Senior Manager of Guest Services

Be a Star at the Straz Center for the Performing Arts!

The Senior Manager of Guest Services is responsible for overseeing all aspects of the Guest Services operations including oversight of event planning and all front of house operations as well as direct supervision of house managers volunteers and Event and Accessibility Supervisor. This position in conjunction with the Senior Director of Guest Experience plays a crucial role in ensuring that guests receive exceptional service through the effective selection training and performance measurement of staff as well as the implementation of processes and systems to enhance and continually improve our guests staff and volunteers experience.

Located in downtown Tampa the 335000 square-foot Straz Center one of the largest performing arts complexes in the country offers a team-based work environment that shows our dedication to the community every day. We reward our full-time employees with a strong benefits package including options for health/dental vision etc. discounted downtown parking food and show discounts plus a generous 403(b) plan and up to 27 days of PTO/Holidays per year.

Essential Functions:

Leadership and Operational Responsibilities:

• Leadership and Motivation: Create a positive working environment based on continual improvement and growth that is both inspiring and rewarding.
• Recruiting and Development: Attract recruit and develop House Managers Volunteers and Event Coordinators to ensure there is a high performing and effective team with clear talent pipeline and development opportunities.
• Fiscal and Budgetary Controls: Supports the Senior Director of Guest Experience to ensure all equipment materials and training is provided for Guest Services whilst achieving budgetary goals.
• Health and Safety: Ensures compliance with all relevant regulations and standards including health and safety and privacy laws. Coordinates Guest Services reporting through collaboration with House Managers and Events Supervisor.
• Planning: Ensures House Manager and Volunteer schedules are accurate and communicated within at least 2 weeks of events. Attend Production meetings and other event planning sessions to ensure all events within the Straz campus are effectively planned and executed.

Event Planning and Management:

• Event Management: Oversee house management schedule and overall operations for all performances and events ensuring a seamless and enjoyable experience for guests. Coordinate with other departments to ensure smooth FOH event operations.
• Customer Service: Uphold high standards of customer service and guest satisfaction. Address guest inquiries and resolve any issues or complaints in a courteous and efficient manner.
• Safety and Compliance: Ensure all safety protocols and procedures are followed. Conduct pre-event briefings and post-event evaluations to continuously improve operations.

Volunteer Coordination:

• Recruitment and Training: Attract recruit and onboard new volunteers. Develop and conduct comprehensive training sessions to ensure volunteers are well-prepared for their roles.
• Scheduling and Communication: Create and manage volunteer schedules for all performances and events. Maintain regular communication with volunteers regarding their assignments and any updates or changes.
• Support and Supervision: Provide ongoing support and supervision to volunteers during events. Address any issues or concerns promptly and professionally.

Software System Management:

• Ensure the systems used by Guest Services meet the needs of the team in particular delivering accurate and effective schedules for volunteers and house managers.
• Continuous Review: Review and research scheduling software to ensure Guest Services has efficient and effective systems which improve the volunteer and staff experience.
• Training and Support: Ensure staff and volunteers are provided with the tools and techniques to use our systems effectively.

Incentive and Reward Program:

• Program Management: Implement and monitor processes to ensure the timely delivery of the volunteer incentive and reward program.
• Stakeholder Engagement: Collaborate with volunteers and staff to gather feedback and suggestions for improvements to the volunteer experience.
• Appreciation Events: Deliver an annual schedule of appreciation events for all volunteers each season to ensure our volunteers feel valued and recognized. This will compromise of and is not limited to an annual appreciation event for all.

Guest Accessibility Management:

• Collaborate with the Senior Director of Guest Experience and the Accessibility Committee to set ADA strategy and objectives that align with the Straz strategic plan.
• Conduct regular accessibility audits of the facility and services ensuring compliance with all ADA requirements.
• Serve as the primary liaison between the Accessibility Committee and other departments within the Straz Center.
• Gather feedback from guests and research best practices in ADA services across similar industries.
• Complete business proposals for ADA projects to ensure the Straz is delivering world leading guest experiences.

Supervisory Responsibilities:

• This position directly supervises the Events and Accessibility Supervisor and House Managers and is the reviewer / indirect supervisor for the Events and Guest Services Coordinator.

Secondary Duties and Responsibilities:

• Contributes to overall team effort in planning and development and shares in the decision-making process implementing and promoting all decisions in a spirit of cooperation.
• Acts as Manager on Duty as required.
• Collaborate with other departments to ensure a seamless guest experience.
• Assists in departmental functions and special events and performs other duties when necessary to ensure the overall smooth operation of the department.
• The job description is intended to describe the general nature and level of the work being performed by people assigned to this position. This is not an exhaustive list of all activities duties or responsibilities that are required of the employee for their job. Straz Center management reserves the right to amend or change duties responsibilities or activities to meet business and organizational needs as necessary at any time with or without notice.

Minimum Qualifications (Knowledge Skills and Abilities):

• Strong computer aptitude with Microsoft software including Outlook Excel Word and Access.
• Strong leadership and team-building skills ability to motivate and inspire staff to deliver exceptional service.
• Excellent interpersonal and communication skills ability to interact with guests staff and stakeholders at all levels.
• Proven interpersonal abilities and the capacity to handle challenging situations with tact and diplomacy.
• Knowledge of ticketing systems crowd management techniques and safety protocols.
• Ability to work evenings weekends and holidays as required by event schedules.
• Demonstrated commitment to diversity equity inclusion and accessibility in guest services practices.
• Possesses good human relations skills; strong written and verbal communication skill.
• Ability to handle medical and emergency situations.
• Experience in crowd management and control.
• Demonstrates poise and tact with dealing with Patrons (external and internal).
• Ability to move and lift heavy boxes move tables and chairs.
• Able to work a flexible schedule to include evenings and weekends.

Education and Work Experience:

• Five years of management experience required.
• Minimum of two years experience as a Front of House Manager preferred.
• Minimum of one year experience managing a volunteer work force is required.
• Certification in CPR and Basic First Aid preferred.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary functions.

• While performing the duties of this job the employee is regularly required to sit and use the telephone. The employee is frequently required to walk or stand; reach with hands and arms and talk or hear. The employee is occasionally required to use hands to finger handle or feel.
• The employee is regularly required to lift and move boxes tables chairs or event materials weighing up to 40 lbs.
• The nature of this job requires the employee to work on-site as a regular work routine.
• Limited travel will be required for this position.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the primary functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary functions.

• The noise level in the work environment is usually moderate.

The David A. Straz Jr. Center for the Performing Arts Inc. is an equal opportunity employer committed to being an inclusive workplace and strongly believes in the importance of having a diverse group of individuals represented. All qualified applicants will receive consideration for employment without regard to race color religion national origin sex sexual orientation age disability gender identity marital or veteran status or any other protected class.

Please visit our website at to learn more about the Straz Center.

Required Experience:

Senior Manager