• Job Description

  Req#: 505977

  The application window for this position has an anticipated end date of 06 /09/2025.

  Company Overview

  The Denver Center for the Performing Arts (DCPA) is one of the largest non-profit theatre organizations in the nation, presenting Broadway tours and producing theatre, cabaret, musicals, and innovative, immersive experiences. Through these experiences and alongside our robust Education program, we engage hundreds of thousands of visitors each year.

  The DCPA’s workforce includes more than 300 employed team members in non-union and union positions (in partnership with seven unions). In addition, we employ hundreds of artists and contractors annually. We have a strong volunteer program which includes more than 300 volunteers.

  Our Mission: “We engage and inspire through the transformative power of live theatre.”

  
  

  Culture Statement

  For more than 40 years, creativity and community have been the foundation of the Denver Center for the Performing Arts’ success. As a leading cultural organization in the Rocky Mountain West, we are actively participating in a cultural evolution of belonging and anti-racism. Our commitment to reflect the diversity and priorities of our community — in our workplace, audience and programming — has never been more present.

  We believe that the theater can transform us — and be transformed by us. We invite you to be part of our Team.

  
  

  Job Purpose

  The Manager of Patron Experience reports to the Director of Venue Operations and is responsible for facilitating an excellent front-of-house experience for patrons of the Bonfils Theatre Complex, the Garner Galleria Theatre, the Randy Week’s Conservatory Theatre, and off-campus venues as needed. This position also ensures the DCPA meets or exceeds current ADA mandates to provide accessible services to patrons in the theatres listed above as well as for Broadway productions presented by DCPA. This position coordinates, schedules, and supervises the work of (4-5) part-time Assistant Theatre Services Managers, (7-8) part-time House Managers, and 300+ volunteer ushers and tour ambassadors. This position collaborates with other departments within the DCPA, including production, security, box office, group sales, facilities, and special events to ensure the smooth operation of front-of house activities.

  
  

  Duties and Responsibilities

  Supervision & Team Scheduling

  • Responsible for hiring, training, managing, and scheduling part-time front-of-house team in partnership with the Director of Venue Operations.

  • Provides excellent communication with front-of-house team through meetings, in-person updates, asynchronous notes & responses, nightly reports, and more.

  • Documents, maintains, and implements standard operating procedures, training scripts, and night-of-show timelines for front-of-house team.

  • Works with the Director of Venue Operations & Patron Experience and Human Resources to develop and implement EDI recruitment outreach programs for volunteers and team members.

  • Collaborates with Director of Venue Operations, Security, and HR to schedule team safety trainings and professional development opportunities.

  
  

  Volunteer Management

  • Manages application, onboarding, and training process for new volunteer ushers and tour ambassadors.

  • Responsible for all volunteer scheduling, including building shifts, recruiting to fill gaps, and removing/rescheduling volunteers when they have conflicts.

  • Addresses behavior or performance issues with volunteers, taking disciplinary action when needed.

  • Ensures volunteers are meeting established customer service standards, are knowledgeable about the DCPA and the complex, and providing an excellent patron experience.

  • Reviews and updates volunteer handbook as needed.

  • Develops and improves volunteer retention, recognition, and appreciation initiatives.

  • Responsible for volunteer inbox correspondence, outbound volunteer communications for updates and ticket offers, parking reimbursements, and paperwork collection.

  • Ensures active volunteer roster is up to date.

  • Monitors volunteer attendance, ticket offer usage, and minimum shift requirements.

  
  

  Front of House Operations

  • Ensures a quality theatrical experience by providing a high level of customer service to patrons of the DCPA.

  • Ensures all front of house spaces and the theatres are ready for each performance and resolves noise or temperature issues during performances.

  • Responsible for addressing venue seating and patron experience issues and/or complaints. Works in tandem with the box office to resolve ticketing issues.

  • This position is a member of the DCPA Crisis Management Team and serves as the evacuation coordinator in the event of emergency situations within the venues of the Helen Bonfils Theatre Complex, the Garner Galleria Theatre, and Randy Week’s Conservatory Theatre.

  • Communicates and coordinates front of house needs and issues with the appropriate DCPA departments.

  • Supports collaboration with the Marketing Department to develop copy for collateral pieces and web updates including, but not limited to accessibility services, tours, newsletters, emails, signage, recruitment flyers, and program stuffers.

  • Supports accurate accounting for assigned budgets.

  
  

  Accessibility

  • Oversees outreach with the disability community to maintain and grow the DCPA’s status as a leader in accommodation.

  • Understands and aids in compliance with Federal regulations under the Americans with Disabilities Act and Section 504 of the Rehabilitation Act and is a DCPA resource for any ADA questions.

  • Responsible for accessible performance services (includes but not limited to: American Sign Language, Open Captaining and Audio Description) for all productions and oversees and schedules contractors and team members providing these services.

  • Coordinates with box office and marketing teams to ensure communication about accessible services are accurate and up to date.

  • Attends and reports on annual LEAD conference as funding and scheduling permit.

  
  

  Qualifications & Experience

  • Bachelor’s degree in related discipline, or an equivalent combination of education and experience from which comparable skills may be acquired.

  • A minimum of four years experience in front-of-house management, volunteer management, event management, stage management, or equivalent.

  • Excellent communication (written and verbal), interpersonal, and customer service skills

  • Impeccable organization and task management skills.

  • Self-motivation, organization and strong project management skills.

  • Demonstrated ability to handle a fast-paced environment calmly and efficiently.

  • Demonstrated ability to trouble-shoot and problem solve successfully in high-pressure situations.

  • Strong ability to supervise and manage both employees and volunteers.

  • Experience with hiring preferred.

  • Proven ability to collaborate in a team setting.

  • Skilled in critical thinking and proactive, creative problem-solving.

  • Strong computer skills with advanced knowledge of Microsoft Office, including Excel, Word, PowerPoint, and Outlook.

  • Experience in Volgistics helpful.

  • This position requires a flexible schedule and the ability to work nights, weekends, and holidays as needed.

  
  

  Supervisor Responsibilities

  (4-5) part-time Assistant Theatre Services Managers, (7-8) part-time House Managers, and 300+ volunteer ushers and tour ambassadors

  
  

  Working Conditions

  This position operates in professional office, theatre lobbies, and theatre houses during regular business hours in addition to nights and weekends. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets, in addition to technology specific to this role including radios with earpieces, microphones, etc. The possibility of operating in a remote environment on certain days may be an option. A portion of duties is likely to be performed in very low lighting within venues during performances.

  
  

  Physical Requirements

  While performing the duties of this job, the employee is regularly required to talk or hear, and consistently communicate over the phone, radio, email, interoffice chat, and in person throughout scheduled shift, in addition to spending long/extended periods in motion. The employee frequently is required to move around the office and work environment, use hands to handle or feel; and reach with hands and arms, lift at least 30 pounds, and react quickly, specifically when directing attendees as mapped out in emergency plan.

  Ability to physically move through various venue lobbies and within respective theatre houses. Ability to climb stairs, read tickets in various forms, use technology including computers and ticket scanners.

  
  

  Compensation

  $70,000 - $75,000 annually

  
  

  Benefits

  Full time positions include the following benefits:

  Medical, Dental, Vision, Disability, Flexible Spending Accounts, Life Insurance and Pet Insurance

  401k Plan with employer contributions

  Time off benefits including personal days, sick days, vacation days and 10 paid holidays.

  The DCPA is located in Denver, CO and all roles are based at our on-site location: 1101 13th Street, Denver, CO 80204. Some roles at the DCPA may be eligible for hybrid work options. More information is available through the interview process.

  
  

  The DCPA does not require applicants to disclose age, date of birth or dates of attendance and/or graduation from an educational institution in their application for employment. Applicants may redact these and other applicable dates from their resume, transcript, and any other material that they submit as part of their application for employment.

  In order to provide high quality, culturally competent care to our patrons, students, guests and team members, it is of highest importance that our hiring practices reflect our values by offering an environment that celebrates diversity and embraces inclusion. All of our team members – regardless of race, ethnicity, sexual orientation, gender identity, age, language, abilities/disabilities, socioeconomic status, geographic region, or other defining characteristics – should feel welcome and valued.

• About the company

  Official ticketing provider for Denver's best entertainment at the DCPA: Broadway tours, Tony-winning theatre, acting classes and spectacular events.

Notice