Patron Services Manager

Sydney Lyric, Capitol Theatre and Foundry Theatre, Sydney

Hours of work

Business operations run Tuesday – Sunday. Regular 38-hour work week expected across 5 days with reasonable overtime when required. Work roster to be mutually agreed, with presence over the weekend, evening and public holiday operations expected.

We have an exciting opportunity for a leader with a passion for the theatre industry and customer service to join our Patron Services team at our venues, the Capitol Theatre, Sydney Lyric and Foundry Theatre.

In this role, you will work directly with the Head of Patron Services to make our theatres great venues for our up to 35,000 patrons per week to visit. Your ideas, work ethic, workplace pride, team spirit and commitment to safety are respected hallmarks of the role.

Foundation Theatres continues to grow its operations with the addition of three additional venues to come online through 2025 and 2026 in Sydney. Assisting with leading a large pool of casuals, we are looking for someone with outstanding communication and leadership skills to join our team through this exciting growth period.

About the Position

- Work Type: Full-time
- Location: Sydney Lyric & Foundry Theatre, Pyrmont & Capitol Theatre, Haymarket, NSW
- Hours of work: Business operations run Tuesday – Sunday. Regular 38-hour work week expected across 5 days with reasonable overtime when required. Work roster to be mutually agreed, with presence over the weekend, evening and public holiday operations expected.
- Remuneration will be in accordance with experience

Your day to day

Patron Experience & Operations | Oversee all FOH operations before, during, and after performances and events while ensuring excellent customer service standards are consistently met. Coordinate venue readiness including cleanliness, accessibility, signage, and comfort. Liaise with stage management, box office, technical crew, and other departments for smooth event execution. Manage the arrival, seating, and departure of patrons, including latecomer and accessibility policies.

Team Leadership | Foster a positive, inclusive, and service-driven team culture and provide regular feedback, support and professional development. Recruit, train, supervise, and roster FOH casual staff and supervisors. Lead pre-show briefings and assign roles/responsibilities.

Safety and Compliance | Ensure adherence to WHS and emergency procedures and act as Area Fire Warden or warden as required during evacuations and drills. Handle incidents and first aid situations appropriately and promptly and oversee RSA compliance.

Administration and Reporting | Prepare show reports, incident logs and customer feedback summaries. Maintain accurate staff and attendance and timesheet records. Manage front of house equipment, uniforms and supplies.

Why Foundation Theatres?

- We are offering a stable, full-time position with a generous salary aligned to experience.
- We bring the best commercial theatrical content from around the world to Sydney and provide an exciting environment for presenting exceptional 5-star theatre service.
- We are an Australian family owned and operated organisation. We have a small team with a flat structure, allowing direct and regular access to the executive team. This position is for someone looking for long term stability with the ability to have a voice and make a valuable contribution to our operations.
- We provide excellent growth opportunities both personally and professionally.
- Opportunities to see all our productions.
- A work environment that is inclusive and celebrates the diversity of people neededto bring our theatres to life each day.
- Wellness program that promotes personal wellness with additional leave days and an EAP program available.

What it takes to be great in this role

- You should have 5+ years proven experience in a supervisory or managerial front ofhouse role in theatre, hotel or luxury hospitality. You must also have a current RSA.
- You will possess strong communication, leadership, organisational skills and a high level of organisational and administrative competency.
- Excellent customer service and conflict resolution abilities and the ability to remain calm and professional under pressure.
- Sound understanding of work health and safety, emergency and first aid procedures.
- Immaculate personal presentation.
- A genuine passion for the performing arts industry, a positive ‘can do’ attitude and desire to make a difference within our organisation.

About Foundation Theatres

Foundation Theatres is an Australian family-owned theatre owner and operator. Our current venues are two of Sydney’s premier large commercial theatres, the Capitol Theatre and Sydney Lyric, as well as our new intimate theatre, Foundry Theatre. Our Vision is to provide exceptional, inspiring experiences for theatre makers and theatre goers. Our Mission is to operate thriving, internationally renowned, first-class theatres and to build a robust Australian theatre industry for generations tocome.

Foundation Theatres is renowned for its innovative approach, determination, focus on excellence and passion for the theatre industry. With an absolute focus on customer experience, we recognise that the customer interaction does not start merely when patrons take a seat in the auditorium.Customers expect that they receive a complete end to end entertainment experience, and the Foundation Theatres team, across multiple functional areas, work diligently to ensure these expectations are exceeded.

How to apply

Does this sound like you? If you have the personality and customer focus required for this role, we would like to hear from you. Please apply by sending your CV and cover letter to the Head of Patron Services, hrpatronservices@foundationtheatres.com.au .

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