TX is one of the most affordable cities in the nation with no state or city income tax.\\n\\n\",\"experienceRequirements\":\"JOB DUTIES\\n\\n\\n\\tLead the setup, maintenance, and accuracy of ticketed and non-ticketed events in Tessitura.&nbsp;\\n\\tOversee the creation and management of season packages and individual events, including seating inventory, holds, pricing structures, and ticket delivery methods.&nbsp;\\n\\tAdminister advanced Tessitura functions, including promo code creation, pricing updates, and TNEW interface management, while ensuring data accuracy and system integrity.\\n\\tManage season-long inventory and ticketing strategy in coordination with organizational leadership to support revenue goals and audience development objectives.\\n\\tOversee complimentary ticketing processes, including in-kind donations, comps, gift passes, and strategic papering initiatives.\\n\\tMaintain clear and responsive communication with internal stakeholders and patrons regarding ticketing activity, needs, and issue resolution.\\n\\tRepresent Ticketing at Opening Night events and provide operational support for patron check-in and ticketing needs.&nbsp;\\n\\tPrepare and distribute reporting on promotions, ticketing activity, patron trends, and related performance metrics.&nbsp;\\n\\tReview marketing materials for ticketing accuracy and consistency.&nbsp;\\n\\tInitiate and coordinate NCOA updates in Tessitura in partnership with IT.&nbsp;\\n\\tSupport Guest Services operations as needed to ensure a high standard of patron care.&nbsp;\\n\\tIdentify and recommend procedural improvements to strengthen operational efficiency and service delivery.\\n\\tWork with the Audience Experience Manager to develop a defined and consistent customer service strategy for the Box Office.&nbsp;\\n\\tOther duties to evolve the position\\n\\n\\n\\nSUPERVISORY RESPONSIBILITIES\\n\\n\\n\\tAssist as shift supervisor to guest services staff in the absence of Audience Experience Manager.\\n\\tAssist with the hiring and training of applicable new team members. &nbsp;\\n\\tMotivating and coaching employees to improve performance, provide feedback and training opportunities.&nbsp;&nbsp;\\n\\tEnsuring staff members follow company policies and procedures.&nbsp;\\n\\n\\n&nbsp;\\n\\nREQUIREMENTS (SKILLS and KNOWLEDGE)\\n\\n\\n\\tOrganization, analytical, decisive, detail-oriented, adaptive, service-oriented&nbsp;\\n\\tExperience with ticketing system event builds and maintenance (Tessitura preferred)\\n\\tAbility to work in a fast-paced, energized, and quickly changing environment.&nbsp;\\n\\tA proactive approach to problem-solving with strong decision-making skills.&nbsp;\\n\\tDetail-oriented, able to prioritize efficiently and multi-task.&nbsp;\\n\\tAbility to be self-directed and take initiative.&nbsp;\\n\\tAbility to maintain confidential information.&nbsp;\\n\\tExcellent verbal and written communication skills.&nbsp;&nbsp;\\n\\tExhibit a positive attitude with good communication and interpersonal skills.&nbsp;&nbsp;\\n\\tCommunication, planning, accuracy, efficiency, patron-centric customer service, creativity&nbsp;\\n\\tCollege degree preferred.&nbsp;\\n\\n\\n&nbsp;\\n\\nPHYSICAL REQUIREMENTS/WORKING CONDITIONS\\n\\n\\n\\tProlonged periods of sitting at a desk and working on a computer.&nbsp;&nbsp;\\n\\tAbility to lift and move 25 lbs.&nbsp;\\n\\tMust be comfortable working in a fast-paced environment where directions and priorities can change rapidly.&nbsp;\\n\\tTypical hours are during the day, but the position requires flexibility to be available for weekend, holidays and evening work hours as needed.&nbsp;&nbsp;\\n\\n\\n&nbsp;\\n\\nBENEFITS &amp; 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    "qualifications": "<p><span style=\"font-family:Arial,Helvetica,sans-serif\"><strong><u>JOB DUTIES</u></strong></span></p>\n\n<ul>\n\t<li>Lead the setup, maintenance, and accuracy of ticketed and non-ticketed events in Tessitura.&nbsp;</li>\n\t<li>Oversee the creation and management of season packages and individual events, including seating inventory, holds, pricing structures, and ticket delivery methods.&nbsp;</li>\n\t<li>Administer advanced Tessitura functions, including promo code creation, pricing updates, and TNEW interface management, while ensuring data accuracy and system integrity.</li>\n\t<li>Manage season-long inventory and ticketing strategy in coordination with organizational leadership to support revenue goals and audience development objectives.</li>\n\t<li>Oversee complimentary ticketing processes, including in-kind donations, comps, gift passes, and strategic papering initiatives.</li>\n\t<li>Maintain clear and responsive communication with internal stakeholders and patrons regarding ticketing activity, needs, and issue resolution.</li>\n\t<li>Represent Ticketing at Opening Night events and provide operational support for patron check-in and ticketing needs.&nbsp;</li>\n\t<li>Prepare and distribute reporting on promotions, ticketing activity, patron trends, and related performance metrics.&nbsp;</li>\n\t<li>Review marketing materials for ticketing accuracy and consistency.&nbsp;</li>\n\t<li>Initiate and coordinate NCOA updates in Tessitura in partnership with IT.&nbsp;</li>\n\t<li>Support Guest Services operations as needed to ensure a high standard of patron care.&nbsp;</li>\n\t<li>Identify and recommend procedural improvements to strengthen operational efficiency and service delivery.</li>\n\t<li>Work with the Audience Experience Manager to develop a defined and consistent customer service strategy for the Box Office.&nbsp;</li>\n\t<li>Other duties to evolve the position</li>\n</ul>\n\n<p><br />\n<span style=\"font-family:Arial,Helvetica,sans-serif\"><strong><u>SUPERVISORY RESPONSIBILITIES</u></strong></span></p>\n\n<ul>\n\t<li>Assist as shift supervisor to guest services staff in the absence of Audience Experience Manager.</li>\n\t<li><span style=\"font-family:Arial,Helvetica,sans-serif\">Assist with the hiring and training of applicable new team members. &nbsp;</span></li>\n\t<li><span style=\"font-family:Arial,Helvetica,sans-serif\">Motivating and coaching employees to improve performance, provide feedback and training opportunities.&nbsp;&nbsp;</span></li>\n\t<li><span style=\"font-family:Arial,Helvetica,sans-serif\">Ensuring staff members follow company policies and procedures.&nbsp;</span></li>\n</ul>\n\n<p style=\"margin-left:24px; text-align:justify\">&nbsp;</p>\n\n<p><span style=\"font-family:Arial,Helvetica,sans-serif\"><strong><u>REQUIREMENTS (SKILLS and KNOWLEDGE)</u></strong></span></p>\n\n<ul>\n\t<li><span style=\"font-family:Arial,Helvetica,sans-serif\">Organization, analytical, decisive, detail-oriented, adaptive, service-oriented&nbsp;</span></li>\n\t<li><span style=\"font-family:Arial,Helvetica,sans-serif\">Experience with ticketing system event builds and maintenance (Tessitura preferred)</span></li>\n\t<li><span style=\"font-family:Arial,Helvetica,sans-serif\">Ability to work in a fast-paced, energized, and quickly changing environment.&nbsp;</span></li>\n\t<li><span style=\"font-family:Arial,Helvetica,sans-serif\">A proactive approach to problem-solving with strong decision-making skills.&nbsp;</span></li>\n\t<li><span style=\"font-family:Arial,Helvetica,sans-serif\">Detail-oriented, able to prioritize efficiently and multi-task.&nbsp;</span></li>\n\t<li><span style=\"font-family:Arial,Helvetica,sans-serif\">Ability to be self-directed and take initiative.&nbsp;</span></li>\n\t<li><span style=\"font-family:Arial,Helvetica,sans-serif\">Ability to maintain confidential information.&nbsp;</span></li>\n\t<li><span style=\"font-family:Arial,Helvetica,sans-serif\">Excellent verbal and written communication skills.&nbsp;&nbsp;</span></li>\n\t<li><span style=\"font-family:Arial,Helvetica,sans-serif\">Exhibit a positive attitude with good communication and interpersonal skills.&nbsp;&nbsp;</span></li>\n\t<li><span style=\"font-family:Arial,Helvetica,sans-serif\">Communication, planning, accuracy, efficiency, patron-centric customer service, creativity&nbsp;</span></li>\n\t<li><span style=\"font-family:Arial,Helvetica,sans-serif\">College degree preferred.&nbsp;</span></li>\n</ul>\n\n<p>&nbsp;</p>\n\n<p><span style=\"font-family:Arial,Helvetica,sans-serif\"><strong><u>PHYSICAL REQUIREMENTS/WORKING CONDITIONS</u></strong></span></p>\n\n<ul>\n\t<li><span style=\"font-family:Arial,Helvetica,sans-serif\">Prolonged periods of sitting at a desk and working on a computer.&nbsp;&nbsp;</span></li>\n\t<li><span style=\"font-family:Arial,Helvetica,sans-serif\">Ability to lift and move 25 lbs.&nbsp;</span></li>\n\t<li><span style=\"font-family:Arial,Helvetica,sans-serif\">Must be comfortable working in a fast-paced environment where directions and priorities can change rapidly.&nbsp;</span></li>\n\t<li><span style=\"font-family:Arial,Helvetica,sans-serif\">Typical hours are during the day, but the position requires flexibility to be available for weekend, holidays and evening work hours as needed.&nbsp;&nbsp;</span></li>\n</ul>\n\n<p>&nbsp;</p>\n\n<p><span style=\"font-family:Arial,Helvetica,sans-serif\"><strong><u>BENEFITS &amp; PERKS</u></strong></span></p>\n\n<ul>\n\t<li style=\"text-align:justify\"><span style=\"font-family:Arial,Helvetica,sans-serif\">Medical, dental and vision insurance</span></li>\n\t<li style=\"text-align:justify\"><span style=\"font-family:Arial,Helvetica,sans-serif\">Paid vacation, floating holiday and sick time</span></li>\n\t<li style=\"text-align:justify\"><span style=\"font-family:Arial,Helvetica,sans-serif\">401(k) with matching, FSA, HRA (Alley paid deductible)</span></li>\n\t<li style=\"text-align:justify\"><span style=\"font-family:Arial,Helvetica,sans-serif\">Free and discounted tickets to Alley Theatre performances</span></li>\n\t<li style=\"text-align:justify\"><span style=\"font-family:Arial,Helvetica,sans-serif\"><span style=\"background-color:#ffffff\">Discounted Parking ($4 Bi-weekly)</span></span></li>\n\t<li style=\"text-align:justify\"><span style=\"font-family:Arial,Helvetica,sans-serif\">Discounted gym membership</span></li>\n\t<li style=\"text-align:justify\"><span style=\"font-family:Arial,Helvetica,sans-serif\">Employee wellness program &amp; Employee Assistance Program (EAP)</span></li>\n\t<li style=\"text-align:justify\"><span style=\"font-family:Arial,Helvetica,sans-serif\">Houston, TX is one of the most affordable cities in the nation with no state or city income tax.</span></li>\n</ul>\n",
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