Syracuse Stage
Syracuse, NY
US
Position Title: Audience Services Manager
Department: Marketing & Communications Department
Reports To: Director of Marketing & Communications
Job Type: Full-time, Annual, Overtime Exempt
Salary/Wage: $1,125.00 per week
Benefits Eligible: Yes
Targeted Start Date: January 2025
Syracuse Stage is committed to anti-racism, equity, diversity, and inclusion in all areas of our work, on and offstage, and is an Equal Opportunity Employer. Syracuse Stage acknowledges with respect, the Onondaga Nation, firekeepers of the Haudenosaunee, the Indigenous people on whose ancestral lands Stage now stands. Learn more at www.onondaganation.org.
Candidates from underrepresented groups and those who share these values and have demonstrable experience advocating for anti-racism, equity, diversity, and inclusion are strongly encouraged to apply.
General Job Description:
The Audience Services Manager plays an integral role within the Marketing and Communications team by working to ensure all patrons have a positive experience at Syracuse Stage. Responsible for managing all aspects of Front-of-House services including house management, bar management, customer service and handicap accessibility pertaining to performances of Syracuse Stage, S.U. Drama Department, After Hours series and special events. Responsible for ensuring a pleasant and welcoming ambiance that simultaneously provides audience safety and comfort.
The description of the position in this document is representative and not exhaustive. Regular collaboration between shops in the production department and the wider organization is expected. Duties and responsibilities may shift with organizational needs.
Specific Responsibilities:
1. Manage Front-of-House and Concessions operations per above description.
2. Interview, hire, train, supervise and schedule Assistant House Managers for Syracuse Stage, House Manager for S.U. Drama, Bar and Coffee Concessions staff, Gift Shop staff as needed. Complete University CWS reporting as necessary and student evaluations.
3. Oversee continued improvement in all aspects of customer service including friendliness, courtesy, accessibility, responsiveness and ambiance. Respond by letter or phone to all complaints. Investigate causes leading to complaints & facilitate correction as possible.
4. Monitor budget for staff and supplies. Maintain adequate inventory at all concession areas.
5. Assure compliance with all Liquor Laws for the State of New York and compliance with all laws and regulations pertaining to sales of alcoholic beverages and food service permits. Assure proper alcohol awareness, safety and sanitation with all staff. Complete any required alcohol awareness training programs and make sure all bar staff has also completed the same programs.
6. Develop menu, pricing, purchase inventory and monitor services for bar and coffee bar.
7. Solicit, train, schedule and supervise Volunteer and Work-study usher staff for Syracuse Stage.
8. Maintain adequate staffing and cash banks at all concession and front-of-house areas.
9. Prepare and submit Syracuse Stage House Reports, daily deposits for concessions, Gift Shop sales reports, and other recordkeeping as required by Controller/Business Associate. File Accident Reports if necessary.
10. Supervise Drama House Manager to ensure that appropriate House reports are being submitted in timely manner to Human Resources Manager/Business Associate and proper procedures are followed.
11. Manage Gift Shop including development of ideas for inventory, ordering, delivery/pickup, staffing, cash box, tracking of inventory and show sales reports. Submit daily deposits to Human Resources Manager/Business Associate.
12. Prepare hourly employee timesheets and deliver to Human Resources Manager/Business Associate.
13. Maintain Archbold Theatre, Coyne Lobby, Sutton Pavilion, and any alternate venues in compliance with accepted safety standards (i.e. emergency lights, no blocked theatre exits, aisle lights etc.) and report any needed maintenance to Facilities Manager. Ensure compliance with regulations set forth by the Onondaga County Dept. of Health.
14. Maintain appearance of Archbold Theatre, Coyne Lobby, Sutton Pavilion, and any alternate venues outside grounds and restrooms just prior to performances during the week and throughout the weekend. Responsible for snow removal if it has occurred just prior to performance and also during the weekend.
15. Facilitate the set up and take down of lobby displays and special decorations.
16. Purchase Front-of-House items as needed (i.e. candles, flashlights, batteries, paper products for Saturday Night Suppers, usher items).
17. Purchase all items for bar and coffee concession. Purchase and pick up any supplies for these areas as needed. Track inventory and ensure security of all stored liquor.
18. Manage the Infrared Hearing System to include methods for checking out, proper battery charging, and shipping headsets for repair in a timely manner and requesting purchase of additional headsets as necessary.
19. Maintain Coat Room and deposit the “tips” with Human Resources Manager/Business Associate.
20. Plan and oversee surround events, such as Opening Night Receptions, Happy Hours, and Trivia Nights, including concept, menu, ordering, setup, and supervise outside caterers to insure proper set-up, clean up and compliance with food service policies for these receptions.
21. Responsible for physical set up, staffing and locking and unlocking of building for all special events with Syracuse Stage staff.
22. Notify custodians of any upcoming special events. Follow through that all areas involved are cleaned prior to any such events.
23. Notify Electric and Sound Departments of any special needs surrounding special events or performances. Coordinate with departments to make sure needs are met.
24. Supervise outside caterers during special events to ensure proper set up, clean up, and compliance with food services policies.
25. Assist with Box Office operations as needed, ensuring smooth ticket sales and customer service.
26. Ensure building security after performances before leaving premises.
27. Train and supervise all front-of-house staff for alternate venues.
28. Serve on any and all committees deemed necessary by supervisor.
29. Additional duties connected to front-of-house and support activities as assigned.
30. Serve as liaison to General Manager regarding development and implementation of renovation plans for lobby and theatre interior as it pertains to customer service and house management.
Qualifications & Key Competencies: Ideal Candidate Attributes:
In addition to a willingness to receive training, the successful candidate may be, or have:
1. Experience working in live theatre or performance setting.
2. Previous customer service, retail, or hospitality experience. Food service and/or bartending experience is a plus.
3. Experience in a management or supervisory role.
4. Reliable decision-making skills.
5. Ability to multitask or shift priorities appropriately.
6. Have a professional and accessible public-facing demeanor.
7. Be willing to receive First-Aid/CPR training; and if necessary safe food-handling and alcohol-service training.
8. A minimum of 18 years old to pour and serve alcohol in New York State.
9. Have reliable evening and weekend availability, especially during the performance calendar.
10. The ability to maintain a safe work environment.
11. The ability to work as part of a team.
12. The ability to regularly lift and move heavy objects, such as cases of alcohol or other products.
To Apply:
Candidates may review the full job description, and apply at: https://www.syracusestage.org/job-opportunities
Please Include: Resume, Cover Letter, Three (3) professional references
If you have difficulty submitting your application, please email [email protected] or call (315) 443-9842. We ask for materials in a written form, but we invite applicants to share their application using whatever format(s) best support their ability and skillset.
About Syracuse Stage:
Founded in 1974, Syracuse Stage is the non-profit, professional theatre company in residence at Syracuse University. It is nationally recognized for creating stimulating theatrical work that engages Central New York and significantly contributes to the artistic life of Syracuse University, where it is a vital partner in achieving the educational mission of the University’s Department of Drama. Syracuse Stage’s mission is to tell stories that engage, entertain, and inspire people to see life beyond their own experience. Each season 70,000 patrons enjoy an adventurous mix of new plays, and bold interpretations of classics and musicals, featuring the finest theatre artists. In addition, Stage maintains a vital educational outreach program that annually serves more than 15,000 students from 14 counties. Syracuse Stage is a constituent of the Theatre Communications Group (TCG), the national organization for the American theatre, and a member of the Arts and Cultural Leadership Alliance (ACLA), the University Hill Corporation and the East Genesee Regent Association. Syracuse Stage is a member of The League of Resident Theatres (LORT), the largest professional theatre association in the country.
Jan 1, 2025 -
$1,125.00 – $1,125.00 per week
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