As a presenting venue, host for Maryville College performance programs and the live locale for various local arts organizations, the Clayton Center for the Arts is a major cultural hub of Blount County.
Clayton Center patrons flock to its performances and eagerly look forward to each season. Those working at the Center naturally have knowledge and insight into its year-round operations. No one is better acquainted with those inner workings than Mandy Hyde, who has been the Box Office Manager since 2022.
Hyde oversees ticketing operations and patron relations, manages financial reconciliation, creates detailed revenue reports, and supports marketing and communications efforts. Most notably, she serves as the primary contact and go-to person for customer relations.
“The Clayton Center for the Arts is an extraordinary cultural asset,” Hyde said. “I moved here from a much larger city that did not have a facility that was comparable in terms of scope or versatility.”
Hyde’s pride in the Center’s offerings extends to its role as a creative resource. “I’m particularly proud of our season programming, which showcases diverse forms of artistic expression,” she said. “I also deeply appreciate the fact that the Center is available to community groups. The Appalachian Ballet productions are consistently spectacular, and our youth theatre groups utilize the Nutt Theatre and give young performers the opportunity to experience a professional-grade venue.”
Hyde says her job gives her great personal pleasure.
“What I enjoy most is interacting with our patrons and attendees,” she said. “I genuinely value the opportunity to speak with them, whether in person at the box office or lobby, or over the phone. It’s rewarding to learn about the types of performances they enjoy, and what draws them to our venue. While working in California, I experienced customer interactions that were often more transactional in nature. Here in Tennessee, the relationships feel much more personal and relational. There’s a real sense of community, and I appreciate being able to build ongoing connections with our guests.”
Those personal relationships extend even further. “I also deeply value the time I spend with our volunteer usher team,” Hyde explained. “As a relatively recent transplant to Tennessee, I’ve found them incredibly welcoming and helpful. They’ve made my transition feel smoother and more connected.”
Hyde said she enjoys the variety that each day brings. “No two days are exactly the same,” she said. “Some days are primarily office-based…. Other days, I may never even make it to my desk because I’m working an event, assisting patrons, or accepting deliveries for concessions. That variety keeps the job engaging and dynamic. It allows me to shift between strategic planning and hands-on execution, which I enjoy.”
It’s little wonder then that Hyde’s job has given her added insight into what makes audiences feel welcome and appreciated. It’s advice she’s only too happy to share.
“The foundation of strong customer relations is truly listening,” she said. “Taking the time to understand a patron’s needs or concerns makes all the difference. When issues arise, it’s important to approach them with a solution-oriented mindset, even if that means thinking creatively or ‘outside the box.’ Patrons want to feel heard and valued. When we demonstrate that we’re committed to resolving concerns and enhancing their experience, it builds trust and long-term loyalty.”
In that regard, Hyde said she gets continuous feedback from audience members.
“I make a point to be present in the lobby during intermission and after performances so I can personally connect with audience members,” Hyde said. “I enjoy asking folks whether they’re enjoying the show and also answering any questions they may have.”
She said that Clayton Center sends post-performance surveys after all of its season shows to gather structured feedback. “If someone expresses a concern, particularly regarding front-of-house operations such as concessions or ticketing, I follow up directly to ensure the issue is addressed,” Hyde said. “That follow-through is an important part of maintaining strong patron relationships.”
The approach is part of the Center’s management strategy. “We operate as a close-knit team,” Hyde said. “Our team regularly participates in strategy discussions focused on improving operations and enhancing the overall guest experience. My primary focus in these sessions is advocating for changes that elevate the front-of-house experience…. I aim to bring practical, guest-centered insights to those conversations.”
Naturally, Hyde has her own favorites as far as the Center’s recent shows are concerned. She cited this past season’s performance by The Improvised Shakespeare Company. “They performed both a student matinee and an evening show, and each performance was entirely unique and incredibly funny,” she said. “The concept — creating a full 90-minute Shakespearean-style play based solely on an audience suggestion — was truly impressive. Watching their creativity and quick thinking in action was both entertaining and mind-blowing.”
Ultimately, Hyde said she’s pleased to have an opportunity to contribute to the Clayton’s Center’s efforts.
“Working at the Clayton Center for the Arts is meaningful because it combines operations, community engagement and cultural enrichment,” she said. “Every event we host contributes to the vibrancy of our region, and it’s rewarding to be part of an organization that brings people together through the arts.”
