Guest Services Manager

POSITION: Guest Services Manager
DEPARTMENT: Marketing 
CLASSIFICATION: Full-time / Salaried / Exempt
SUPERVISOR: Director of Audience Experience

OVERVIEW
Founded in 1947 by Nina Vance, the Alley Theatre is a pioneer of regional theatre, and one of the leading nonprofit theatre companies in the United States. The Alley has been awarded the prestigious Regional Theatre Tony Award® and the Texas Medal of Arts Award. The Alley has transferred productions to Broadway, Off-Broadway, major European Festivals, and to 40 American cities. Unique among regional theatres, the Alley is committed to maintaining a Resident Acting Company and providing them with work year-round. Nationally recognized directors, actors, playwrights, and designers from across the country have regularly joined the Resident Acting Company.

Rob Melrose, Artistic Director at the Alley, took over as artistic leader of the organization in 2019. His vision for the future of the Alley is both thrilling and ambitious. His strategic goals include upholding the Alley’s artistic excellence, keeping longtime Alley Theatre devotees eager to return each season, and creating productions and cultivating new audiences.

Rob Melrose and Managing Director Jennifer Bielstein along with Alley’s leadership team are committed to fostering an environment where everyone is encouraged to bring their authentic selves.

JOB STATEMENT
The Guest Services Manager oversees general ticketing operations along with all aspects of our subscriptions. This is to ensure seamless processes and coordination for the Guest Services team to provide exceptional patron service experiences with the goal of converting single ticket buyers to subscribers. They will also contribute to creating and enhancing methods of acquisition and retention to grow our subscriber base and ensure the most patron-centric journey for our subscribers.  

This position reports to the Director of Audience Experience and partners with the Audience Experience Manager. 

JOB DUTIES

• Lead the setup, maintenance, and accuracy of ticketed and non-ticketed events in Tessitura. 
• Oversee the creation and management of season packages and individual events, including seating inventory, holds, pricing structures, and ticket delivery methods. 
• Administer advanced Tessitura functions, including promo code creation, pricing updates, and TNEW interface management, while ensuring data accuracy and system integrity.
• Manage season-long inventory and ticketing strategy in coordination with organizational leadership to support revenue goals and audience development objectives.
• Oversee complimentary ticketing processes, including in-kind donations, comps, gift passes, and strategic papering initiatives.
• Maintain clear and responsive communication with internal stakeholders and patrons regarding ticketing activity, needs, and issue resolution.
• Represent Ticketing at Opening Night events and provide operational support for patron check-in and ticketing needs. 
• Prepare and distribute reporting on promotions, ticketing activity, patron trends, and related performance metrics. 
• Review marketing materials for ticketing accuracy and consistency. 
• Initiate and coordinate NCOA updates in Tessitura in partnership with IT. 
• Support Guest Services operations as needed to ensure a high standard of patron care. 
• Identify and recommend procedural improvements to strengthen operational efficiency and service delivery.
• Work with the Audience Experience Manager to develop a defined and consistent customer service strategy for the Box Office. 
• Other duties to evolve the position

SUPERVISORY RESPONSIBILITIES

• Assist as shift supervisor to guest services staff in the absence of Audience Experience Manager.
• Assist with the hiring and training of applicable new team members.  
• Motivating and coaching employees to improve performance, provide feedback and training opportunities.  
• Ensuring staff members follow company policies and procedures. 

REQUIREMENTS (SKILLS and KNOWLEDGE)

• Organization, analytical, decisive, detail-oriented, adaptive, service-oriented 
• Experience with ticketing system event builds and maintenance (Tessitura preferred)
• Ability to work in a fast-paced, energized, and quickly changing environment. 
• A proactive approach to problem-solving with strong decision-making skills. 
• Detail-oriented, able to prioritize efficiently and multi-task. 
• Ability to be self-directed and take initiative. 
• Ability to maintain confidential information. 
• Excellent verbal and written communication skills.  
• Exhibit a positive attitude with good communication and interpersonal skills.  
• Communication, planning, accuracy, efficiency, patron-centric customer service, creativity 
• College degree preferred. 

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

• Prolonged periods of sitting at a desk and working on a computer.  
• Ability to lift and move 25 lbs. 
• Must be comfortable working in a fast-paced environment where directions and priorities can change rapidly. 
• Typical hours are during the day, but the position requires flexibility to be available for weekend, holidays and evening work hours as needed.  

BENEFITS & PERKS

• Medical, dental and vision insurance
• Paid vacation, floating holiday and sick time
• 401(k) with matching, FSA, HRA (Alley paid deductible)
• Free and discounted tickets to Alley Theatre performances
• Discounted Parking ($4 Bi-weekly)
• Discounted gym membership
• Employee wellness program & Employee Assistance Program (EAP)
• Houston, TX is one of the most affordable cities in the nation with no state or city income tax.

Salary : $4