Job Title: Patron Experience Associate

Department: Patron Experience

Reports to: Patron Experience Manager

Effective Date: April 2024

Classification: Part Time (16-24 hours per week)

Compensation: $19.50 – $22.00 per hour

Job Summary:

Swallow Hill Music is a nonprofit community for musicians and music lovers who appreciate the ability of music to bring people together. As a home for individuals and families who want to learn about, listen to, and perform music, we invite everyone to connect and experience music in their own way.

Swallow Hill Music hosts exceptional musical experiences throughout the community, focusing on the presentation of world-class artists who enrich the local arts scene and range from up-and-coming noteworthy local performers to seasoned national and international acts. Our music school welcomes students into an inclusive community where they make social connections through music. We are dedicated to bringing the joy of music to life every day.

The Patron Experience Associate is an immersed, hands-on role that touches nearly every aspect of a patron’s interactions with Swallow Hill Music. The Patron Experience Associate serves a vital role as a community builder at Swallow Hill, greeting patrons both brand new and frequent. The Patron Experience Associate is responsible for creating an excellent experience for patrons, faculty, staff, and volunteers, from personal interactions to the physical space into which all are welcomed. Flexibility and a “make it happen” attitude are essential baselines for the position, as the Patron Experience Associate is called upon to meet numerous and varied patron needs.

The Patron Experience Associate is also called upon to support staff and faculty in carrying out Swallow Hill’s onsite programming, including education programs for students of all ages and concert and community programming in our onsite venues.

Schedule: The Patron Experience Associate is the front line of Swallow Hill’s business and facility. Members of the Patron Experience Team are present during all programming hours. Swallow Hill hosts programs seven days a week and operates year-round. Evening and weekend availability is required for this position.

Duties & Responsibilities:

Administration and Customer Service

● Exhibit a strong desire to gain knowledge of Swallow Hill Music’s mission and programming and use that knowledge to build community and promote the organization’s programs

● Maintain a positive and customer-centric attitude at all times

● Be present at the front desk during public business hours, greeting all entrants – patrons, staff, faculty, artists, volunteers – politely and professionally, monitoring the main phone line, voicemail box, and general email account, and alerting staff members when visitors arrive

● Serve as primary administrative staff presence during weekday evening program hours

● Interact with patrons in-person, by phone, and by email to provide information about education programming, concerts and events, outreach programs, membership, donations, and any general inquiries

● Serve as a connector between patrons and the organization, directing patrons to helpful information, resources, or staff members, as appropriate

● Using provided systems, process concert ticket sales, group class and private lesson registrations, membership sales and renewals, gift card sales, merchandise sales, and other transactions as appropriate

● Handle all customer interactions, including complaints, promptly and professionally, escalating matters to a supervisor or other department as appropriate

● Complete other customer-facing duties as assigned, including but not limited to: class and lesson cancellations, program-related messaging, registration changes or requests

Operations

● Prepare spaces appropriately for all Swallow Hill onsite programming

● Maintain common and publicly visible areas in a clean, professional, and safe manner for all persons in the facility and report any maintenance issues appropriately

● Ensure classrooms are properly equipped for educational programs, including meeting instrument, technology, and general classroom needs

● Help maintain and keep track of all equipment used in educational programming – instruments, amplifiers, televisions, computers and other technological hardware

● Serve as an internal connector among organizational departments, collecting and sharing information, coordinating facility and room use, and supporting onsite programming

● Complete daily reports and deliverables to support faculty for educational programs

● Perform all building opening and closing procedures, dependant upon specific shifts

● Complete required accounting and cash reconciliations for transactions completed during a shift

● Interact with and support volunteers in a polite and professional manner

● Using provided resources and contacts, play a primary role in directing patrons and communicating with emergency personnel in case of an onsite emergency situation

Personal Skills/Abilities

● Values diversity and contributes to an inclusive working and learning environment

● Excellent problem-solving skills and the capacity to troubleshoot issues as they arise

● Excellent interpersonal, customer service, and sales skills

● Attention to detail and organizational skills

● Ability to recognize priority among varied tasks and deadlines and to manage time effectively

● Ability to function professionally and effectively in a face-paced environment

● Ability to work well both independently and as part of a team

Technical Skills/Abilities

● Be or become proficient using Google Workspace (Gmail, Google Calendar, Docs, Sheets) products for internal and external communication, collaboration, and information sharing

● Be or become proficient in registration, sales, and CRM platforms as used within the organization

● Be or become proficient in using and assisting patrons to use video conferencing technology such as Zoom and Google Meet

Physical Requirements

● Must be able to lift up to 40 pounds at times when moving heavy music gear

● Prolonged periods of sitting at a desk and working on a computer

● Prolonged periods of movement preparing facility for program schedule, including lifting and carrying

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Education and Experience

Required

● One to two years related customer service experience

Preferred

● Bilingual (Spanish) preferred but not required

● Experience with basic performance backline (drum kits, instrument amplifiers, simple PA setup) preferred but not required

EEO Statement

Swallow Hill provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Swallow Hill complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities and/or programming.

Research shows that women and people of color are less likely to apply for jobs unless they meet every qualification. Our hiring process values various lived experiences. If you’re excited about this role, we encourage you to apply even if your background or experience doesn’t perfectly align with the job description.

How to Apply

To apply for this position, please send a cover letter, resume, and references to Belle Mason, Patron Experience Manager, at belle@swallowhillmusic.org with “Patron Experience Associate Application” in the subject line. Applications will be accepted until the position is filled.

Job Title: Development Director

Department: Administration

Reports to: CEO                    

Salary Range: $100,000-110,000

Classification: Full-time Exempt, with benefits including medical, dental, vision, 401k, accrued sick and vacation time

About Swallow Hill:

Founded in 1979, Swallow Hill Music (SHM, Swallow Hill) is a Denver-based 501(c)(3) organization that strives to positively impact the quality of people’s lives through music. SHM operates a music school and three performance venues at its Broadway & Yale location, and produces outreach activities and community events throughout the Denver metro region as an SCFD-funded Tier II organization with a $6 Million annual budget (2019).

In addition to music therapy sessions, Swallow Hill’s flagship early education program “Little Swallows” is provided for students across the city. The organization is the producing partner for concerts at Denver Botanic Gardens, Four Mile Historic Park, the Butterfly Pavilion, the Clyfford Still Museum, and various music venues. Swallow Hill is a nationally-revered hub for concerts, classes, and community, and is a recipient of both the Mayor’s and the Governor’s Award for Excellence in the Arts, and an inductee of the Colorado Music Hall of Fame and Folk Alliance International’s Business Lifetime Achievement awards.

Job Summary:

Swallow Hill Music is seeking a dynamic and experienced Development Director to lead our fundraising initiatives and build upon our successful programs. The Development Director will be responsible for developing and executing strategies to increase revenue, cultivate relationships with major donors, corporate and foundation partners, and continue to grow our membership program. This role requires a strategic thinker with a proven track record in fundraising and donor engagement who will oversee development staff and contractors, and work closely and collaboratively with the CEO, department leaders, and Board of Directors to increase overall revenue.

As part of a $5 Million dollar budget, it is anticipated that the Development Director will generate a million dollars in restricted and unrestricted revenue. 

Responsibilities

• Develop, plan, and execute a comprehensive development program to achieve or surpass annual revenue goals for foundation, corporate, major and individual donors, members, and planned gifts 
• Plan, coordinate and participate in all aspects of the fundraising cycle including identification, introduction, cultivation, solicitation, and stewardship of all donors in partnership with staff and board leadership
• Create and manage annual development budgets, with corresponding goals and outcomes. 
• Supervise a Membership & Individual Giving Manager, contract grant writer, capital campaign consultant, direct mail firm, event coordinator, and other consultants and vendors as needed
• Work with Swallow Hill’s marketing team to integrate development into all marketing efforts across the organization and maximize investments in materials and messaging
• Serve as staff liaison to the Board and:
• Provide support, education and leadership to enhance the Board’s ability to identify and engage new funding prospects;
• Provide reports to the Board regarding development strategies, tactics and the achievement of goals;
• Work to elevate and expand Swallow Hill’s culture of philanthropy and brand awareness
• Monitor expenditures of grant funds, in conjunction with the Finance and Outreach Departments, in order to prepare and submit financial reports for funders
• Assess and update current systems, policies, and procedures for development efforts including:  cultivation, stewardship, gift/pledge processing, fund reporting, acknowledgments, and tracking within Salesforce Nonprofit Cloud

Qualifications

Qualified applicants must have a minimum of 5 years of experience in development including 3 years of senior management experience, a successful track record in fundraising with a high level of leadership and fiscal management skills. Experience in major gifts, experience working with direct mail or direct marketing teams is preferred. 

The successful candidate should have a passion and enthusiasm for Swallow Hill’s mission and strategic plan to elevate music education and performance in the community. 

The ideal candidate will have a knowledge of the philanthropic community of the Denver Metro area, will be able to leverage existing relationships, and excel in making connections.

Experience with Salesforce or a similar CRM system is preferred.

Transition and Collaboration

As part of the transition process, the new Development Director will work in tandem with the outgoing Development Director, who will remain on as a contractor as needed. This collaboration is crucial to ensure that gifts currently in flight are stewarded properly and relationships with donors are maintained.

EEO Statement

Swallow Hill provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Swallow Hill complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

We will make reasonable accommodation for qualified individuals with known disabilities or whose service requirements interfere with a religious belief, unless doing so would result in undue hardship or a direct threat to Swallow Hill Music.  Please contact human resources at 303.777.1003 to request accommodation, or for questions/concerns regarding this policy.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.

To Apply

Send a cover letter and resume to development@swallowhillmusic.org. Include Development Director in the subject line. Only those candidates who are selected for interviews will be contacted.  

Research shows that women and people of color are less likely to apply for jobs unless they meet every qualification. Our hiring process values various lived experiences. If you’re excited about this role, we encourage you to apply even if your background or experience doesn’t perfectly align with the job description.