Patron Services Manager

Job Title: Patron Services Manager (Part-Time)

About Germantown Community Theatre (GCT):
Germantown Community Theatre (GCT) has been inspiring audiences for over 50 years with outstanding theatrical productions and arts education. Rooted in community and creativity, GCT offers a welcoming space for artists, volunteers, and patrons of all ages to experience the joy and power of live theatre.

Germantown Community Theatre is a non‐profit 501(c)(3) organization set in an intimate 98‐seat theatre located at 3037 Forest Hill‐Irene Rd. GCT provides both theatrical entertainment and educational opportunities for Midsouth families in an environment that nurtures creative expression and artistic growth. Our mission is to entertain, educate, engage, and enrich the community through theatrical programming.

Reports To: Executive Director
Location: Germantown, TN (On-site)
Hours: 24–30 hours/week, including evenings and weekends based on performance and event schedule. Some performance weeks will require 30-40 hours.
Pay Rate: $15-$18 per hour

Position Summary:
The Patron Services Manager is responsible for delivering exceptional customer service and managing front-of-house operations during performances and events. This role is vital to the patron experience, ensuring that all guests feel welcomed, informed, and supported. The ideal candidate is tech-savvy, detail-oriented, organized, personable, and thrives in a collaborative, community-oriented environment.

Key Responsibilities:

Box Office & Customer Service

• Operate and manage ticketing system (e.g., OvationTix, AudienceView, or similar) for sales, exchanges, and reservations
• Maintain accurate records of ticket sales, attendance, and customer feedback
• Supervise and train Box Office staff and/or volunteers to maintain high standards of accuracy, professionalism, and exceptional customer service
• Act as the primary point of contact with ticketing software providers, ensuring system functionality,
• Collaborate with Executive Director to align ticket pricing, promotional messaging, and ticketing timelines
• Manage all box office communications channels, including phone and email; respond to inquiries in-person, online, and via phone
• Create and disseminate internal event FAQs and ticketing guidelines for staff and volunteers.
• Develop, document, and enforce box office policies and procedures that support efficiency, guest satisfaction, and organizational goals

Front-of-House Operations

• Maintain a strong, visible presence during major events to manage front-of-house logistics, oversee guest entry, and resolve ticketing issues in real time
• Supervise lobby and concession setup and breakdown during performances
• Recruit, schedule, and manage volunteer ushers and concession staff
• Ensure smooth and professional front-of-house experience during all event

Marketing & Communication

• Create email newsletter 2 times a month with event promotion and news
• Create graphics to assist in marketing events, deals, classes etc in Canva Pro
• Design playbills for each season show by coordinating with cast & creative teams for bios, ads & more
• Coordinate social media efforts, including Facebook, Instagram, and TikTok
• Update website regularly to ensure information remains current, accurate, and accessible

Patron & Volunteer Engagement

• Foster a welcoming atmosphere for patrons and volunteers
• Coordinate with staff for accessibility accommodations and ensure compliance with ADA standards
• Support development and marketing efforts by gathering patron data and assisting at donor and promotional events
• Recruit and schedule volunteers, including ushers
• Assist Executive Director with Community Engagement, Marketing, Administrative, and Development Tasks as required

Qualifications:

• Minimum 1 year of experience in customer service, box office, arts administration, event support, or related field.
• Excellent communication and interpersonal skills
• Strong organizational skills and attention to detail
• Comfortable with basic technology, social media, and box office software
• Ability to work evenings and weekends based on show schedule
• Interest and passion for the performing arts

Preferred Attributes:

• Experience with OvationTix/AudienceView and/or other ticketing software
• Experience with volunteer coordination
• Comfort managing social media and website updates as tools for patron communication and engagement
• Familiarity with the Shelby County community theatre and nonprofit arts organizations
• Desire to learn and interact with various arts administration functions including but not limited to: marketing, development, outreach, and community engagement
• Positive and proactive attitude, with a commitment to providing outstanding patron experiences
• Team-oriented mindset, with the ability to collaborate and communicate with team
• Reliable and dependable, with a strong sense of responsibility and follow-through
• Adaptable and tech-savvy, with a willingness to stay current on ticketing technologies and tools
• Self-motivated and accountable, consistently meeting deadlines and organizational objectives
• Excellent problem solver, able to think critically and resolve issues under pressure in fast-paced environments

Special Requirements: 

• Must submit to and pass a background check
• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
• Hours & schedule for this position may vary from week to week, depending on GCT’s event schedule, including evenings and weekends.
• Position requires walking, standing, sitting, and occasional lifting up to 50 lbs.
• The position is on-site at Germantown Community Theatre. Remote work is permissible only when deemed necessary by Executive Director

To Apply:
Send your resume, a brief cover letter outlining your interest in the role, and a list of two references with contact information to Exec@GCTComePlay.org. Applications will be reviewed on a rolling basis until the position is filled.