$24/hour, no benefits.

Creating a welcoming and inclusive environment for all of our patrons is a key component of Town Hall Theatre. The Director of Community Experience oversees all patron, donor, and volunteer-facing interactions before, during, and after productions, including box office coordination, customer service, concessions, front-of-house operations, and marketing support. This role is vital to ensuring that every community member who walks through our doors feels valued, supported, and excited to return.  This position reports to the Managing Director and works closely with the team to ensure smooth, mission-aligned operations across all events.

This is a part-time (35 hours a week), on-site position that requires regular evening and weekend hours during performances and events.  The Director of Community Experience also supervises part-time box office staff and coordinates front-of-house volunteers, ensuring an exceptional experience for every guest.

Event Coordination

• Oversee all front-of-house operations during performances and events, often serving as house manager, bartender, or box office support.

• Coordinate with production and technical staff to ensure seamless event execution.

• Manage crowd control, seating arrangements, and the flow of patrons in and out of the theatre.

Box Office

• Supervise part-time box office staff and provide support as needed.

• Assist patrons with ticket purchases, exchanges, and will call.

• Manage box office reporting, customer records, and ticketing software (e.g., AudienceView or similar).

Customer Service

• Ensure a positive and welcoming experience for all patrons, serving as the primary point of contact for patrons during events.

• Handle customer inquiries, complaints, and special requests promptly and efficiently.

• Coordinate with the box office and other departments to resolve any issues.

• Maintain clear and effective communication with all departments and staff.

Staff Management

• Hire, train, schedule, and supervise front-of-house volunteers, part-time box office staff, ushers, and bartenders.

• Conduct pre-show briefings to inform staff and volunteers of event details and any special instructions.

• Ensure all volunteers and part-time staff have reviewed and signed the appropriate handbooks and policies.

• Monitor performance of volunteers and part-time staff and provide feedback, support, and coaching as needed.

Marketing

• Create and support promotional efforts including social media posting, email newsletters, and flyer/poster distribution.

• Assist in maintaining brand tone and consistency across patron communications and publicity.

• Track basic marketing metrics and coordinate with other departments to promote programs and events.

Facilities Oversight

• Coordinate and oversee the cleanliness and maintenance of front-of-house areas, including the lobby, restrooms, and seating areas.

• Schedule and support cleaning staff or volunteers as needed.

• Ensure supplies are stocked and spaces are guest-ready before each event.

• Collaborate with the Technical and Facilities Director on any maintenance, repair, or safety needs.

Safety and Security

• Ensure compliance with all safety regulations and theatre policies.

• Conduct regular safety checks and maintain emergency procedures.

• Address any security issues promptly and effectively.

Bar/Concessions Oversight

• Manage operations of the bar and concession areas, ensuring efficient service and high-quality offerings.

• Maintain inventory levels, order supplies, and manage stock to prevent shortages and overages.

• Ensure compliance with health and safety regulations, including proper food handling and alcohol service.

• Oversee cash handling procedures and reconcile daily sales.

• Train volunteers and part-time staff on proper service techniques and customer interaction.

Financial Responsibilities

• Manage the patron services budget.  Oversee cash handling procedures, including concession sales and box office transactions.

• Prepare and submit financial reports and deposits as required.

Other Duties

• Assist with special projects and events as needed.

• Perform other duties as assigned by the Managing Director.

Required Experience:

• Previous experience in theatre management, customer service, or a related field.

• Prior supervisory experience preferred, particularly in customer-facing roles.

Skills:

• Excellent interpersonal and communication skills.

• Strong leadership and team management abilities.

• Ability to handle high-pressure situations with poise and professionalism.

• Attention to detail and strong organizational skills.

• Proficiency in basic computer applications and point-of-sale systems.

Work Environment & Physical Requirements

• This role requires regular evening and weekend availability, especially during performance runs and special events.

• The Director of Community Experience must be comfortable standing and walking for extended periods, assisting with venue setup, guest flow, and volunteer oversight.

• Some light lifting (up to 25 lbs) may be required for restocking concessions, moving supplies, or setting up lobby areas.

• Must be proficient in using basic office, marketing, and box office software, including email, spreadsheets, social media platforms, and ticketing systems (e.g., AudienceView or similar).

• A combination of on-your-feet event work and computer-based administrative tasks is essential to this role.

Town Hall Theatre is committed to providing reasonable accommodations to enable individuals with disabilities to perform the essential functions of this position. If you require accommodations during the hiring process or on the job, we encourage open dialogue and will work with you to meet your needs.

Email morgan.dayley@townhalltheatre.com with resume and cover letter.