Guest Services Manager
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Opera Philadelphia is seeking a Guest Services Manager who will be responsible for ensuring the efficient daily operation of the Guest Services Department. This includes acting as shift supervisor, managing department workflow, and creating department processes and procedures. They must provide leadership and guidance to Guest Services Associates. In addition, they are responsible for all Opera Philadelphia artistic, press, and industry ticketing operations.
Type of Employment: Full-Time, Exempt
Reports to: Director of Guest Services
Department: Marketing & Communications
•Provide concierge-style customer service for all Opera Philadelphia guests
•Serve as a front-line team member by facilitating orders and inquiries via multiple channels
•Responsible for creating and administering the complimentary ticket program, including artistic, press and industry needs
•Work with internal partners on the creation and maintenance of reports using Power BI.
•Assist in the creation and recording of Guest Services departmental procedures and standards
•Act as a shift supervisor and mentor for Guest Services Associates
•Provide and create analysis for Guest Services budget tracking
•Act as a liaison between various internal and external constituents and the Opera Philadelphia box office
•Participate in targeted outbound sales efforts and provide analysis
•Field customer service issues, record patron feedback and preferences, and identify prospects for further cultivation
•Serve as an Opera Philadelphia representative at performances and events
•Assist with mailings, patron correspondence, and data entry projects
•Participate in ongoing consumer research and analyze data collected
•Related duties as assigned
Education and Experience
•High school diploma or equivalent required. Associate degree preferred
•3+ years of customer service in sales, ticketing services, or hospitality
•Experience directly managing staff
Knowledge, Skills, and Abilities
•Possess expert product knowledge and enthusiasm for opera
•Outstanding customer service skills
•Visible leadership skills
•Ability to communicate priorities as part of a close team
•Excellent verbal and written communication skills
•Ability to interact with people from diverse backgrounds
•Meticulous attention to detail and strong organizational skills
•Working knowledge of Microsoft Office/Outlook/Excel/Power BI
•Knowledge of DAX, M (Power Query), a plus
•Familiarity with ticketing software, preferably Tessitura, a plus
•Ability to successfully thrive under pressure and navigate competing priorities on tight deadlines
•Good work ethic, high standards, and the ability to work in a team environment
•Must exercise good judgment, show initiative, and handle sensitive data in a trustworthy manner
•Discretion, maturity, and composure, especially under pressure
•Ability to work flexible days and hours to provide proper coverage. Occasional weekend and evening work required
An equal opportunity employer, Opera Philadelphia is committed to fostering an environment in which employees from a variety of backgrounds, cultures, and personal experiences are welcomed and can thrive.
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