Guest Services Manager

Opera Philadelphia is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of anti-racism and to providing employees with a work environment free of discrimination and harassment. All hiring decisions are based on business needs, job requirements and individual qualifications. We do not discriminate in our process based on race, color, religion or belief, age, gender identity, sexual orientation, disability, or family status. Opera Philadelphia strongly encourages individuals from historically marginalized communities to apply.

Type of

Employment: Salary

FLSA Status: Exempt

Reports to: Director of Guest Services

Compensation : $ 50 ,000 - $60,000

Department: Guest Services

Important Dept

Relationships: Marketing; Philanthropy

Central Role: The Guest Services Manager is responsible for ensuring the efficient daily operation of the Guest Services Department. This includes acting as shift supervisor, managing department workflow, and creating department processes and procedures . They must provide leadership and guidance to Guest Services Associates. In addition, they are responsible for all Opera Philadelphia artistic, press, and industry ticketing operations. They will possess expert knowledge of Opera Philadelphia performances, events, and streaming programs, and will go above and beyond to ensure an extraordinary, concierge-style customer experience. They will possess knowledge of data reporting and are responsible for designing reports using Tessitura Analytics to assist in analyzing audience and sales data.

Responsibilities:

Provide concierge-style customer service for all Opera Philadelphia guests

Serve as a front-line team member by facilitating orders and inquiries via multiple channels (inbound phone, chat, email, mail, fax, and in person)

Process subscription/package sales, ticket orders, exchanges, ticket donations, and contributions; ensure accuracy for financial accountability and reporting

Possess expert product knowledge and enthusiasm for opera

Responsible for creating and administering the complimentary ticket program, including artistic, press and industry needs

Make product recommendations and actively upsell ticket packages, engagement events, and memberships to build patron affinity

Work with internal partners on the creation and maintenance of reports using Tessitura Analytics.

Responsible for coordinating ticketing special offers and discount setup internally, and with third-party vendors

Assist in the creation and recording of Guest Services departmental procedures and standards

Assist in the creation and management of performances using established standards

Create monthly schedule for Guest Services Associates

Act as a shift supervisor for Guest Services Associates

Provide and create analysis for Guest Services budget tracking

Mentor Guest Services Associates

Serve as training supervisor for new Guest Services staff; schedule and facilitate refresher trainings for all ticketing areas.

Manage departmental hold codes and provide analysis and recommendations to management when needed

Act as a liaison between various internal and external constituents and the Opera Philadelphia box office to process orders and ensure accurate distribution in various performance venues

Oversee Opera Philadelphia’s Group Sale Program

Monitor designated email inboxes and delegate appropriate inquiries to Guest Services Associates

Participate in targeted outbound sales efforts and provide analysis

Field customer service issues, record patron feedback and preferences, and identify prospects for further cultivation

Perform quality assurance duties as requested by Director of Guest Services

Serve as an Opera Philadelphia representative at performances and events

Assist with mailings, patron correspondence, and data entry projects

Participate in ongoing consumer research and analyze data collected

Philanthropy Support

Support the VIP ticketing inventory and process:

Coordinate answering and service on the VIP Services phone line with the Philanthropy team

Confer with the Chief Philanthropy Officer and Associate Director of Individual Giving regarding development holds that are needed for the season, and when those holds should be released

Collaboration with Director of Events on distribution of printed tickets at pre-performance dinners & other events

Related duties as assigned

Qualifications:

High school diploma or equivalent required. Associate degree preferred

3+ years of customer service in sales, ticketing services, or hospitality

Experience directly managing staff

Possess expert product knowledge and enthusiasm for opera

Outstanding customer service skills

Visible leadership skills

Ability to communicate priorities as part of a close team

Excellent verbal and written communication skills

Ability to interact with people from diverse backgrounds

Meticulous attention to detail and strong organizational skills

Working knowledge of Microsoft Office/Outlook/Excel/Power BI

Knowledge of DAX, M (Power Query), a plus

Familiarity with ticketing software, preferably Tessitura, a plus

Ability to successfully thrive under pressure and navigate competing priorities on tight deadlines

Good work ethic, high standards, and the ability to work in a team environment

Must exercise good judgment, show initiative, and handle sensitive data in a trustworthy manner

Discretion, maturity, and composure, especially under pressure

Interest/knowledge in opera, music, or the performing arts

Ability to work flexible days and hours to provide proper coverage.

Occasional weekend and evening work required.