Patron Services Assistant (Part-time)

POSITION: Patron Services Assistant (Part-time)

DEPARTMENT: Playhouse

REPORTS TO: Box Office Manager

PRIMARY FUNCTION:
The Patron Services Assistant is a part-time, hands-on customer service position supporting the patron experience at the Pittsburgh Playhouse at Point Park University. With a primary focus on Front of House operations, this position helps create a welcoming, professional, accessible, and efficient experience for patrons before, during, and after performances, events, and rentals.

The Assistant supports ticket sales and exchanges, patron inquiries, will-call and ticket scanning, lobby and seating operations, accessibility needs, and general event readiness. Assignments may shift between Box Office and Front of House responsibilities based on the performance schedule and operational needs.

Reporting to the Box Office Manager and working in close coordination with the Patron Services Manager, this position serves as the designated Front of House lead when the Patron Services Manager is unavailable. When performances or events are taking place in multiple venues, the Assistant may also be assigned to lead Front of House operations in a designated space to ensure each venue has appropriate patron service coverage.

The ideal candidate is dependable, detail-oriented, comfortable working with the public, and able to remain calm and courteous in a fast-paced live entertainment environment. This individual works collaboratively with patrons, students, faculty, staff, volunteers, artists, and community partners and follows all Pittsburgh Playhouse and Point Park University customer service, safety, accessibility, cash-handling, and confidentiality procedures.

This position is scheduled for no more than 25 hours per week. Daytime, evening, weekend, and occasional holiday availability is required based on Box Office hours, performances, events, and operational schedules.

QUALIFICATIONS:

• Bachelor's degree in a relevant field, or equivalent professional experience in theatre, hospitality, customer service, sales, or event operations, required.
• Previous customer service, box office, retail, hospitality, or live event experience preferred.
• Strong verbal and written communication skills and the ability to assist patrons professionally by phone, email, and in person.
• Ability to provide welcoming and respectful service to diverse audiences, including students, families, seniors, donors, community groups, and guests with accessibility needs.
• Comfort handling cash and credit card transactions accurately and following established reconciliation procedures.
• Basic computer proficiency; experience with ticketing or customer relationship management systems preferred. Tessitura experience is a plus.
• Strong attention to detail, reliability, punctuality, and ability to follow established procedures and directions.
• Ability to work independently and collaboratively, manage multiple priorities, and remain calm and professional when resolving routine patron concerns.
• Ability to recognize issues that require manager involvement and escalate them promptly.
• Ability to assume designated Front of House lead responsibilities, provide clear direction to student and volunteer ushers, and coordinate patron-facing operations when assigned.
• Evening, weekend, daytime, and occasional holiday availability based on performance and operational schedules.
• Ability to work a flexible schedule of no more than 25 hours per week.
• Passion for live entertainment, audience engagement, and exceptional customer service.

DUTIES AND RESPONSIBILITIES:

1. Front of House Performance & Event Operations (50%)

• Support Front of House operations before, during, and after performances, events, rentals, and audience engagement activities.
• Prepare lobbies and public spaces by setting out programs, signage, stanchions, accessibility equipment, ticket-scanning devices, and other event materials.
• Welcome and direct patrons; scan tickets; and assist with seating, late seating, wayfinding, and routine questions.
• Monitor lobbies, seating areas, and other patron-facing spaces and promptly communicate seating, facility, safety, or service concerns to the appropriate manager.
• Assist with merchandise, receptions, talkbacks, and other patron-facing activities as assigned.
• Help return public spaces and event materials to an organized, guest-ready condition following each event.

2. Front of House Lead Coverage & Staff Coordination (20%)

• Serve as the designated Front of House lead when the Patron Services Manager is unavailable, ensuring patron-facing operations, staff coverage, venue readiness, and event procedures are carried out consistently.
• Lead Front of House operations in an assigned venue when simultaneous performances or events require patron service coverage across multiple spaces.
• Provide clear direction to student and volunteer ushers and reinforce established patron service, accessibility, safety, and emergency procedures.
• Coordinate event timing and patron-facing needs with Box Office, Production, Facilities, and other university partners.
• Follow established emergency, evacuation, accessibility, and incident-response procedures and coordinate with the appropriate on-site manager when an issue requires escalation.
• Complete event notes, incident documentation, and other Front of House reports as requested.

3. Patron Experience, Accessibility & Audience Engagement (10%)

• Provide welcoming and respectful service to all patrons and assist guests with accessibility, seating, and other individual needs.
• Respond to routine patron concerns professionally and refer complaints, policy exceptions, or service recovery needs to the appropriate manager.
• Support lobby activations, group visits, donor functions, community activities, rentals, and university events as assigned.
• Help communicate patron feedback and recurring audience needs to the Patron Services Manager and Box Office Manager.

4. Box Office & Ticketing Support (20%)

• Provide courteous patron support by phone, email, and in person, including answering questions about performances, tickets, Playhouse Passes, venue access, parking, and patron policies.
• Process ticket orders, exchanges, discounts, and other transactions accurately within established policies and approval levels.
• Handle cash and credit card payments, issue receipts, and complete assigned transaction and reconciliation procedures.
• Prepare and distribute will-call tickets, reprints, guest lists, and other performance materials.
• Maintain accurate patron records and protect confidential payment and customer information.
• Assist with ticketing inventory, event setup, on-sale monitoring, reports, and other Tessitura functions as trained and assigned.
• Refer ticketing exceptions, complaints, or policy questions to the Box Office Manager.
• Support group sales, outbound patron communication, audience retention, and other customer service initiatives as assigned.
• Attend required meetings, trainings, and emergency procedure reviews.
• Perform additional duties as assigned in support of Pittsburgh Playhouse and University operations.

WORKING ENVIRONMENT

• Regular work in office, Box Office, theater, lobby, classroom, and event environments within a university setting.
• Frequent interaction with patrons, students, faculty, staff, volunteers, artists, donors, and community partners.
• Fast-paced, high-volume environment with frequent interruptions and changing event needs.
• Frequent evening and weekend work, daytime hours, and occasional holiday work based on performance and operational schedules.
• Occasional work in crowded, noisy, dimly lit, or outdoor event areas.

PHYSICAL DEMANDS

• Frequent standing, walking, and movement throughout theaters, lobbies, seating areas, offices, and event spaces.
• Ability to navigate stairs, theater seating, crowded public areas, and occasionally dimly lit spaces.
• Frequent computer use and ability to operate ticketing, payment, telephone, and scanning equipment.
• Ability to communicate verbally, hear patron and staff communication, and read information on printed and electronic materials.
• Occasional bending, reaching, stooping, kneeling, and lifting or moving materials weighing up to 15 pounds.
• Ability to work extended event shifts within the maximum weekly schedule of 25 hours.