Audience Services Manager

Caltech is a world-renowned science and engineering institute that marshals some of the world's brightest minds and most innovative tools to address fundamental scientific questions. We thrive on finding and cultivating talented people who are passionate about what they do. Join us and be a part of the diverse Caltech community.

The Event Productions unit, situated within the Office of Strategic Communications, connects Caltech to the broader community and donors through the presentation of high-quality public events and programs. These programs may include the presentation of researchers and lecturers from Caltech as well as professional artists and performers from a broad range of disciplines.

Under the direct supervision of the Director, Event Productions, this position supervises audience services and front-of-house operations for events taking place in the Caltech Auditoriums, Beckman Mall, and other venues as needed, and provides customer service to event attendees and the Caltech community.

This is a part-time position; work hours and days may vary.

Essential Job Duties

• Supervise, recruit, hire, and train occasional Audience Service Representative staff to support all events in the auditorium. Set shift schedules, assign duties, and conduct pre-event briefings.
• Coordinate Front of House logistics for events (program deliveries, placement of crowd control equipment, signage, and special display & exhibit materials, compliance with ADA regulations, custodial services, special seating for clients with special needs, and concessions).
• Oversight, authorship, and management of the Auditorium Front of House Policy and Procedures Manual and emergency plan for auditoriums. Emergency response should be coordinated under the direction of the Director, Event Productions, and in coordination with the OSC emergency response manager.
• Coordinate event timing (start/stop times & intermissions) with the Stage Manager to manage patron flow entering and exiting the auditoriums.
• Oversee ticket collection/audience counts, and preparation of event reports, incident reports, and front-of-house records.
• Coordinate with the Box Office staff to support communication to audience members/event attendees in advance of an event, and to conduct data analysis and assessment of the audience post-event.
• Maintain records of merchandise sales & maintain merchandise sales cash fund.
• Provide accurate and specific information to the general public and Caltech community about upcoming scheduled events.
• Maintain AudienceView patron database and communicate relevant upcoming events to targeted patron groups.
• Assist the Events Operations Manager with the management of the Friends of Beckman Auditorium donor group.
• Assist the Event's Operations Manager with event reconciliations.
• Assist the Event's Operations Manager with event seating section planning.
• Address customer inquiries or complaints.
• Other duties as assigned.
• Perform work in accordance with the Institute and regulatory agencies (e.g. OSHA, ADA) safety standards and practices.

Basic Qualifications

• High school education or equivalent.
• Physical strength to lift up to 50 pounds.
• Ability to bend in all directions, squeeze with arms and hands, climb stairs, and work outdoors in all kinds of weather.
• Ability to push and pull rolling items (e.g. carts).
• Effective problem-solving skills.
• Excellent organizational communication (verbal & written) and interpersonal skills.
• Ability to work calmly under pressure and deal with a broad spectrum of personalities, including staff, faculty, students, donors, patrons, etc.
• Must present an attitude of attentiveness, courtesy, and professionalism when dealing with patrons and other staff members.
• Working knowledge of various computer software systems (Microsoft Office Suite, Filemaker Pro, Photoshop, or equivalent).
• Exceptional customer service skills.
• Maintain a professional image.
• Ability to work as a team member on a variety of programs and projects.
• Attention to detail.
• Must be available to work overtime, evenings, and weekends.

Preferred Qualifications

• Experience with AudienceView Ticketing Software and patron management.
• Experience in auditorium safety procedures and policies.
• Experience in the management of large crowds of event attendees.
• Auditorium Front of House operations experience.

Required Documents

• Resume
• Cover Letter

Hiring Range

$28.00 - $29.00 per hour
The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. As one of the largest employers in Pasadena, CA, Caltech is committed to providing comprehensive benefits to eligible employees and their eligible dependents. Our benefits package includes competitive compensation, health, dental, and vision insurance, retirement savings plans, generous paid time off (vacation, holidays, sick time, parental leave, bereavement, etc.), tuition reimbursement, and more. Non-benefit eligible employees will have access to some benefits such as onsite counseling and sick time. Learn more about our benefits and staff perks.

EEO Statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, or national origin, disability status, protected veteran status, or any other characteristic protected by law.
Caltech is a VEVRAA Federal Contractor.

To read more Equal Employment Opportunity (EEO) go to eeoc_self_print_poster.pdf .

Disability Accommodations

If you would like to request an accommodation in completing this application, interviewing, or otherwise participating in the employee selection process, please direct your inquiries to Caltech Recruiting at