Patron Services Associate

Ford’s Theatre Society is currently seeking applications for the part-time position of Patron Services Associate
. This role is integral to ensuring that the campus of Ford’s Theatre is accessible and welcoming for patrons. Ideal candidates will be detail-oriented, well-spoken, energetic, approachable and dedicated to providing the highest level of customer service, safety and engagement for those visiting the historic site and museum or attending a mainstage performance or public program.

As a location steeped in culture, history and the performing arts, Ford’s Theatre welcomes a high volume of patrons each year for historical visits and live performances. The site is open nearly every day of the year, except Thanksgiving and Christmas, from 8:30 a.m. to 6 p.m., and it remans open until 10 p.m.—occasionally later—for evening shows and events. This role is an essential public-facing, front-line position that executes both visitor services and front-of-house theatre responsibilities.

• Customer Service and Engagement
• Engage proactively with guests, greeting them and offering accurate instructions, directions, recommendations and historical context to enhance their visit to the Ford’s Theatre campus and Washington, D.C.
• Create a warm and welcoming environment for all patrons to have a positive and enriching experience.
• Address and resolve patron concerns or complaints professionally and efficiently, escalating complex issues to the Patron Services Managers when necessary.
• Actively support accessibility programs and initiatives by assisting patrons who require accommodations and ensuring those needs are met.
• Ensure that safety and security standards and protocols are followed by all visitors to the campus, enforcing venue policies and taking appropriate action when needed.

• Work closely and effectively with National Park Service rangers, park guides and volunteers to ensure a smooth, welcoming, pleasing and informative experience for all historic site visitors.
• Complete opening and closing procedures, as scheduled, to prepare Ford’s Theatre for visitation, performances and programs and to secure the campus at the end of each day.
• Operate ticket scanners and manage entry for timed museum experiences; monitor visitor flow and ensure public spaces remain orderly, safe and accessible.
• Conduct regular checks of exhibit areas to maintain cleanliness and functionality.
• Engage patrons in conversation regarding the history of Ford’s Theatre, the life and legacy of Abraham Lincoln and aspects of the Civil War in a manner that supports the interpretive plan for Ford’s Theatre.

• Ensure that theatre spaces are prepared for each event, including cleanliness and tidiness of lobby areas, restrooms, entrances/exits and theatre seating areas.
• Work closely with other departments and volunteer ushers to ensure efficient audience flow, accurate patron seating, distribution of accessibility devices and attention to patron needs before, during and after performances.
• Under the direction of the House Manager, enforce theatre policies regarding late seating, health and safety compliance, noise disturbance and the use of electronic devices for photography or audio/video recording.
• Know and understand the emergency action plan for Ford’s Theatre and respond calmly and precisely to execute appropriate procedures in the event of an emergency.
• All members of the Patron Services team are required to see the final dress rehearsal of each production.

• Must be available to work evenings, weekends and holidays.
• Possess stamina to stand for long periods of time and be able to move or lift up to 25 pounds, with assistance.
• Complete ongoing training benchmarks for front-line staff.
• Perform other duties as assigned.

• Strong interpersonal and communication skills with a customer-focused mindset
• Positive, collaborative and resourceful attitude but flexible, with effective decision-making and problem-solving skills
• Ability to remain calm and professional in a high-volume environment and to adapt to changing conditions and…