Harlequin is a nonprofit professional theatre in downtown Olympia, Washington.

We strive to define ourselves as a major American regional theatre, to be known nationally for high artistic values and expressive, enriching work, and to be a valuable member and leader of the South Puget Sound community in creating high quality work and encouraging positive change.

Harlequin is seeking a Box Office Supervisor to oversee the reopening and operation of our Box Office.

The Box Office Supervisor is responsible for the overall operation of the Box Office and Front of House. This position works closely with the Marketing and Development departments to reach organizational goals within allotted resources. The Box Office Supervisor reports to the Director of Patron Services.

KEY RESPONSIBILITIES: Box Office, Ticket Sales, Front of House, Volunteers, Concessions

DUTIES AND RESPONSIBILITIES MANAGERIAL/BOXOFFICE(50%)

● Train, supervise, and schedule all box office staff

● With the HR team, recruit and hire all box office personnel

● Motivate staff to participate in a positive, creative, and professional work environment and to adapt to dynamic and challenging situations

● Ensure patrons experience exemplary service in all department interactions

● Assign daily flow of in-person, phone, and email channels to Box Office staff and ensure all inquiries receive a same day reply

● Ensure ADA standards are being met and flexible service is provided to the community

● Remain calm and diplomatic with escalated issues, resolve high level patron concerns using exceptional problem-solving skills to quickly achieve a mutually satisfying result and rebuild trust

● Demonstrate exceptional and forward-thinking customer service

● Be self-directed in work ethic, leading by example

● Exercise confidence, kindness, and mentorship in speaking to team members when something needs to be improved or retrained

● Determine staffing levels and schedule based on fluctuating volume of operations

● Oversee COMP tickets, discount programs, passes, and other ticketing promotions.

● Approve timesheets and ensure timely submission

● Actively participate in department meetings and engage with colleagues to ensure seamless integration of Box Office with Front of House and Marketing

VOLUNTEER COORDINATION (25%)

● Recruit new volunteers through a variety of outreach efforts

● Retain quality volunteers through a robust volunteer recognition program, as well as mentorships and opportunities for growth

● Develop and maintain a training program for all volunteers, including ensuring understanding and adherence to organizational policies and procedures, as well as organizational standards regarding guest relations, customer service, and concessions

● Schedule volunteers for all needed shifts; manage schedule changes and tracking of volunteer hours

● Coordinate with Environmental Services on aesthetic or other repairs

● Keep an updated database of current and past volunteers, as well as future prospects

FRONTOFHOUSE/CONCESSIONS(20%)

● Schedule and ensure supervision of all FOH staff and volunteers during theater events

● Ensure the front of house is clean, well-maintained and presentable prior to each event

● Ensure concessions are stocked, including ordering and cocktail mixing

● Coordinate with Environmental Services on aesthetic or other repairs

OTHER (5%)

● Assist with special events as required

● Other duties as assigned

Job Type: Full-time

Pay: $20.00 per hour

Expected hours: 40 per week

Benefits:

• Paid time off

Schedule:

• Evenings as needed
• Weekends as needed

People with a criminal record are encouraged to apply

Ability to Commute:

• Olympia, WA 98501 (Required)

Work Location: In person