Job Details

Theater Facilities and Operations/Audience Services Manager

Position Number: 6971432
Location: West Hartford, CT
Position Type: Fine and Applied Arts - Theatre and Dance

University of Hartford

Theater Facilities and Operations/Audience Services Manager

FLSA Classification
NE

Reports to
Director of Hartt Finance, Operations, and Administration

Salary Range
G1

Weeks Per Year
52

Work Week
40 hours (minimum)

Position Summary
Assumes responsibility for supporting The Hartt School and University-wide performing arts events by overseeing box office operations, audience services, theater space scheduling, and patron communications in addition to supporting the Director of Hartt Theater Operations. Manages a large team of part-time and student employees and ensures that all front-of-house, ticketing, and scheduling processes operate efficiently, professionally, and in alignment with University policies. Serves as a key liaison among academic departments, production teams, administrative offices, and patrons, ensuring a positive and accessible experience for all visitors to University performance venues. Performs all duties in full support of the University's mission, understanding that the positive and effective execution of these duties are instrumental to the education of the University's students.

Hiring Range
Budgeted hourly rate is $20 to $26.25 per hour, based on experience

Key Responsibilities

Oversees audience services for multiple simultaneous theatre and performance events across University venues.
Recruits, hires, trains, schedules, and supervises more than 30 part-time and student staff, ensuring adequate staffing for all events. Ensures compliance with University and federal guidelines for student employment, including Electronic Personnel Action Form (EPAF) processing, time reporting, and payroll documentation.
Establishes and reinforces high standards of customer service for all front-of-house operations. Serves as House Manager for high profile events, e.g., Chamber Music Series and the Hartt Community Division's Nutcracker and as needed, providing leadership in patron support, audience flow, and lobby and theater readiness.
Oversees the operation and maintenance of the computerized online ticketing system. Manages box office procedures, including reconciling monthly credit card settlement reports. Prepares sales, audit, and reconciliation reports to support financial integrity and compliance. Ensures accurate ticket configuration, pricing, seating maps, and event builds within the ticketing platform. Collaborates with internal departments to resolve discrepancies and meet all fiscal deadlines.
Manages the scheduling of all theater spaces using 25Live or comparable, University-approved scheduling software. Coordinates closely with the Director of Theater Operations & Production to balance academic, production, rehearsal, and event needs. Verifies room reservations, equipment needs, and event details to ensure accuracy and avoid conflicts.
Maintains accurate performance listings and updates all online calendars and event pages. Ensures all performance information is communicated clearly and consistently to internal and external audiences. Manages patron database systems and ensures accuracy of customer records. Generates lists, reports, labels, and data extracts for marketing, fundraising, and operational use.
Responsible for overseeing the creation and printing of all production programs.
Ensures front-of-house and audience service practices align with Americans with Disability Act (ADA) accessibility requirements, including accessible seating and accommodations. Trains staff on emergency procedures and ensures compliance with University safety and evacuation protocols. Monitors and oversees maintenance of front-of-house equipment inventory, including ticket scanners, computers, and communications devices.
Works collaboratively with production, marketing, academic, and administrative teams to ensure accurate event information and smooth event execution. Assists in event setup, front-of-house preparation, and operational logistics as needed. Develops and updates audience services manuals, policies, and staff training materials.
Performs other related duties as assigned to support theater operations and patron experience.

Posting Number
PS1179P

Working Conditions
Normal office situation.

Education
Bachelors Degree required.

Physical Effort
Typically sitting at a desk or table.Intermittently sitting, standing, stooping. Moderate lifting or carrying 26 - 50 lbs.

Special Skills
The ability to work effectively with diverse groups.

Desired Start Date

Position End Date (if temporary)

Close Date
1/28/2027

Open Until Filled
Yes

Special Instructions Summary

For full application instructions and position description, visit: https://hartford.peopleadmin.com/postings/7656