Patron Services Supervisor

Are you a patron services professional who loves the arts Do you have a knack for shaping every step of the patron journeyfrom messaging and ticketing to curtain rise and final bows The City of Rancho Cucamongas Community Services Department is looking for a highly organized people-focused and operationally savvy Patron Services Supervisor to lead the charge in delivering exceptional service to every patron of the Lewis Family Playhouse.

As the Patron Services Supervisor youll oversee three vital teams: Box Office Front of House and Marketing. This role is ideal for someone with box office and/or house management experience who understands the importance of audience relationships and wants to lead a team that ensures all events and performances run smoothly. From supervising ticketing operations to supporting marketing strategy and leading a welcoming professional front-of-house team this is a high-impact customer-facing role at the heart of the Playhouse experience.

If youre an organized high-capacity leader whos passionate about the performing arts team growth and exceptional service apply today!

About the Lewis Family Playhouse at Victoria Gardens Cultural Center:

The Lewis Family Playhouse is an intimate state-of-the-art performing arts center with 560 seats owned and operated by the City of Rancho Cucamonga. As a major anchor to the Victoria Gardens Lifestyle Shopping Center the Playhouse entertains educates and inspires through high-quality performances for audiences of all ages across Southern addition to the Playhouse the Cultural Center includes a 60-seat Black Box Theatre large event spaces and a brand-new Courtyard stage opening in 2025.

Working for the City of Rancho Cucamonga:

Though formally titled Community Services Supervisor this role is deeply rooted in the performing arts world. Youll be based at the beautiful Lewis Family Playhouse and work closely with all internal departments and external clients to help execute hundreds of performances rentals and community events each year. Some qualifications reference recreation or community services but candidates with backgrounds in the performing arts box office management customer service or venue operations are encouraged to apply.

This role is ideal for someone who has hands-on experience working in a performing arts venue and is ready to lead support and elevate that create outstanding patron experiences.

You might be a great fit if you are:

• A people-first leader who thrives in the fast-paced world of live events.
• Familiar with box office systems and FOH best practices in a performing arts setting.
• Focused on building systems setting expectations and motivating a team to succeed.
• Calm and solutions-oriented when addressing escalated patron issues.
• Confident holding staff accountable while coaching with care and clarity.
• Collaborative across departments and passionate about delivering an exceptional patron experience.
• Committed to safety accessibility and equity in every aspect of your work.
• Interested in growing within a public-sector organization that values community impact and innovation.

YOULL BE RESPONSIBLE FOR:

Box Office Leadership

• Supervise the Box Office team by setting expectations providing coaching and ensuring accountability in daily operations.
• Ensure ticketing systems financial protocols and patron communications are accurate secure and aligned with best practices.
• Monitor and support systems related to comp tickets group sales event buildout and financial reconciliation.
• Identify process improvements and lead efforts to streamline and strengthen operations.
• Review run and analyze box office reports to identify trends inform strategy and provide actionable insights to leadership and staff.
• Implement and uphold secure box office protocols and customer data protections.

Front of House Leadership

• Provide oversight and coaching to front-of-house staff and volunteers ensuring a welcoming accessible and safe environment for all patrons.
• Create staffing plans and oversee the scheduling and support of ushers volunteers marketing box office and FOH personnel.
• Attend performances regularly to observe operations offer guidance and identify coaching opportunities.
• Review post-show reports and FOH documentation to identify trends flag issues and provide performance feedback.
• Promote and enforce safety protocols to ensure the well-being of all patrons staff and artists.

Marketing Coordination

• Provide high-level supervision to the Marketing team ensuring alignment with the Playhouse brand audience development goals and organizational messaging.
• Coordinate campaign calendars and marketing priorities across departments to support ticket sales rentals and venue visibility.
• Review and approve marketing materials ensuring they are clear accurate and meet event-specific needs.
• Track marketing performance and contribute insights to help the team pivot strategies as needed.
• Maintain relationships with artists and their teams sponsors and community partners to ensure marketing strategies are clearly communicated and executed mutual branding guidelines are followed and shared goals are achieved.

Patron Experience & Departmental Collaboration

• Champion a seamless patron-centered experience by collaborating across departments including Rentals Programming Production and Facilities.
• Lead patron experience initiatives such as signage accessibility services staff training and surveys.
• Participate in season planning and event preparation to ensure the audience perspective is represented in logistics and communication.
• Lead efforts to create an engaging and activated lobby experience through pre-show activities installations themed events and creative touchpoints that enhance the overall patron journey beyond the performance itself.
• Conduct regular team meetings and 1:1s with direct reports to align on goals build capacity and foster staff development.

THE IDEAL CANDIDATE HAS:

• Proven experience in box office management or house management within a performing arts venue or live event setting.
• Leadership experience overseeing staff or volunteers in a customer-facing role.
• Familiarity with ticketing software (like AudienceView Tessitura or similar).
• A keen eye for operational detail and patron-focused thinking.
• Understands the role of marketing in driving attendance and can support cross-departmental alignment on messaging timing and campaign execution
• Experience collaborating across departments in a fast-paced environment.
• Excellent communication and organizational skills.
• Flexibility to work evenings weekends and holidays as needed.

Education and/or Experience:

Graduation from an accredited college with a bachelors degree in recreation performing arts business or a related field and three years of experience in the implementation of cultural and recreational activities and programsor any combination of training and experience that provides the desired knowledge and abilities.

Knowledge Skills and Abilities:

Knowledge of the theories principles practices and programs common to the field of recreation and cultural programs community center operations and management; principles of supervision; first aid methods and safety practices related to recreational program planning and evaluation; methods for identifying community recreation needs. Ability to effectively work with people of varied socio-economic standings; prepare and present concise written and oral reports; supervise train and evaluate staff; plan promote and implement recreation and Community Services programs; analyze unusual situations and resolve through application of policy; deal constructively with conflict and develop effective resolutions.

Special Requirements:

Possession of or ability to obtain an appropriate California drivers license and a satisfactory driving record. Depending on the assignment first aid and CPR certification may be required.

Physical Demands:

Frequent standing and sitting. Dexterity and coordination to handle files and single pieces of paper; occasional lifting of items weighing up to twenty-five pounds such as files stacks of paper references and other materials. Moving from place to place within the office; some reaching for items above and below desk level. Strength dexterity coordination and vision to use keyboard and video display terminal occasionally.

Recruitment Schedule
First Review of Applications:August 8 2025
First Interview: August 26 2025
Second Interview: TBD

APPLICATION PROCESS

All applicants are required to apply online at .

Applications must be complete and demonstrate that the minimum qualifications are met. All statements made on the application are subject to investigation and verification. Resumes may be attached to completed application form as supplemental information but will not be accepted in lieu of an official application form. Applications will be screened and the most qualified candidates who best match the needs of the City will be invited to compete further in the examination process. Candidates who meet the minimum qualifications will remain candidates until a final offer is accepted by the candidate who most closely meets the requirements of the City. The City may conclude that none of the candidates even those who meet the minimum qualifications are appropriate for the position.

Successful candidates shall be required to:

Complete a verification form designated by Immigration and Naturalization Service to certify that they are eligible for employment in the United States of America; and Pass a pre-employment medical exam which includes a Tuberculosis (TB) Exam; Degree Verification and Provide proof of a valid California drivers license and be insurable; and Pass a reference and background verification. References will not be contacted until a mutual interest has been established.

The City of Rancho Cucamonga Participates in E-Verify.Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United accordance the City will provide the Social Security Administration and if necessary the Department of Homeland Security with information from each new employees Form I-9 to confirm work authorization. For additional information regarding E-Verify the Federal Governments online employment eligibility verification system please visit .

Disclaimers

The City of Rancho Cucamonga is an Equal Opportunity Affirmative Action addition the City of Rancho Cucamonga abides by a nepotism policy which may preclude you from being hired if the City employs a relative. The City of Rancho Cucamonga makes reasonable accommodations for disabled persons considering each situation on an individual basis. Please make direct requests for accommodation to Human Resources. For information on Employee Rights under the Family and Medical Leave Act please click Here.

There is a no smoking policy in effect in all City Offices and vehicles. Finally please note that the provisions of this bulletin do not constitute a contract expressed or implied and any provisions contained in this bulletin may be modified or revoked without notice.

Questions regarding this recruitment may be directed to Human Resources at Applicants may wish to visit the Citys official website at for more information.