JOB LOCATION

Fox Theatre 9900 E Colfax Ave Aurora, Colorado 80010-5013

City of Aurora, Colorado

It is an exciting time to work for the City of Aurora, we’re growing and looking for dedicated and collaborative individuals to join our team of talented and valued employees. Excellent organizations have a set of principles, or core values, that are used to implement their mission and vision. Those values represent the touchstone for the organization, guiding the decisions of the individuals and the organization. At the City of Aurora, we demonstrate our excellence by modeling the CORE 4 Values of: Integrity, Respect, Professionalism, and Customer Service, and we welcome all who share these values to apply.

Why Work for Aurora?

• Make a difference in the lives of real people every day
• Diverse community
• Competitive total compensation package
• Well-Funded General Employees Retirement Plan
• Light rail station minutes away
• On-site fitness center and overall employee well-being programs Internal educational programs to assist with career advancement
• Access to innovation workspaces

PRIMARY DUTIES & RESPONSIBILITIES

The Hiring Range for this position is: $52,488.80 – $65,611.00/ Annually

The Salary Range for this position is: $52,488.80 – $82,013.75/ Annually

OVERVIEW OF POSITION / DEPARTMENT

The Aurora Fox Theater is looking for a Patron Services and Facilities Coordinator to design, develop, coordinate, and implement patron services program inclusive of ticketing, house management, liquor policies, concessions, volunteer ushering, and mailings; Designs, and implements annual group sales campaign under the direction of the department’s marketing team; assists with other marketing projects; coordinates events. At the City of Aurora, we demonstrate our work by modeling the CORE 4 Values of: Integrity, Respect, Professionalism, and Customer Service. We welcome all who share these values to apply. Despite the changes in Colorado law, the City of Aurora maintains a drug free workplace. A positive test of marijuana is grounds for disqualification or termination once hired.

PRIMARY DUTIES & RESPONSIBILITIES

• Responsible for all points of contact with patrons and licensees; The Patron Services Manager serves as Box Office Manager during regular business hours and as Box Office Manager or House Manager for all performances and supervises part-time employees during performances serving as Box Office, House Manager and Concessions Manager.  When the performance positions are not fully staffed, the Patron Services Manager may perform duties of more than one front of house performance position. The ideal candidate is enthusiastic, outgoing, organized, and self-motivated with excellent communication skills.

Box Office Manager

• Recruit, hire, train, schedule, supervise and evaluate volunteers and paid performance Box Office, Concessions, Security, and Front-of-House staff, work as Box Office Manager or House Manager for all performances
• Coordinate all aspects of ticket sales including processing all box office and online ticket orders, verify cash and credit receipts, maintain financial records, and make deposits
• Coordinate all special arrangements for group purchases, season tickets, comp tickets, and vouchers
• Complete all box office reports, reconciliations, and audits
• Researches, selects, contracts and manages Center’s online ticketing service “Arts People”
• Develop and maintain relationships with longtime patrons, donors, and stakeholders
• Track donations and support fundraising effort
• Support the Marketing strategy by monitoring and improving systems for gathering and recording information and implements procedures to improve sales and customer service
• Work with the department’s marketing team to devise creative data analyses to provide insights that will help grow and retain audiences and improve sales results
• Work with staff and department personnel to maintain and process data to support SCFD and other granting and funding reports.
• Proactively manage the smooth running and administration of the box office system by setting up shows and offers
• Managing report schedules
• Updating ticket types, capacities and blocked seats
• Maintaining a clean database
• Maintaining and improving analysis and reporting procedures
• Manage and rotate staff and take responsibility for the wellbeing of the team
• Work closely with Executive Producer and Production Manager to expand and manage ancillary bookings
• Liaise with House Manager, Executive Producer and others with regard to house seats and guest allocations
• Maintain the mailing list by ensuring that data is accurate and regularly cleaned, staying abreast of, and complying with all data protection laws
• Prepare weekly deposits
• Support the marketing team by attending meetings and briefings as required
• Ensure that up-to-date information on all events is available to staff and on the Box Office system
• Refresh and implement Box Office policies within best practices and customer care
• Order, acquire and maintain concessions stock between performances
• Recruit and schedule volunteer Ushers

Concessions Manager

• Complete liquor and concessions sales and inventory reports
• Complete daily setup, breakdown, and storage of concessions inventory in an organized, attractive, and hygienic manner
• Provide exceptional customer service
• Track sales & inventory
• Facilitating cash & credit card sales, donations, vouchers, and discounts
• Prepare and send daily reports
• Maintain a clean environment
• Assist with special events & parties as needed

House Manager

• Direct the safe movement of patrons under normal circumstances AND in the event of emergency such as severe weather, fire etc.
• With Executive Producer, Fox Team and Library and Cultural Services Operations Manager, craft emergency procedures, monitor security footage, and liaise with street teams, homeless outreach, Access Aurora, Facilities & APD Maintain and communicate and practice emergency procedures
• Make the theater accessible to people with all disabilities.
• Be familiar and comply with the Americans with Disabilities Act Manage “the front of the house” (the space beginning at parking areas to the entrance and extending to the foot of the stage, including restrooms, concessions, etc.
• Ensure areas are safe and attractive and ready for guests
• Manage the acquisition and distribution of programs and inserts, if necessary
• Manage the acquisition and placement of signs and/or notices, if necessary
• Manage the distribution and collection of surveys to/from audience members, if applicable
• Manage and implement “late-comers policy”
• Resolve situations when ushers and audience members are in conflict
• Resolve problems that may arise from errors made in ticketing, for example, two tickets for the same seat
• Coordinates with the box office manager to determine which audience members will be seated in the event of a “waiting list”
• Ensure that the theater is observing capacity limits and fire laws Work closely with the stage manager to delay the start of the show if the need arises
• Ensure that places in and around where the audience is seated are clear of people’s feet or their belongings if these areas are used by the actors

Other Duties

• Could be asked to serve on the City’s volunteer managers committee or other city-wide committees
• Acts as staff liaison to Aurora Fox Board Events Committee on Aurora Fox Gala
• Assist the Aurora Fox Board Fundraising Committee with multiple fundraising events
• Conducts ticket sales for outside organizations
• Helms long term special projects as assigned
• Other duties as assigned

MINIMUM QUALIFICATIONS & WORKING CONDITIONS

An equivalent combination of education, training, and experience that demonstrates required knowledge, skills, and abilities may be considered

Education:

• High School Diploma or GED
• Associates degree preferred

Experience:

• At least 4 years experience in managing customer relations with a background in event and facility coordination
• At least 1 year of experience in a supervisory role
• Marketing and/or performing arts experience preferred
• Prior bartending experience is not required;
• Some experience in the food-service industry or working as concessions staff in a theater or performance venue is preferred

An equivalent combination of education, training and experience that demonstrates required knowledge, skills, and abilities will be considered.

Skills:

• Strong interpersonal skills, customer relations, planning, and organizational skills
• Strong organizational and time management, problem solving, communications and teamwork skills
• Skills in the use of computer equipment with a working knowledge of Microsoft Word, Excel, Outlook, Access, and ticket office software and hardware
• Strong interpersonal skills

Knowledge:

• Knowledge of program development and administration; budgeting and event planning; and volunteer management
• Knowledge of personal computer software that includes word processing, database, and spreadsheet software applications to be used to input sales, maintain mailing list, reports, scheduling, and track inventory
• Knowledge of simple accounting and record procedures to track and input sales, complete box office reconciliation, conduct audits, cash handling procedures
• Knowledge of online ticketing systems

Abilities:

• The ability to provide outstanding customer service is a must
• Ability to manage multiple projects simultaneously
• Communicate effectively both verbally and in writing
• Develop, design, coordinate, implement and conduct services for clients and patrons
• Establish and maintain effective working relationships with employees, patrons, citizens, and other theater professionals
• Handle sensitive or stressful situations with tact and diplomacy
• Make informal presentations
• Oversee and coordinate work of employees and volunteers
• Able to make quick adjustments and judgments
• Work flex hours including nights and week-ends as needed

Licenses and Certifications Required:

• Colorado driver’s license with good driving history. This position may require the incumbent to occasionally use personal equipment (e.g. vehicle, cell phone, tools, etc.) in the course of their employment.

WORKING CONDITIONS

Essential Personnel:

• When a local announcement of emergency or disaster is declared by the City, all City of Aurora employees may be required to work as essential personnel

Physical Demands:

• Work may require ability to lift 20 pounds with or without assistance
• Standing and walking
• May require some bending, stooping, pushing, pulling and climbing
• Hand/eye coordination for operation of computer system
• Vision to read reports and other written material
• Flexible work schedule that includes some evenings and weekends
• Frequent speech communication and hearing to maintain communication with employees and citizens

Work Environment:

• Works primarily indoors but may work outdoors assisting with a program or outreach events in varying weather conditions
• Works in a clean comfortable environment with some noise and distractions

Equipment Used:

• Uses standard office equipment including a computer and Clover Point of Sale Terminal

For Veterans preference:  Please show all of your employment history, including military service and related documentation (DD214) on the application.

The City of Aurora is an equal opportunity employer.  We are required by state and federal agencies to keep certain statistical records on applicants.  It will not be used in any way to discriminate against you because of your sex, race, age, sexual orientation, creed, national origin, disability or military status, gender identity, unless related to a bona fide occupational qualification as defined by the Colorado Civil Rights Commission and the Equal Opportunity Commission.

Despite the changes in Colorado law, the City of Aurora maintains a drug-free workplace.  A positive test of marijuana is grounds for disqualification and ineligibility for employment with the city for one year or termination once hired.

Drug Testing, Thorough Criminal Background Check, and Employment References:
As a condition of employment, all applicants selected for employment with the City of Aurora must undergo a thorough criminal background check and drug screening. Employment references will be conducted on finalists for City of Aurora vacancies.