Audience Services Lead

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Job Summary

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 either the Director, Event Productions, Audience Service Manager, or Stage Manager, this position oversees 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 an occasional position. Work hours and days will vary based on institute needs.

Essential Job Duties

1. Oversee Audience Service Representatives staff to support events in the auditoriums.
2. Follow Front-of-house staff management best practices by assigning usher event duties, maintaining staff shifts, and breaks and conducting pre-event briefings and post-event ASR staff reports.
3. Coordinate Front of House logistics for events (receive 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, concessions).
4. Conduct front-of-house management in accordance with the Campus Event Productions Front of House Manual and emergency plan procedures for auditorium events. Emergency response should be coordinated under the direction of the Director, Event Productions, and in coordination with OSC emergency response manager.
5. Coordinate event timing (start/stop times & intermissions) with the Stage Manager and Box Office Manager and manage patron flow entering and exiting the auditoriums.
6. Oversee ticket collection, audience counts, and preparation of event reports, incident reports and front of house records.
7. Coordinate with the Box Office staff to support communication to audience members/event attendees during an event.
8. Maintain records of merchandise sales & maintain merchandise sales cash fund, if provided.
9. Provide accurate and specific information to the general public and Caltech community about scheduled events.
10. Address customer inquiries or complaints.
11. Other duties as assigned.
12. Perform work in accordance to Institute and regulatory agencies (e.g., OSHA, ADA) safety standards and practices.

Basic Qualifications

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

Preferred Qualifications

1. Experience with Claris Filemaker or similar event operations software.
2. Experience with AudienceView Ticketing Software and patron management.
3. Experience in auditorium safety procedures and policies.
4. Experience in management of large crowds of event attendees.
5. Auditorium Front of House operations experience.

Required Documents

1. Resume