TITLE: Audience Experience Coordinator
LOCATION: Becket, MA
COMPENSATION: $850-$950 per week, less tax withholdings payable on a biweekly disbursement schedule
STATUS: Full-Time, Seasonal (approx. April through August 29, 2025)
5-day work week April through June 20, 2025
6-day work week June 24 through August 29, 2025
REPORTS TO: Director of Patron Services
DEPARTMENT: Patron Services
BENEFITS: Three meals a day, free access to classes, performances, talks, studio usage, complimentary housing, if necessary.
We are seeking a passionate and proactive individual to assist the Theatre Manager in the day-to-day front-of-house and administrative patron services operations. This role focuses on all aspects of front-line patron interaction, house management, coordinating volunteer ushers, and working closely with the Production, Marketing, and Programming departments. Responsibilities include patron, venue, and event management, implementing any changes in performance venues due to weather, assisting in volunteer management, intern mentorship, administrative support, formulating audience engagement strategies, and working inter-departmentally in assessing patron interactions to foster ongoing improvements.
KEY RESPONSIBILITIES:
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Patron Services
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Deliver excellent customer service by answering questions, resolving issues, and assisting with ticketing inquiries.
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Implement rain plan, coordinating with Marketing and Box Office on communications to the public, ticket returns, donations, etc.
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Lead others effectively in high-demand or emergency situations.
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Understand and confidently enforce patron, ticketing, and safety policies.
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Front of House
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Supporting the Theatre Manager in patron and venue management across three (3) performance spaces.
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Serve as Manager on Duty (MOD) for multiple performances, occasionally independently, eventually taking responsibility for a specific venue.
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Collaborate with the Box Office to address ticketing and seating issues promptly.
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Leading and managing a cohort of volunteer ushers
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Mentoring and leading each department intern throughout their specific rotation
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Remain calm and professional while adapting to challenging or emergency situations.
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Maintain cleanliness/presentation of theatre spaces and closing of the space following the end of each performance
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Attend all dress rehearsals and run-throughs
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Administrative
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Co-managing departmental documents prior to and during the festival season.
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Being an administrator within our volunteer management system, including scheduling, data tracking, hours tracking, and communications
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Assisting in the completion of Festival Reports following each performance
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Communicate with marketing about program numbers and inserts
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Keeping track of the house counts for each venue
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Communication
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Provide detailed information about performances, events, classes, and related services.
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Communicate with patrons regarding event details, changes, and special instructions.
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Provide the highest level of customer service to patrons through in-person interactions on campus. Including campus wayfinding, front-of-house support, and other administrative duties as assigned.
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Monitor and track volunteer communications via volunteer management software or email. Ensure volunteer communications within 24 hours as needed.
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Teamwork
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The willingness to collaborate, instruct, and provide guidance to department interns.
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Be able to provide insights and positive solutions to aid in the success of the patron experience.
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Comfortable working interdepartmentally
