Patron Experience Manager

Orlando Shakes in partnership with UCF

Job Title: Patron Experience Manager

Location: Orlando, FL

Reports To: Executive Director

Supervises: Volunteer Staff, Gift Shop Manager, House Management Staff, Bartenders

Status: Full-Time, Evenings and Weekends Required

Salary: Range starting at $36,000/year. Pay is commensurate with experience.

Overview:Orlando Shakespeare Theater, Inc. (Orlando Shakes in partnership with UCF) is seeking a proactive, customer-focused Patron Experience Manager to oversee front-of-house operations and ensure a welcoming, safe, and seamless experience for our guests. This role requires a blend of people management, logistics coordination, and exceptional customer service skills.

Key Responsibilities

Patron Services & Front-of-House Operations

• Oversee and manage all front-of-house operations for OST performances and events
• Serve as the main point of contact for resolving escalated customer service issues
• Ensure a safe, clean, and efficient environment for all patrons and staff
• Coordinate with Stage Management, Box Office, and other departments during performances
• Follow up with patrons based on post-show survey feedback
  
  

Staff & Volunteer Management

• Recruit, schedule, train, and supervise 300 front-of-house volunteers
• Conduct orientations and refresher trainings for volunteers as required
• Hire and train bartenders and house management staff in coordination with leadership
• Monitor and approve timesheets for volunteers and part time bartenders
• Maintain regular communication with the Box Office, Audience Engagement, Marketing, and Development teams
• Coordinate with external volunteer group leaders (Universal Orlando, Volunteer UCF, etc) to foster community partnerships
• Foster a welcoming and collaborative team culture
• Plan and execute volunteer celebration events (Holiday Party, Annual Appreciation Event, etc.)
  
  

Inventory, Budget & Administrative Tasks

• Track and report on FOH expenses to align with financial goals
• Ensure posted required permits and licenses are current and compliant
• Facilitate annual inspections of food & beverage areas
• Generate requested reports and communicate key updates to leadership
• Schedule and manage valet services in collaboration with third-party providers
• Maintain per show performance reports, incident logs, and FOH shift summaries
  
  

Event Support

• Partner with Development to support major events, including the Annual Gala and Fall Fundraiser
• Partner with Audience Development to support Orlando Shakes sponsored events, including Pre-Talks, Chat Backs, Affinity Nights, Opening Night Parties, rentals, and community events as needed
  
  

Required Skills And Qualifications

• Minimum 2 years of experience in front-of-house, customer service, or event management (theater or live entertainment preferred)
• Strong leadership, problem-solving, and organizational skills
• Available to work nights and weekends, as needed per performance schedule
• Comfortable using CRM platforms (Spektrix) and Volunteer Management Software (Volgistics), and Google Office Suite preferred, but not required
• Excellent written and verbal communication skills
• Ability to remain calm and effective in emergencies
• Ability to lift up to 30 lbs and remain on your feet for extended periods
• Positive attitude and a professional appearance
  
  

General Performance Schedule*:

Signature Series Performances

• Wednesday: 2:00 PM & 7:30 PM
• Thursday–Saturday: 7:30 PM
• Saturday Matinee: 2:00 PM
• Sunday: 2:00 PM
• Student Matinees: T/W/Th/F at 10:30 AM
  
  

Concert Series Performances

• Friday–Saturday: 8:00 PM
• Sunday: 3:00 PM
  
  

Children’s Series

• Student Matinees: T/Th/F at 10:15 AM & 12 PM; W at 10:30 AM
• Alternating Saturdays/Sundays - 10:30am & 1:30pm
  
  

If you're passionate about live theater, dedicated to delivering outstanding customer service, and excited to lead a dynamic front-of-house team, we invite you to apply!

Orlando Shakespeare Theater is an equal opportunity employer committed to diversity and inclusion in the workplace.