Patron Experience Manager*
CurrentResponsible for creating and sustaining a culture that affirms equity, diversity and inclusion within the department, our patrons, and constituentsEnsures a quality theatrical experience by providing a high level of customer service care to patrons of the DCPAPosition is responsible for the recruitment, hiring and training of all front of house staff and volunteers to ensure they are meeting customer service expectations, are knowledgeable about the DCPA and the complex, and providing an excellent patron experienceThe Theatre Services Manager is accountable for resolving on site patron complaints.Ensures all front of house spaces and the theatres are ready for each performance and resolves any noise or temperature problems during a performance. The Theatre Services Manager is a member of the Crisis Management Team and is the first contact in case of emergency situations in the front of house in all theatres on the Bonfils Complex and Garner Galleria Theatre and is responsible for enforcing safety regulations and communicating with first response personnel and DCPA departments as outlined in the Crisis Communications plan.Accountable for scheduling all front of house staff and volunteers as well as security needs and onsite first responders. Communicates and coordinates any front of house needs and issues with the appropriate DCPA department.Understands and aids in compliance with Federal regulations under the Americans with Disabilities Act and Section 504 of the Rehabilitation Act and is a DCPA resource for any ADA questions. Work with Ticketing Services to monitor and incorporate current ADA guidelines in ticketing and night of show.Responsible for performance ADA services (includes but not limited to: American Sign Language, Open/Closed Captaining and Audio Description) for all productions. Oversees and schedules staff providing these services.Assists with the implementation of Theatre Company’s Personal Captioning service.
