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Assistant Director for Patron Services

Requisition Number:

39218

Location:

Boulder, Colorado

Employment Type:

University Staff

Schedule:

Full-Time

Date Posted:

12-May-2022

Job Summary

Macky Auditorium Concert Hall, situated on the beautiful CU Boulder campus, encourages applications for our Assistant Director for Patron Services (ADPS)! This position supervises the operations of all front of house and patron-related functions for events and activities at Macky Auditorium, and acts as liaison between providers, clients and front of house related contracted services, and Macky. 

The ADPS works under the general supervision of the Director and in collaboration with peer Assistant Directors (Production and Administration) to ensure the successful execution of all events. This position ensures the consistent delivery of outstanding customer service through direct contact with partners and patrons, and by way of an outstanding support staff. 
In close coordination with the Director of Macky and University safety leadership, the ADPS is responsible for strategizing, documenting and implementing a current and workable Emergency Action Plan for the building and occupants; is responsible for the training of front of house staff for emergency response protocols, and for first aid training. The position also coordinates with the University ADA Office to ensure that the facility, programming and services are compliant with current federal, state, and local regulations. 

The ADPS coordinates the use of common spaces in the venue with Macky partners, occupants, and designated University staff, assists the Director in building proctor duties, and coordinates additional patron services as needed, such as ticketing, concessions, safety, security, and parking. 
The ADPS supervises the scheduling and training of part-time staff, student workers, ushers, and contractors. This includes maintaining an active pool of available and well-trained student ushers, conducting regular training sessions, and assigning specific duties and key positions as needed.
The position is responsible for event related documentation, including event reports, incident reporting, ticketing reports, etc. The ADPS handles some departmental administrative duties to include: supervising front of house budgets and working to ensure that all expenditures fall within expectations and maximize a positive net outcome. The ADPS monitors load and nature of work, staff and equipment resources and makes decisions on allocations in order to meet current and future needs. 

The University of Colorado Boulder is committed to building a culturally diverse community of faculty, staff, and students dedicated to contributing to an inclusive campus environment. We are an Equal Opportunity employer, including veterans and individuals with disabilities.

Who We Are

Macky Auditorium Concert Hall is a multi-disciplinary venue and an auxiliary unit of the University of Colorado's College of Music. It serves the campus and the region by entertaining, educating and exciting audiences with high quality local, national and international performances and events. A wide range of performers and speakers have graced our stage throughout the years, such as Eleanor Roosevelt, the Dalai Lama, Yo-Yo Ma, Jane Goodall, Robin Williams, Conan O’Brien, Bill Maher, Eddie Izzard, Alley II, Neil deGrasse Tyson, Sam Harris, Pilobolus, and Bill Nye, just to name a few. Within its walls, Macky Auditorium also houses the College of Music’s Jazz and Choral Studies Departments, the American Music Research Center, the Center of the American West and the Center for Humanities and the Arts.

What Your Key Responsibilities Will Be

Front of House Staff Supervision:
  • Strategically and effectively maintains a staff pool and develops working relationships with FOH partners. Coordinates related schedules: 
    • Front of House Core (House Managers, Assistants, Head Ushers and Ushers)
    • Emergency Medical Technicians
    • Housing & Dining Services (Concessions)
    • Security (CU Police, Security contractors)
    • Parking Services
    • AFROTC (post-event custodial services)
    • Facilities Management (General building maintenance, extra custodial services, proctoring)
    • Student workers (Office work, ticket sales, merchandise sales, etc.)
    • EMS (Campus scheduling system)
  • Supervises and supports training as appropriate for FOH staff and maintains updated training tools (manuals, videos, FAQs).
Supervise coordination of FOH Adjacent Events with clients, partners and providers:
  • Adjacent events occur around main events and usually happen within the venue but outside the hall, such as receptions, meet & greets, gallery events, book/CD signings, etc.
  • Timely secures alcohol permits and follows related protocols as regulated by the University.
  • Serves as on-site designee on behalf of Macky at select events with alcohol.
  • Stays current on state, local and university regulations regarding alcohol.
  • Works with Macky Director on procurement and safe storage of alcohol.
Ticketing Services Management:
  • Works with Macky Director in launching ticketing services operations for events produced by clients and partners.
  • Expectation is for this area to evolve into a subunit that contributes positively to the overall patron experience, generates useful data and revenue.
Manage FOH resources:
  • Supervises FOH equipment inventories (radios, ticketing infrastructure, stanchions, tables, chairs, cleaning equipment and supplies, etc.).
  • Supervises beer and wine inventories.
  • Develops with Macky Director and House Manager(s) and supervises accuracy and timeliness of FOH manuals (Emergency Action Plan, usher, ticket sales, merchandise sales, etc.).
  • Manages procurement for FOH needs.
Administration:
  • Maintains Departmental records of TIPS accreditation, event reports, and equipment maintenance cycles.
  • Participates in departmental staff meetings and production planning meetings.
  • Engages broadly in College of Music/University processes, committees, and initiatives.
  • Builds professional relationships with staff across the College of Music/University, clients, and colleagues across the industry to enhance the production quality of Macky.

What You Should Know

All University of Colorado Boulder employees are required to comply with the campus COVID-19 vaccine requirement. New employees must provide proof of vaccination or receive a medical or religious exemption within 30 days of employment.

The position will be mostly in-person with some flexibility for remote work. Must be able to work varying hours required for event and production, coordinate multiple and interdependent schedules for spaces, staff and resources. 

What We Can Offer

The salary for this position is $53,000.00 annually. Limited relocation assistance available.

Benefits

The University of Colorado offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder.

Be Statements

Be creative. Be inspired. Be Boulder.

What We Require

  • Bachelor’s Degree in Arts Administration, Non-Profit Administration, Fine Arts, or related field. Equivalent combination of education and experience may substitute.
  • Three (3) + years of professional, job-related experience working in customer service and/or hospitality in a performing arts venue or theater in the Patron Services and/or Administration.
  • Experience supervising volunteers, paid staff and/or students.

What You Will Need

  • Knowledge or ability to learn state and local alcohol regulations.
  • Excellent interpersonal skills, team development and flexibility in problem solving.
  • Ability to maintain accurate and timely records.
  • Adaptability to evolving work environment.
  • Ability to establish and maintain effective working relationships and provide high-quality customer service with faculty, staff, artists, visiting production crews and the general public.
  • Experience creating written communications.
  • Digital literacy with Office 365, Microsoft Office product suite, and Google apps.

What We Would Like You To Have

  • Four (4) years of experience in performing arts administration in a historical venue, live entertainment, higher education or city-owned venue environments.
  • Four (4) years of experience in event marketing, public relations or related field.
  • One (1) year of experience working with event production software such as Ungerboeck and/or VenueOps.
  • One (1) year of experience working with ticketing software such as AudienceView or Tessitura.

Special Instructions

First consideration date is May 26, 2022. The position will remain open until filled. 

To apply, please submit the following materials: 
  1. A current resume. 
  2. A cover letter that specifically tells us how your background and experience align with the requirements, qualifications, and responsibilities of the position. 
  3. Please upload a short statement (no more than 1 paragraph; PDF format preferred) that addresses the following statement: "Macky Auditorium recognizes that our mission is strengthened by contributions from varied perspectives. Describe what your commitment to diversity, equity, and inclusion looks like through your work."
We may request references at a later time.

Note: Application materials will not be accepted via email. For consideration, please apply through CU Boulder Jobs.

Posting Contact Information

Posting Contact Name: Boulder Campus Human Resources

Posting Contact Email: recruiting@colorado.edu