Opera Philadelphia

Manager

• Ensure the efficient daily operation of the Guest Services Department
• Act as shift supervisor and manage department workflow
• Create department processes, procedures, standards, and reports
• Provide leadership, guidance, mentoring, and training to Guest Services Associates
• Provide concierge-style customer service to Opera Philadelphia guests
• Facilitate orders and inquiries via phone, chat, email, mail, fax, and in person
• Process subscription/package sales, ticket orders, exchanges, ticket donations, and contributions
• Administer the complimentary ticket program for artistic, press, and industry needs
• Recommend products and upsell ticket packages, engagement events, and memberships
• Create and maintain reports using Tessitura Analytics to analyze audience and sales data
• Coordinate ticketing special offers and discount setup with internal teams and third-party vendors
• Create monthly staff schedules and supervise Guest Services Associates
• Track the Guest Services budget and provide analysis
• Manage departmental hold codes and provide recommendations to management
• Liaise with internal and external constituents and the Opera Philadelphia box office
• Oversee the Group Sale Program
• Monitor designated email inboxes and delegate inquiries
• Participate in outbound sales efforts and analyze results
• Handle customer service issues, record patron feedback and preferences, and identify cultivation prospects
• Perform quality assurance duties
• Represent Opera Philadelphia at performances and events
• Assist with mailings, patron correspondence, and data entry projects
• Participate in consumer research and analyze collected data
• Support VIP ticketing inventory and services with the Philanthropy team
• Coordinate VIP Services phone-line coverage
• Coordinate development holds and release timing with philanthropy leadership
• Coordinate printed-ticket distribution at pre-performance dinners and other events
• Perform related duties as assigned

Guest Services Manager