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Part-Time Patron Services Front of House Assistant

University of Michigan · Ann Arbor, MI · Yesterday
ManagementPart-time

Now in its 148th season, UMS continues to showcase traditional performing arts alongside contemporary artists and is admired across the country for its boundary-pushing roster of artists and its curious and supportive audiences. Housed on the campus of the University of Michigan in Ann Arbor, UMS is one of the oldest performing arts presenters in the country, committed to connecting audiences with performing artists from around the world in uncommon and engaging experiences. With a program steeped in music, dance, and theater, UMS contributes to a vibrant cultural community by presenting approximately 60-75 performances and over 100 free educational activities each season. UMS also commissions new work, sponsors artist residencies, and organizes collaborative projects with local, national, and international partners. UMS was selected as one of the 2014 recipients of the National Medal of Arts, the nation's highest public artistic honor.

About the role

This is a 20-29 hour/week temporary appointment through the standard academic year with the option of renewing through the summer and following season. Week-to-week schedules can be flexible. Evenings and weekends required.

Responsibilities

  • (70%) Front of House Support
    • Serve as a secondary contact for a 200-person volunteer usher corps, assist with orientation sessions and facilitate communication between UMS production staff, venue staff, and ushers.
    • Serve as the primary UMS front-of-house representative at designated performances, demonstrating excellent customer service regarding critical issues such as ticketing problems, late seating, crowd control, and general public relations.
    • When serving as the primary front-of-house representative at UMS performances, supervise the volunteer usher corps on duty as well as head ushers and student staff.
    • When assigned to a performance, work with Front of House Manager and UMS staff to ensure performance venues are appropriately staffed, Front-of-House policies are adhered to, and maintain communication with backstage and venue management staff.
    • With guidance of Front-of-House Manager, generate event reports for assigned performances and coordinate placement and set-up of signage at UMS events to ensure uniformity and maximum brand exposure, facilitating the creation and/or delivery as needed.
  • (15%) Patron Services Support
    • Provide excellent customer service by phone, email, and in-person.
    • Accurately process ticket orders by phone and in-person, including cash, check, and credit card handling.
    • Assist in the supervision of student staff. Work with the UMS Patron Services full-time staff to train, coach, and support a productive work environment.
    • Work with students and full-time staff to troubleshoot and solve complex customer issues.
    • Assist full-time staff with special projects related to ticket sales preparation, office organization, data management, group sales, and scheduling for UMS, SMTD and A2SF.
    • Perform closing duties such as locking offices and venues and reconciling receipts of cash, checks, and credit cards.
    • Serve as Manager-On-Duty at times when the UMS Patron Services full-time staff are unavailable.
  • (5%) Night of Show Ticket Office Support
    • Ensure timely set-up and take down of temporary night-of ticket offices at various venues on and off U-M's campus.
    • Serve as the primary UMS, SMTD or A2SF ticket sales representative at designated performances, demonstrating excellent customer service and successful oversight of student staff, ticket office sales, will call, and ticket lobby traffic flow.
    • Coordinate with Front of House staff, both UMS and University Productions (UPROD), to ensure accurate recording of performance attendance and resolve seating issues.
    • Work with production and marketing staff to ensure accurate distribution of tickets provided to artists, sponsors, media partners, staff, and other special performance guests.
  • (10%) Other Job Duties as Assigned

Requirements

  • 1-2 years of customer service, house or event management, ticket office or public relations experience.
  • Ability to communicate well under pressure.
  • Strong attention to detail with the ability to be organized.
  • Ability to maintain a professional work ethic.
  • Ability to work independently and as part of a team.
  • Intermediate computer skills and the ability to learn new technology.
  • Strong writing skills to prepare correspondence, reports, and schedules.
  • Routinely moves and positions materials weighing up to 50 pounds across campus and for various event needs.
  • A valid driver's license and the ability to operate University vehicles.

Qualifications

  • Experience in the performing arts.
  • Experience with Tessitura or other ticketing software.
  • Experience supervising and coaching students.

Benefits

We offer a benefits package that includes comprehensive training and career development opportunities, generous retirement savings plans, ample paid time off, and a wealth of family care support. Learn more about U-M benefits.

Schedule

This part-time position is based in Ann Arbor, MI, on the campus of the University of Michigan. The position requires a minimum of 20 hours per week with a mix of daytime office hours from Monday-Friday and in the evening and on weekends during performance season.

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