Patron Service Associate

Description:

About Us: Laguna Playhouse, a nationally acclaimed, non-profit, professional theatre located steps away from the Pacific Ocean in the charming arts colony of Laguna Beach, CA seeks a full-time Development Manager. Reporting to the Director of Advancement and working in collaboration with all department heads, the Development Manager will lead campaigns for fundraising and enhance the donor experience.

About the Culture: The right candidate will be highly organized, deadline-driven, and passionate about supporting a thriving, mission-based performing arts organization. Laguna Playhouse fosters a collaborative, inclusive, and creatively enriching environment that encourages authenticity and bold ideas. We are deeply committed to equity, diversity, and inclusion, and strongly encourage applications from individuals who identify as Black, Indigenous, People of Color, women, transgender, non-binary, and those from communities historically underrepresented in the theater industry.

Core Responsibilities

• Process ticket sales and exchanges accurately through the ticketing system, including subscriptions, group sales, gift certificates, and discounts.
• Handle and reconcile daily cash and credit card transactions; follow proper cash-handling procedures and end-of-day reports.
• Assist with will-call and patron check-in before performances; distribute tickets efficiently and courteously.
• Provide accurate information about performances, policies, pricing, seating, parking, and accessibility.
• Upsell or cross-sell tickets and subscriptions when appropriate to enhance revenue and patron engagement.
• Support audience services operations by communicating patron needs, accessibility requests, or complaints to management promptly.
• Maintain confidentiality of patron records and payment information.
• Ensure ADA compliance and accommodate special seating requests.
• Assist with data entry, reports, and mailing projects (e.g., subscription renewals, donor appeals, surveys).
• Participate in training sessions to stay current with ticketing software updates and customer service standards.
• Follow all Playhouse policies regarding ticket exchanges, comps, and promotional codes.
• Other duties assigned

Requirements:

• Exceptional customer service skills with a positive, professional demeanor when interacting with the public.
• Strong attention to detail and organizational skills.
• Excellent judgment and ability to follow and carry out instructions accurately.
• Clear and effective verbal and written communication skills.
• Ability to convey information to patrons and colleagues with courtesy and professionalism.
• Reliable, punctual, and comfortable working evenings, weekends, and during performances as scheduled.

Key Skills & Competencies

• Exceptional customer service and communication skills, with a warm, professional, and solutions-oriented approach to patron interactions.
• Strong attention to detail, organization, and accuracy, particularly when processing ticket transactions, handling payments, and following policies and procedures.
• Sound judgment, reliability, and teamwork, with the ability to remain calm and responsive in a fast-paced, performance-driven environment.