The full posting, as written
Opera Philadelphia is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of anti-racism and to providing employees with a work environment free of discrimination and harassment. All hiring decisions are based on business needs, job requirements and individual qualifications. We do not discriminate in our process based on race, color, religion or belief, age, gender identity, sexual orientation, disability, or family status. Opera Philadelphia strongly encourages individuals from historically marginalized communities to apply. Type of Employment:
Salary
FLSA Status: Exempt Reports to: Director of Guest Services Compensation : $ 50 ,000 - $60,000 Department: Guest Services Important Dept Relationships: Marketing; Philanthropy Central Role: The Guest Services Manager is 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.
They will possess expert knowledge of Opera Philadelphia performances, events, and streaming programs, and will go above and beyond to ensure an extraordinary, concierge-style customer experience. They will possess knowledge of data reporting and are responsible for designing reports using Tessitura Analytics to assist in analyzing audience and sales data.
Responsibilities
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 (inbound phone, chat, email, mail, fax, and in person) Process subscription/package sales, ticket orders, exchanges, ticket donations, and contributions; ensure accuracy for financial accountability and reporting Possess expert product knowledge and enthusiasm for opera Responsible for creating and administering the complimentary ticket program, including artistic, press and industry needs Make product recommendations and actively upsell ticket packages, engagement events, and memberships to build patron affinity Work with internal partners on the creation and maintenance of reports using Tessitura Analytics.
Responsible for coordinating ticketing special offers and discount setup internally, and with third-party vendors Assist in the creation and recording of Guest Services departmental procedures and standards Assist in the creation and management of performances using established standards Create monthly schedule for Guest Services Associates Act as a shift supervisor for Guest Services Associates Provide and create analysis for Guest Services budget tracking Mentor Guest Services Associates Serve as training supervisor for new Guest Services staff; schedule and facilitate refresher…