Patron Services Manager, Visitation and Museum Operations

The Patron Services Manager, Visitation and Museum Operations position is integral to ensuring the historic site visitation experience is welcoming, equitable, respectful, accessible and engaging for visitors. Along with the other Patron Services Manager and Associate Director, this position is responsible for the front-line operations of the visitor experience and manages the Patron Services Associates to ensure the highest level of customer service, safety and engagement. This role leads and facilitates front-of-house operations specific to the historic site and museum, demonstrating superior knowledge of the museum’s exhibitions, collections and themes and facilitating the professional development of the part-time associates in this area, with the direction and support of the Education department. As a customer-facing role, this position requires full-time presence onsite—including evening, weekend and holiday hours—to facilitate an exceptional guest experience; remote or hybrid work options are not available.

This individual is also responsible for developing and maintaining comprehensive understanding of visitor and theatre operations, using cross-functional knowledge to provide seamless coverage and operational support to ensure the continuity of daily operations and delivery of excellent customer service. Ford’s Theatre Society values and is committed to maintaining a diverse, inclusive, and equitable workforce and working environment. Ford’s is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, ethnicity, religion, national origin, sex, gender identity or expression, family status, sexual orientation, disability, age, neurodiversity, veteran status, or any other characteristic protected by law.

Principal Responsibilities

Daily Visitation and Museum Operations

• Working with the other Patron Services Manager, create and maintain a schedule for the department that ensures sufficient coverage during all public hours, including special events as needed, and proper staffing for the front-line operations of the site.
• Collaborate with the other Patron Services Manager to ensure that day-to-day operations of the site are consistently covered. This includes, but is not limited to, the following duties:
  • Cover callouts and PTO of staff and each other.
  • Collect and process lost and found items.
  • Respond quickly and appropriately to emergency situations on-site and keep management updated on action taken and resolution of issues.
  • Maintain an inclusive work environment that creates and supports an enthusiastic front-line staff and cultivates good working rapport with the full staff.
  • Facilitate the accurate completion and distribution of the site’s Daily Record.
• Ensure proper supervisory presence by working alongside staff on the floor, assisting in resolving patron issues and with general duties, as needed.
• Answer patron questions and promote deeper engagement with the site’s offerings.
• Work with the Education department and its Interpretive Programs Manager in the following areas:
  • Oversee day-to-day maintenance and upkeep—e.g., system reboots and bulb replacement—of the A/V exhibit elements in the Museum and Aftermath Exhibits and monitor the conditions of artifacts in the Aftermath Exhibits.
  • Develop, maintain and update instructive resources for front-line associates with the guidance and direction of the Education department and its interpretive plan.
  • Ensure interpretative theme training occurs regularly for Patron Services staff, including feedback regarding staff responses to patron questions.
  • Facilitate the training of front-line associates to lead engaging, informative and dynamic tours, as needed, to visitors of diverse ages and backgrounds.

Customer Service and Engagement

• Work in partnership with Human Resources in the recruitment, hiring, training, development and evaluation of Patron Services Associates.
• Address and resolve patron concerns, escalating complex issues to the Associate Director when necessary to ensure proper customer care.
• Actively participate in the ongoing efforts of Ford’s Theatre to become a more accessible institution by serving as a member of the Access Committee. Contribute to the development and implementation of new and existing initiatives and programs centered on principles of access and inclusion that adhere to or exceed ADA requirements.

Theatre Operations and House Management

• With guidance from the designated Patron Services Manager, acquire and apply essential knowledge of theatre operations to ensure supervisory coverage for select performances in the theatre. This includes, but is not limited to, the following duties:
  • Inspect venue facilities and equipment before and after performances to confirm that the space is fully functional.
  • Collaborate with other departments to ensure efficient audience flow, accurate patron seating, accessible accommodations and timely performance starts.
  • Lead briefings for assistant house managers and volunteer ushers that communicate performance details, venue policies and updates.
  • Monitor patrons during performances and work closely with stage management to address theatre issues, such as late seating and the use of electronic devices.
  • Facilitate the accurate completion and distribution of the Front-of-House Report.

• Know and understand the emergency action plan for Ford’s Theatre and respond calmly and with precision to execute appropriate procedures in the event of an emergency.
• All members of the Patron Services team are required to see the final dress rehearsal of each production.

Additional Responsibilities

• When applicable, in the event of any emerging public health crisis, work with the Patron Services team to implement and execute health and safety protocols.
• Maintain up to date First Aid, CPR and AED certification.
• Assist with front-line preparations for a high-profile Annual Gala, ensuring all operational, logistical and guest-facing elements are executed to deliver an exceptional experience.
• Other duties as assigned.

Knowledge, Skills and Abilities

Education  

High school diploma or equivalent required, along with education, training or skills demonstrated in customer service best practices and employee management and motivation; an interest in Civil War history, Abraham Lincoln or the performing arts is a plus.

Skills 

• Positive, collaborative, detail-oriented and efficient attitude but flexible with strong organizational, problem-solving and communication skills
• Excellent knowledge of customer service protocols and best practices and be capable of maintaining an enthusiastic rapport with customers
• Strong conflict resolution skills, ability to perform multiple tasks simultaneously and the capacity to recognize the importance of responsibility, authority and accountability
• Stamina to work long shifts on occasion in a setting that often requires an ability to stand for hours at a time
• Authentic comfort with public speaking and a confident ability to speak to small and large groups about history and theatre in an engaging and appealing way
• Proficient use of Microsoft Office programs and the internet; willingness to learn the Tessitura database
• Standard First Aid, CPR and AED certification are required; training and certification will be arranged upon hire if the candidate does not already hold existing certification
• Knowledge of, or genuine interest in learning about and implementing, exhibit maintenance and collections care and standard museum collections management
• Familiarity with, or desire to learn, essential front-of-house theatre operations

Experience  

• Minimum of two (2) years of experience in customer service, visitor services or guest relations required, ideally within a performing arts, museum or non-profit setting with a high volume of visitors; some supervisory experience preferred
• Demonstrated experience supporting the logistical needs of events, exhibitions or educational programs, including setup, breakdown and operational requirements
• Passion for working in a non-profit arts and cultural organization, with a commitment to creating a welcoming and inclusive environment for visitors and staff

Salary 

• Approximately $50,000 annually
• Ford’s offers a dynamic working environment steeped in culture and history along with a robust benefits package including highly subsidized health insurance, 401(k) contributions, and generous paid leave policies

To Apply 

Please send a cover letter and resume to [email protected].

Priority will be given to applications received before February 21, 2025.