Director of Patron Experience
CATEGORY: Other
Chautauqua Institution
Chautauqua, NY
US
CONTACT NAME
Carleena Lendt
Job Details
DESCRIPTION
The Director of Patron Experience is a leader responsible for designing and delivering an integrated, mission-aligned experience for all visitors to Chautauqua Institution. This role oversees the full patron lifecycle — from pre-arrival planning and onboarding communications to on-grounds navigation and post-visit follow-up — ensuring that every engagement reflects Chautauqua’s values, enhances satisfaction, and deepens long-term loyalty.
This position leads front-of-house operations across all venues; manages centralized patron services (ticketing, information, concierge, accommodations support); directs data-driven improvements through survey insights and audience feedback; and collaborates with Marketing & Communications to execute coordinated, personalized campaigns. The Director ensures that every touchpoint is welcoming, clear, consistent and exceptional. This unified approach ensures a seamless, mission-aligned experience for every patron — before, during, and after their visit — while also driving revenue, brand loyalty, and long-term engagement.
About the Opportunity
About Your Work
Patron Services & Centralized Operations
- Lead the integration of all patron-facing services — ticketing, information, accommodations, concierge, and on-grounds support — into one unified operation.
- Ensure exceptional, personalized service for all visitor types: season pass holders, property owners, groups, single-ticket buyers, first-timers, and returning patrons.
- Oversee the private accommodations program, maintaining strong property-owner relationships and consistent hospitality standards.
- Champion accessibility, inclusivity, and proactive issue resolution in all interactions.
- Direct issue-management systems that deliver fast, transparent, mission-aligned responses to patron concerns.
- Build cross-functional systems connecting ticketing, sales, and accommodations to broader institutional goals.
- Provide senior leadership for front-of-house operations and collaborate with security, production, and facilities to ensure safety, hospitality, and accessibility.
- Develop and effectively manage the annual operating budgets for the department.
Patron Journey, Communications & Lifecycle Management
- Lead the design, copywriting and implementation of sales, ticketing, pre-arrival, on-site, and post-departure communications tailored by segment.
- Partner with Marketing & Communications to deploy and build automated, personalized journeys through Marketing Cloud (email, SMS, digital platforms, CRM).
- Ensure all communications clearly guide patrons through planning, arrival, wayfinding, daily engagement, and follow-up.
Front-of-House & On-Grounds Experience
- Provide senior leadership across front-of-house operations at the Amphitheater, Norton Hall, Bratton Theater, and other venues.
- Set and enforce hospitality, safety, accessibility, and inclusivity standards.
- Coordinate with security, production, transportation, events, and facilities to optimize the guest environment.
Data, Survey Analysis & Continuous Improvement
- Lead Chautauqua’s survey program (NPS, post-event, post-stay, segment-specific).
- Convert insights into operational and strategic improvements that enhance satisfaction, retention, and engagement.
Patron Experience Leadership & Strategy
- Develop and lead an integrated patron experience strategy across all institutional touchpoints.
- Define and track KPIs, including customer satisfaction, NPS, and service excellence measures.
- Use data, trends, and patron feedback to drive continuous improvement and innovation.
- Champion a culture of hospitality and service excellence among staff.
About You
Education and Experience
- Bachelor’s degree in business, hospitality, arts administration, or related field; equivalent experience considered.
- Minimum of 5 years of leadership experience in patron services, ticketing, hospitality, accommodations, or sales, ideally in an arts, cultural or destination setting.
- Venue management experience, preferably in the entertainment Front-of-House supervision.
- Experience with Salesforce and Marketing Cloud preferred.
Skills and Abilities
- Demonstrated success in centralizing diverse services into a unified operation.
- Strong record of sales growth, customer engagement and revenue development.
- Expertise in ticketing/CRM systems, accommodations platforms and guest service technology.
- Exceptional leadership and communication skills with experience managing large, diverse teams.
- Knowledge of customer service best practices, accessibility standards, and satisfaction measurement.
- Commitment to fostering an inclusive, welcoming, and equitable environment.
Leadership Competencies
- Strategic Integration: Aligns ticketing, accommodations, concierge, sales, and issue management into a cohesive Patron Services model.
- Operational Excellence: Builds efficient systems that scale and deliver consistently high-quality experiences.
- Stakeholder Engagement: Cultivates strong relationships with patrons, property owners, and partners.
Total Rewards for Our Talent
The compensation range for this opportunity starts at $70,000/annual and, with demonstrated experience and qualifications, candidates may earn up to $90,000/annual. Chautauqua Institution’s competitive compensation and benefits suite include a national health insurance network with Highmark, flexible spend (or health savings) account options, dental and vision insurance, complimentary life insurance, wellness incentives, an employee assistance program, supplemental life insurance, and long-term disability options. The Institution supports planning for retirement through a discretionary employer retirement plan contribution, which has recently been 6% of gross compensation following the designated service period.
About Your Department
The Marketing, Communications, and Enterprise department at Chautauqua Institution serves as a vital hub for strategic communication, brand management and revenue generation. This department is responsible for promoting the Institution's diverse cultural, educational, religious, and recreational offerings to a wide audience. Through thoughtful planning and targeted messaging, the team engages stakeholders and new audiences and enhances the Institution's visibility and impact. By leveraging both traditional and digital channels, they strive to foster meaningful connections and uphold the Institution's reputation as a center for intellectual exploration and cultural enrichment.
About Your Work Schedule & Location
The schedule is full time and may include daytime and evening hours, weekdays, and weekends, especially in the busy summer operating season and during project go-live periods.
This position is based on-site at Chautauqua Institution’s Main Campus in Southwestern New York (Chautauqua County). On-campus residence is required during the Summer Assembly Season from June–August. The flexibility for hybrid telecommuting or remote work outside of summer operations may be considered.
About Chautauqua Institution
Chautauqua Institution is a not-for-profit global convener of dialogue on the most significant issues of the day through engagement across four pillars of the arts, education, religion, and recreation. The Chautauqua community is located on the shores of Chautauqua Lake in southwestern New York State and comes alive each summer with a unique mix of visual and performing arts, lectures, interfaith worship/programs, and recreational activities. Chautauqua Institution owns and operates Chautauqua Hotel Company, a comprehensive hotel, food & beverage, conference, and events organization.
About the Referral Program
Chautauqua Institution’s Referral Bonus Program is a talent solution to recruit, develop, and retain a diverse workforce that encompasses all the skills and experience necessary to deliver on our goals and objectives. Chautauqua Institution will provide a $500 referral bonus (less taxes) for active employees referring a new candidate who is hired and remains employed for at least 90-days from the first physical date of work. In the case of seasonal positions working less than 6-months, the new candidate must remain actively employed for at least 30-days from the first physical date of work and until the closing date of the season. The closing date of the season is the last Sunday in August.
Discovering Your Chautauqua Experience
There are countless ways that our talent will engage with our mission, vision, and diverse communities, and you are invited to immerse yourself in our programming as a gateway to this experience. Employees will receive a traditional Chautauqua gate pass, free of cost, which provides access to many of our programs at the Amphitheater.
Our Commitment to IDEA
Chautauqua Institution values Inclusion, Diversity, Equity, and Accessibility (IDEA) as a priority in our strategic plan, 150 Forward. One of our five core values is “The dignity and contributions of all people.” We are committed to creating conditions where everyone can engage as complete and valued participants in the Chautauqua experience. The Institution is an equal opportunity employer committed to equitable and inclusive hiring practices. Applicants and employees will not be discriminated against based on any status protected under federal, state, or local law. We especially welcome applications from those who can demonstrate experience, engagement, and professional expertise in IDEA.
Joining Our Talent Community
Join our talent community online at CHQ.org/employment. You are encouraged to learn more about Chautauqua Institution at CHQ.org and view the 150 Forward Strategic Plan at 150fwd.CHQ.org.
DURATION
Feb 16, 2026 -
SALARY
$70,000.00 – $90,000.00 per year