Guest Services Manager

Opera Philadelphia

. Ensure the efficient daily operation of the Guest Services Department .

Posted 10/2/2026full-timePhiladelphia • Pennsylvania • United StatesMid-LevelSenior💰 $50,000 - $60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and customer service skills while managing the Guest Services Department, ensuring efficient operations and high-quality patron experiences. Proficient in ticketing processes, data analysis, and team management, with a focus on enhancing sales and customer satisfaction.

Highest-signal resume keywords

Customer Service ManagementStaff LeadershipTessitura Software KnowledgeData Analysis Using Power BISales and Upselling Techniques

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceSalesTicketing ServicesData AnalysisReport CreationBudget TrackingProcess DevelopmentStaff SchedulingProduct KnowledgeQuality Assurance

Soft Skills

LeadershipCommunicationOrganizational SkillsAttention to DetailTeam Collaboration

Tools & Technologies

Microsoft OfficeOutlookExcelPower BITessitura

Industry Keywords

Guest ServicesOperaPerforming ArtsCustomer EngagementVIP Services

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

High school diploma or equivalent required
Associate degree preferred
3+ years of customer service in sales, ticketing services, or hospitality
Experience directly managing staff
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, and Power BI
Knowledge of DAX and M (Power Query) is a plus
Familiarity with ticketing software, preferably Tessitura, is a plus
Ability to thrive under pressure and navigate competing priorities on tight deadlines
Good work ethic, high standards, and ability to work in a team environment
Good judgment, initiative, and ability to handle sensitive data confidentially
Discretion, maturity, and composure, especially under pressure
Interest or knowledge in opera, music, or the performing arts
Ability to work flexible days and hours for proper coverage
Occasional weekend and evening work required