Patron Services Associate

Posted by Cleveland Public Theatre ; Posted on 
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Patron Services Associate



Cleveland Public Theatre (CPT) is hiring a Patron Services Associate. This role reports to the Director of Patron Services in the Front of House (FOH) Department and will be a core part of the CPT staff and will make a meaningful contribution to life at CPT and its success. The deadline to apply is July 12th, 2019

Job Description

CPT is looking for an upbeat, charming, helpful person to engage with patrons & get them excited about their CPT experience. This role requires someone who is a fast learner, problem solver, team player, and has a great customer service and event planning mentality. The Patron Services Associate is responsible for managing and recording box office transactions, managing usher volunteers, and is a key player in all of CPT’s special events throughout the year.

This position must frequently exercise independent judgment, initiative and the ability to constantly re-prioritize competing responsibilities. It’s also important for the Patron Services Associate to enjoy change and to be able to adapt and be flexible in the moment. Tasks range from basic administrative tasks to managing box office to “on-your-feet” tasks like stocking bars.

Like all staff members, the role will actively contribute to the working environment and culture at CPT and the success of the organization. Work week is 50+ hours, with regular evenings and weekends required October through June, and occasionally between July and September. CPT seeks to fill the position by August 12th, 2019.



The ideal candidate will be able to demonstrate the following:


  • Exceptional conversational skills, verbal expression and warm attitude
  • Experience with ticketing software or use of customer relation management (CRM) databases & working knowledge of Microsoft Office
  • Candidates fluent in Spanish and/or Arabic are especially desirable


  • Previous box office or customer service experience preferred
  • Cash handling and cash drawer reconciliation experience preferred
  • Bachelor’s degree in performing arts, humanities or related fields, or equivalent work experience

Qualities & Personality

  • Enjoys helping the general public in person, over the phone, & through e-mail
  • Enjoys event planning including: ordering catering, setting up for events, & planning and executing celebrations
  • Able to work efficiently and calmly in a fast paced environment
  • Ability to multi-function/prioritize and keep busy at all times
  • Energetic, enthusiastic and always willing


Overall Responsibilities

  • Provide the Best Possible Patron Experience
    • Make patrons feel welcome
    • Provide clear information about our performances, organization, neighborhood, & mission
    • Prevent and resolve customer disputes to mutual satisfaction
  • Manage and Record Box Office Activities and Transactions
    • Maintain regular public box office hours
    • Support in the management and data cleaning of CRM, Spektrix
    • Reconcile box office cash drawer & manage box office deposits
  • Manage Usher Volunteers for the Season
    • Create monthly usher opportunities e-mails
    • Schedule Ushers for the season
    • Track Usher Rewards
    • Plan an annual Usher Rewards Party at the end of season
  • Support Director of Patron Services with Bar, House Management, & other FOH Duties
    • Assist in cleaning and maintaining organized Bars, Fridges, Barrooms, House Management Rooms, and Event Services Room
    • Help maintain Bar and House Manager paperwork, including show notes & bar menus
    • Manage Patron Accessibility Needs
    • Attend Production Dress Rehearsals & Pre-Run FOH Production Meetings
    • Support the growth and development of the Front of House Department
  • Support general administrative functions including:
    • Intake, processing & distribution of mail
    • Logging & processing of incoming checks
    • Management of general reception voicemail box and box office e-mail
    • Entering and updating our Artist Memberships
    • Creating Ticket Donation Packets for other Non-Profits
    • Support in maintaining and cleaning of shared community spaces and staff tablecloths
  • Be an active member in the execution of CPT Special Events including:
    • Staff Birthday Celebrations
    • Board Meetings
      • Manage set-up and catering
    • Dark Room (monthly)
      • Manage set-up and strike
    • Station Hope (annually in May)
      • Support in catering, Front of House, & Volunteer Management
      • Have a night of assignment for the event (roles can vary)
    • Pandemonium (annually in September)
      • Support in Ticket Sales, Kitchen Set-up, and Bar Set-up for the event
      • Support in Parking & Celeb Chef Management
      • Have a night of assignment for the event (roles can vary) and assist with strike

TO APPLY: Interested candidates should send a two-page cover letter, resume and references to the attention of Jaclyn Vogel, Director of Patron Services at by July 12th, 2019. No phone calls, please.


Our Staff

Cleveland Public Theatre runs on inquisitive, ambitious, and energetic staff. This team places high value on kindness, grace-under-pressure, and a commitment to working in a fast-paced environment. CPT’s professional artistic work has a bold and innovative aesthetic. We are invested in issues of social justice and equity related to race, gender, and sexual orientation, to name a few. Our education programs are integral to what we do and are focused on engaging underserved communities. CPT values diversity on-stage, backstage, and on staff.

Our Mission

Cleveland Public Theatre’s (CPT) mission is to raise consciousness and nurture compassion through groundbreaking performances and life-changing education programs. CPT implements this mission through its annual theatrical season, featuring between 8-10 adventurous professional productions, a robust series of play development programs that support writers and devisers at multiple points in the creative process, and a bold educational program that engages disadvantaged youth and adults in creating their own plays and sharing them with the community. CPT is a nationally recognized center for contemporary performance and new plays with an annual budget of $2.5 million and a full-time staff of twenty-two.