ASSISTANT MANAGER OF CONCIERGE SERVICES

Full-time, non-exempt position (eligible for overtime)
Supervisor: Director of Institutional Advancement, Mary Beth Johnson

Application deadline: January 8, 2023
Please submit a cover letter and resume to Ilysse Sirmaian at isirmaian@themusichall.org.

POSITION SUMMARY

The Music Hall seeks an experienced and dynamic individual to join our team as the Assistant Manager of Concierge Services. This unique position will serve as an integral part of opening the new Members Club and will support the development teams stewardship operations for members, sponsors & donors.

Members Club
This role will also work directly with Music Hall leadership team members in developing, opening, and executing all donor experience-related aspects of the new Music Hall Members Club. With an anticipated opening in early 2024, the Assistant Manager of Concierge Services will be at the forefront of collaborating and building a distinct donor experience, including a system for identifying appropriate access levels to select evenings and developing a state-of-the-art reservation system for tracking donor RSVPs and attendance. This role will also collaborate with the front of house department by assisting with other operational details on show and non-show evenings. The ideal candidate will have a genuine, authentic interest in relationship development as well as an eye for detail, ability to synthesize data, receive feedback, and express a strong interest in creating elevated experiences.

Development Stewardship
The Music Hall is grateful for its 3,800 supporters (members, sponsors, donors) and is committed to high-level customer service, creating experiences that last a lifetime. This role will serve as the primary contact for supporters on all concierge-related benefits for

specified-level members, including the fulfillment of securing preferred access to ticketing, managing Members Club access and reservations, and managing weekly member benefit package mailings and monthly solicitation mailings.

The ideal candidate possesses a natural ability to lead with care, strong hospitality management and organization skills, excellent interpersonal abilities, and a passion for creating an unparalleled customer service experience for all of The Music Halls dedicated members and sponsors.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Concierge & Member Services (75%):
• Provides exceptional, high-level concierge customer service for Music Hallmembers, sponsors, and donors.
• Serve as the primary contact for donors and sponsors on Members Clubrelated benefits, including preferred seating at the new Members Club, andthe VIP ticket fulfillment to Music Hall events.
• Ensure excellent customer service through timely communications andproactive engagement with members.
• Develop and implement strategies to enhance member satisfaction andloyalty, continuously seeking opportunities to exceed expectationsthroughout club operations and member communications.
• Collaborate with other members of the development department to plan andexecute member/sponsor cultivation, stewardship, events, festivals, andspecial promotions that align with donor interests and preferences.
• Manage weekly Member benefits mailings and monthly renewal mailingsthrough timely and accurate execution.
• Ensure timely and proactive communication with donors on Members Clubreservation and ticketing requests.
• Proactively respond to donor needs and requests to ensure the highest levelof Club experience.
• Club Operations (25%):
• Provide dedicated day-to-day presence in this role to include acting as theprimary host/greeter on show nights, direct collaboration with front-of-house staff and volunteers, fostering a positive work environment, and promoting teamwork with all Music Hall departments.
• Connecting to the strategic vision for the space, develop and implement operational policies, procedures, and standards to ensure superior quality of overall experience to include:

i. Using the appropriate IT systems for member verification, attendance

and reservation tracking and reporting.

• Coordinate with designated colleagues for seamless execution onshow nights to ensure guests have enough time to take their seats forshowtimes at the Historic Theater or Lounge.
• Develop and assist with implementing continuous trainingopportunities to enhance front of house staff skills with a focus onpatron service excellence.
• Liaisonacrosstheorganizationtorelay/translatepatronfeedbackandoffer immediate recommendations to adjust operations, policies & procedures to ensure rapid continuous improvement in the Members Club experience and operations.

MINIMUM QUALIFICATIONS

• High school degree with 5+ years proven experience or associates/bachelors degree with 2+ years in a customer service role working with patrons in the arts or in hospitality, preferably in a private club or luxury resort setting.
• Strong organizational and project management skills, with the ability to multitask and prioritize tasks in a fast-paced environment. Ability to define and communicate tasks and roles clearly.
• Exceptional interpersonal and communication abilities, focusing on building and maintaining relationships with members, donors, and team members.
• Knowledge of club operations, including food and beverage and event management.
• Ability to regularly work evenings and weekends, as required by the club's hours ofoperations and Music Hall programming schedule.DESIRED QUALIFICATIONS

Experienced proficiency in Google Suite, POS Systems (Toast), CRM databases (Salesforce/Patron Manager preferred), and project management software tools like Asana.

BENEFITS

Annual salary range: $45,000 - $48,000
Opportunity for overtime hours and bonuses

• Health care package: health and dental
• Cell phone reimbursement
• 24 days of accrued earned time
• 401K program with employer matchJoin our team as the Assistant Manager of Concierge Services and be part of an exceptional

team that values excellence, service, and a commitment to providing an unrivaled experience for our dedicated members.

HOW TO APPLY

The Music Hall offers a competitive salary and benefits package, a dynamic and collaborative work environment, and the opportunity to be part of a renowned arts organization that hosts exciting live events. We would love to hear from you if you are passionate about the arts and have the skills and experience to excel in this role. Apply today to join our team as an Assistant Manager of Concierge Services at The Music Hall!

Please email a cover letter and resume directly to: Ilysse Sirmaian at isirmaian@themusichall.org with the subject Assistant Manager of Concierge Services Applications directly submitted from outside platforms (LinkedIn, etc.) will be accepted however direct emailing to Ashleigh is preferred. No calls or walk-ins, please.

The Music Hall is an equal opportunity employer. We highly encourage those traditionally underrepresented in our industry to apply. For individuals with disabilities who would like to request an accommodation, we encourage you to email jkamensky@themusichall.org.

ABOUT THE MUSIC HALL

In 1878, The Music Hall opened its doors as a Vaudeville theater, bringing a fresh cultural vibrancy to the city of Portsmouth. Fast forward 145 years, and The Music Hall - with a second theater, The Lounge has been pivotal in a revitalization of downtown into one of the most robust arts destinations in New England. We are a vibrant cultural and community hub, hosting over 100,000 patrons annually.

Our Vision

To enrich, entertain, and inspire all through world-renowned and community-based programming in our beloved gathering spaces.

Our Mission

The Music Hall invigorates audiences, nurtures healthy communities, and drives economic vitality in the region, stewarding our Historic Theater and delivering high-quality entertainment, lifelong learning, and shared experiences in our venues.

Job Type: Full-time

Pay: $45,000.00 - $48,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person