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Patron Services Department

Lisa McGowen
$organization

Hello, 

We are considering restructuring our Patron Services Department and I was curious to see how other Tessitura organizations have theirs set up.  

We currently have a Director of Patron Services who over sees both the Call Center and Ticket Office.  The Ticket Office consists of a Ticket Office Manager, who handles the day to day operation of the office and an Assistant Manager to help lighten the load.  We also have 4 full time PSR's.  The Call Center has a Manager and 7 part time callers who also work occasional concert shifts and Ticket Office shifts to assist during the busy season.  Our Call Center and Ticket Office are essentially fully integrated, sharing an office.

We're beginning to feel a little top heavy in our structure and have considered absorbing the Director position giving everyone more responsibility and perhaps hiring a Senior Patron Services Representative.  Does anyone have a department structure similar to this, or has anyone recently gone through a restructure who would like to share their experience?

Parents
  • $organization

    Lisa,

    It sounds like our organization is a bit smaller than yours in terms of personnel, but our in-house Ticketing Department essentially has:

     

    1. General Manager
    2. Sales Manager
    3. Box Office Coordinator
    4. Group Sales Associate

     

    We're in kind of an odd situation with tickets, however, since our Performing Arts Center uses ProVenue. So there are online sales that exist a bit disconnected from our office (though any follow-up/troubleshooting goes through our employees), and there are also PAC ticket sales staff members who assist in selling tickets pre-performance and at the walk-up window.

    We've also been contracting for telefunding to get subscription sales over the past few seasons, but obviously, all of those positions live outside our office and just get direction from our Sales Manager for the term of the contract.

    By comparison, it sounds like (internally) we're already in a situation closer to what you may be imagining where everyone has a fair amount of responsibility and there isn't necessarily a top hierarchy position that does most of the work and then delegates downward.

    Thank you,

    Brian

Reply
  • $organization

    Lisa,

    It sounds like our organization is a bit smaller than yours in terms of personnel, but our in-house Ticketing Department essentially has:

     

    1. General Manager
    2. Sales Manager
    3. Box Office Coordinator
    4. Group Sales Associate

     

    We're in kind of an odd situation with tickets, however, since our Performing Arts Center uses ProVenue. So there are online sales that exist a bit disconnected from our office (though any follow-up/troubleshooting goes through our employees), and there are also PAC ticket sales staff members who assist in selling tickets pre-performance and at the walk-up window.

    We've also been contracting for telefunding to get subscription sales over the past few seasons, but obviously, all of those positions live outside our office and just get direction from our Sales Manager for the term of the contract.

    By comparison, it sounds like (internally) we're already in a situation closer to what you may be imagining where everyone has a fair amount of responsibility and there isn't necessarily a top hierarchy position that does most of the work and then delegates downward.

    Thank you,

    Brian

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