Arts Center Patron Services Supervisor
- Basic Function
Arts Center Brochure
The Coppell Arts Center will be the next great addition to our City's legacy. Our goal for the Coppell Arts Center is to create a gathering place that honors local artists and presents first-class entertainment and diverse cultural experiences for the citizens of Coppell and North Texas residents. In accordance with that mission, we will provide our local talent with the resources they need to create and present their incredible work, and we will curate experiences from around the region and the nation and bring them here to Coppell.
To provide the best experience for our patrons, the City of Coppell is hiring an Arts Center Patron Services Supervisor. Under general direction of the Parks and Recreation Department and Coppell Arts Center Managing Director, the Arts Center Patron Services Supervisor is responsible for managing front of house staff and resources necessary to ensure excellence in service, safety, and comfort for all individuals who attend performances and events at the Center. In addition to managing front of house operations, the Arts Center Patron Services Supervisor will oversee custodial and parking vendors. Position will serve as a Manager on Duty (MOD) for events as needed and other duties as assigned.
- Essential Job Functions
- Act as public relations representative of the Center while working with the public at performances and during other events.
- Work according to a standard of outstanding customer service.
- Effectively manage customer needs and issues.
- Manage front of house staff and resources necessary to ensure excellence in service, safety, and comfort for all individuals who attend performances and events at the Center.
- Manage budget lines assigned to this position, including personnel budget.
- Recruit, hire, train, mentor, and supervise part time employees and volunteers to serve as house managers, hosts, and office assistants.
- Responsible for all time sheets, payroll, and paperwork regarding these employees.
- Manage and mentor staff of student and community volunteer ushers.
- Work a significant number of Center performances.
- Work hours span both evening and daytime hours, weekday and weekend.
- Coordinate accessibility services of the Center.
- Coordinate front-of-house emergency procedures and training; arrange for medical personnel at selected events.
- Responsible for all tours of the Center, including training of tour guides, coordinating tour schedules, and conducting special tours.
- Collaborates with Marketing & Ticketing Supervisor in areas of mutual concern.
- Maintains and troubleshoots electronic access management (ticket scanner) system.
- Oversees scheduling of custodial and parking service vendors.
- City of Coppell Core Competencies
Knowledge and ability to correctly apply professional/specialized expertise; skillfully manage information; properly use tools, equipment and technology; effectively allocate resources; proactively identify and resolve issues; consistently make sound decisions; correctly execute policy processes and procedures; strictly adhere to/enforce safety polices; consistently produce quality results; proactively plan and organize; consistently provide exceptional customer service.
Motivation of Self & Others: We demonstrate a core desire to serve the Public and the Organization through our commitment, passion, initiative and drive.
Leadership of Self & Others: We motivate, inspire and influence others to strive towards excellence by being participatory, positive, accountable, team focused, influential in goal achievement, and empowering.
Service -Oriented: We behave in a friendly and professional manner centering on a desire to address the needs of internal and external customers while respecting their rights and dignity by being people-oriented, helpful, understanding and compassionate.
Trustworthy: We earn the confidence of others by demonstrating both the character and the competence to fulfill our obligations with both integrity and honesty along with ethical, credible behavior.
Relational: We establish trust, cooperation, mutual respect and support with an objective to improve relationships by valuing diversity and being diplomatic/tactful, cooperative, empathetic, broadminded, flexible, respectful and compassionate/caring.
Communication: We exchange information and ideas in a manner which results in mutually supported decisions for the greater good by sharing thoughts & feelings, and through persuasiveness, assertiveness, empathic listening, conflict resolution and deliberating/debating.
Emotional Maturity: We demonstrate the ability to manage and monitor our emotions and to assess the emotional state of others by understanding stress management, balance and consistency.
Development of Self & Others: We are committed to improving the knowledge, skills, personal qualifications and performance of ourselves and others through mentoring, coaching, counseling/discipline, delegation and self-development.
Organizational Awareness: We are aware of the Organization's structure and culture for how we do business by understanding organizational structure, departmental impact on organization, interdepartmental relations, organizational culture, organizational development and leadership style.
Global Awareness: We stay informed of critical global issues and trends that may impact the Organization by understanding international perspectives (does not apply to level 3), intergovernmental relations, political awareness, media/public relations and legal implications.
Community Awareness: We have a sense of the community's culture and its impact on service delivery by understanding purpose of service, citizen/stakeholder expectations, demographics and branding.
Professional Insight: We thoroughly understand our particular professions and apply the principles and ethics required in the professions' service delivery by applying principles, professional ethics and by understanding futuring/profession trends, legal implications and resource planning.
Innovation: We successfully implement ideas that improve and/or add value to service delivery through creative thinking, risk taking, continuous improvement and by being quality minded and a change agent.
Critical Thinking: We actively and skillfully conceptualize, apply, analyze, synthesize, and evaluate information to reach a sound answer or conclusion by understanding issue/problem identification, analysis, consequences, and by balancing decision factors.
Visioning: We create the future direction of the Organization and understand the efforts and processes needed to achieve it through strategic planning, goal setting, policy development, mission/values and council direction.
- Minimum Requirements
Arts Center Patron Services Supervisor must possess a Bachelor's degree in Arts, Sports Entertainment Management, Theatre, Hospitality Management, or other relevant field of study required plus a minimum of three (3) years' experience at a management level managing multi-use arts operations. Must have a valid Texas Driver's license because essential job functions require travel to various sites within and outside the City.
The Arts Center Patron Services Supervisor must have excellent customer service skills to calmly address the myriad of patron complaints and issues that are associated with a public assembly facility. This position must have experience recruiting, training, and retaining a volunteer workforce since the bulk of the Center's usher program we be constructed from such. This employee must also be able to develop municipal budgets and perform personnel management duties including all aspects of the employee selection, evaluation and disciplinary processes. This employee must possess the ability to effectively plan and prioritize tasks as well as the ability to oversee, direct, review and analyze proposals as well as tasks performed by subordinate employees and personnel. Essential job functions require the ability to operate a personal computer with a variety of software applications, perform repetitious office tasks on a routine basis, and prepare reports, correspondence and other documentation. Individual must also be a good public speaker, with ability to think on one's feet during public hearings. The ability to effectively communicate with City officials, employees and members of the general public using the English language verbally and in writing is essential.