Join Our Team

Department: Box Office
Reports to: Director of Box Office
FLSA Status: Full-time, Exempt
Direct Reports: Part-time Patron Services Associates
Starting Salary: $48,500.00

At the Orpheum Theatre Group, you will find amazing talent on our stages and throughout our dedicated staff. We are committed to serving the Mid-South through our nonprofit mission, which includes our numerous education and community engagement programs and our commitment to equity and diversity. Our Orpheum Theatre Group team is dynamic, creative, innovative, and community-minded, and we are ready to welcome you!

The Patron Services Supervisor provides daily leadership and hands-on support for Orpheum Theatre Group’s box office and patron services operations. This role is both supervisory and customer-facing, serving as a working leader who supports part-time staff while directly assisting patrons via phone, online requests, and walk-up ticket sales.

The Patron Services Supervisor plays a key role in ensuring consistent service standards, accurate ticketing practices, and a welcoming experience for all guests across OTG venues. The position requires flexibility, attention to detail, strong communication skills, and comfort working in a fast-paced, event-driven environment, including evenings, weekends, and holidays.

How You Will Contribute

Patron Services & Box Office Operations

• Provide daily supervision and support to part-time box office and patron services staff
• Serve as a primary point of contact for walk-in patrons, phone inquiries, and customer service requests
• Prepare Daily Sales reports to ensure accurate information is provided to in-house box office team and outside promoters in a timely manner.
• Conduct telephone and window ticket sales for performances and events.
• Monitor inbound and outbound calls to ensure professional patron communications.
• Respond to website inquiries related to ticketing, events, and customer service.
• Distribute new event information, procedures, and updates to patron services staff. 

Ticketing Systems & Data Management

•  Maintain and perform ongoing database cleanup and maintenance for a high-volume patron database (165,000+ accounts).
• Process season renewals, subscription payments, exchanges, and upgrades.
• Assist with event builds, ticket inventory management, and system updates as needed.
• Ensure ADA-compliant ticketing procedures and accessible seating practices.

Team Training & Development

• Train new hires in ticket sales systems, customer service standards, and venue procedures.
• Instruct and retrain staff on new policies, procedures, and system updates.
• Monitor staff performance and provide real-time coaching and support during shifts.
• Foster a professional, service-forward team environment.

Event Leadership

• Serve as Manager on Duty for Orpheum Theatre and Halloran Centre events as assigned.
• Handle on-site patrons concerns and escalations during events with professionalism and discretion.
• Coordinate with Operations, Production, Security, and House Management teams during performances.

Financial Controls & Cash Handling

• Maintain excellent cash control practices and adherence to internal financial procedures.
• Support nightly box office reconciliation and reporting as required.
• Ensure accuracy and accountability in ticket sales and payment processing.

Administrative & Collaborative Duties

• Attend weekly department meetings assigned.
• Participate in OTG special events, including the Annual Auction Gala.
• Perform additional duties as assigned by management in support of departmental and organizational goals.

How You Stand Out

Required Qualifications

• Minimum of 2–3 years of experience in box office, patron services, or customer-facing operations, preferably in a performing arts or live-event environment.
• Supervisory or lead experience supporting part-time or seasonal staff.
• Strong working knowledge of Ticketmaster Host and Archtics ticketing systems.
• Excellent cash handling and cash control experience.
• Strong verbal and written communication skills.
• Professional appearance and service-oriented demeanor.
• Excellent customer service, problem-solving, and conflict-resolution skills.
• Strong organizational skills with attention to detail and accuracy.
• Proficiency with Microsoft Office (Word, Excel, Outlook).

Preferred Qualifications

• Experience with Ticketmaster, or comparable ticketing platforms.
• Knowledge of ADA accessibility requirements in ticketing and front-of-house operations.
• Bilingual skills (Spanish or other languages) a plus.

Environmental Conditions & Physical Demands

• Employees may occasionally lift and/or move up to 15 pounds.
• Regularly required to stand, walk, climb stairs, balance, bend, kneel, stoop, twist, and reach overhead during events.
• Employees spend significant time sitting at a desk working at a computer; manual dexterity required for keyboarding and handling ticketing materials.
• Office environment is well-lit, heated, air-conditioned, and ventilated.
• During events, standing and walking are required approximately 25% of the time.

Working Conditions & Schedule

• Full-time position with regular weekday hours; evenings, weekends, and holidays required based on performance schedules.
• Smoke-free workplace.
• Must be able to work harmoniously in a diverse, public-facing environment.
• Reliable transportation required for travel between venues or off-site meetings as needed.

How We Stand Out

Benefits and Perks

• 401(k)and 401(k) matching
• Health, dental, vision, and life insurance
• Paid time off
• Unlimited paid sick time
• Paid holidays
• Parental leave
• Parking provided
• Tuition reimbursement opportunities
• A diverse team of colleagues
• Volunteer and committee opportunities
• Tickets to select Orpheum and Halloran Centre events as available
• Campus located in the heart of downtown Memphis with a historic theatre and modern performing arts and education center
   

Our Mission

The mission of the Orpheum Theatre Group is to enhance the communities we serve by utilizing the performing arts to entertain, educate and enlighten while preserving the historic Orpheum Theatre and the Halloran Centre for Performing Arts & Education.

Our Vision

The Orpheum Theatre Group will strive to be a world-class performing arts organization, serving as a cultural beacon and catalyst for positive change.

Our Values

• Innovative: The Orpheum Theatre Group takes risk and invests in new ideas.
• Inclusive: The Orpheum Theatre Group is welcoming and accepting to all.
• Inspirational: The Orpheum Theatre Group motivates positive change through the performing arts.
• Integrity: The Orpheum Theatre Group acts ethically and considers all viewpoints.
• lmpactful: The Orpheum Theatre Group provides meaningful opportunity.
• Transformative: The Orpheum Theatre Group changes lives, Memphis and the world.

Our Commitment 

The Orpheum Theatre Group is dedicated to creating a welcoming and fair space for all. We acknowledge the inequities that exist in our community and are committed to removing barriers that limit access to the arts. Through our ongoing dedication to this goal, we strive to ensure that everyone feels at home on our stages and in our audience. 

Interested candidates should apply/submit résumé to hr@orpheum-memphis.com.