Patron Services Manager

Orlando Family Stage, one of Central Florida’s oldest arts groups, is the State of Florida’s only professional Theatre for Young Audiences (TYA), and the eighth iteration of a company founded in 1926. Each year, we reach over 100,000 individuals in our three-theatre facility and in the community through our season of professional productions, a Youth Academy of camps and classes, and innovative educational and community engagement programming. We work closely with the University of Central Florida in many different capacities – most notably, hosting the Master of Fine Arts program in Theatre for Young Audiences. Our mission is to empower young people to be brave and empathetic by creating quality theatrical experiences. We believe the work of theatre is fostering empathy and sharing stories representing many voices. We continuously strive to build and maintain a team that reflects and represents the diverse community we serve.

Job Summary:
The Patron Services Manager (full-time, year-round) ensures the highest level of patron satisfaction by managing all aspects of the Box Office of Orlando Family Stage. This role requires exceptional customer service, operational excellence, and a visible commitment to inclusion. Bilingual English-Spanish skills are highly valued, reflecting our diverse patron community. The Patron Services Manager oversees ticket and membership sales, collaborates with staff across departments, and actively builds loyalty through personal engagement, innovative practices, and a welcoming environment for all. The Patron Services Manager reports directly to the Director of Patron Engagement.

Individual Duties and Responsibilities:
Manage the Box Office daily operation:
• Sell single tickets, special event admissions, and process donations for all Orlando Family Stage events
• Process Group Sale and Field Trip reservations and payments
• Build patron loyalty by providing excellent customer service
• Ensure accurate financials by overseeing and reporting daily transactions and deposits
• Consistently review all Box Office daily procedures
• Maintain ticketing database and stay current with new functions and procedures
• Train all box office personnel

Manage current and future Members:
• Encourage deeper engagement by building strong relationships with Members and loyal patrons
• Encourage and process donations during ticket purchases
• Assist in developing new Membership programs and benefits
• Be an active participant in each patron’s experience

Manage Box Office administration:
• Work closely with the Front of House Manager to maintain the appropriate amount and correct denominations of petty cash to be used for ticket, merchandise, and concession sales
• Manage cash handling procedures for on-site ticket sales by supervising Box Office cash drawer set up, cash out, and end of day sales reporting procedures
• Facilitate secondary review of end of day sales deposit reports to be provided to the Accounting Manager by confirming accuracy and resolving and reporting any discrepancies
• Maintain accurate record keeping of cash handling procedures in compliance with Orlando Family Stage revenue management standards
• Oversee all complimentary ticket requests for non-profits, schools, and community partners
• Collaborate with all departments to manage the box office operation for all Orlando Family Stage events
• Direct reports include Part-time and Seasonal Box Office Staff
• Additional duties and special projects as assigned

Operations Team Duties and Responsibilities:
• Process ticket sales, purchases, donations, and rental payments as needed
• Serve as the first point of contact for inbound calls and onsite visitors to Orlando Family Stage
• Provide concierge level service to all visitors
• Ensure the highest quality of phone etiquette and customer service for all patrons and volunteers
• Keep the lobbies and Front of House areas clean and presentable
• Support Director of Patron Engagement and Sr Director of Operations with maintaining the ticketing system including event creation and various event settings and updates
• Manage mail, packages, and other front of house administration as needed
• Maintain confidentiality on all aspects related to the organization
• Work night and weekend hours as required by Orlando Family Stage programming

Desired Qualifications:
• Demonstrated previous experience in performing arts administration or front of house operations
• Strong understanding of box office and ticketing procedures
• Demonstrated ability to responsibly and accurately handle cash and other financial transactions
• Excellent interpersonal skills and strong customer service experience
• Represent an example of honesty and integrity
• Ability to work in a fast-paced environment while maintaining strict attention to detail
• Strong written and verbal communications
• Bilingual (English/Spanish) highly preferred

Compensation and Benefits:
At Orlando Family Stage, we work hard to provide competitive compensation and benefits to our employees. Our salaries are enhanced with valuable benefits, including health insurance, retirement plan with matching, and paid time off.
• Starting Salary for this position: (Tier 4 – Manager) $40,000 annually or $19.23 per hour
• Health Insurance Package
• Paid Vacation and Sick Time Off
• 401k Retirement plan – Orlando Family Stage matches up to 3.5%
• Optional Short-term Disability, Vision, Dental plans

To apply, please send your cover letter and resume by email to employment@orlandofamilystage.com with the subject line: Patron Services Manager Application 2025 by September 24, 2025.

Orlando Family Stage is an equal opportunity employer and as such, we consider individuals for employment according to their abilities and performance. Employment decisions are made without regard to race, age, religion, color, gender, sexual orientation, national origin, physical or mental disability, marital or veteran status, or any other classification protected by law.