Event & Guest Experience Manager VPAC

PRIMARY PURPOSE:

Provide leadership and oversight of front-of-house operations for the Visual & Performing Arts Center (VPAC). This position is responsible for coordinating event readiness supervising guest services staff and ensuring a high level of customer service for all events. Serves as a key liaison between operations ticketing concessions and event coordination teams to ensure seamless execution of district and external events.

QUALIFICATIONS:

Education/Certification:

• Bachelors degree preferred (Business Hospitality Event Management or related field)

• Equivalent combination of education and experience may be considered

Special Knowledge/Skills:

• Strong leadership customer service and organizational skills

• Ability to manage multiple events and priorities simultaneously

• Knowledge of event operations front-of-house procedures and venue management

• Ability to read event diagrams BEOs and room layouts

• Proficiency in Microsoft Office; scheduling software experience preferred

• Strong communication and problem-solving skills

Experience:

• Minimum of two (2) years of experience in event operations guest services or hospitality

• Experience in theaters arenas performing arts centers or similar venues preferred

TERMS OF EMPLOYMENT:

244 days

Work schedule includes nights weekends holidays and early mornings as required by events.

SALARY:

BA 5 - $76329

Salary Range (based on experience) as set by the Board of Trustees.

ESSENTIAL FUNCTIONS:

Event Coordination & Operations

• Coordinate front-of-house operations for multiple VPAC events

• Review event details staffing plans and operational needs prior to events

• Conduct event walkthroughs to ensure accuracy of setup signage and readiness

• Assist with scheduling and communication of event details to departments

• Ensure all staffing equipment and service needs are met prior to event start

Front of House Leadership

• Oversee and direct ushers ticketing staff and front-of-house support personnel

• Serve as lead on-site contact for guest services during events

• Ensure adherence to customer service standards and district policies

• Training mentoring and evaluating front-of-house staff

Guest Services & Client Relations

• Provide high-quality customer service to patrons clients district staff and promoters

• Serve as liaison between clients internal departments and event staff

• Resolve guest concerns complaints and service issues in a professional manner before during or after events.

• Maintain a welcoming safe and accessible environment for all patrons

Event Planning Support

• Participate in production meetings and planning sessions

• Assist with event logistics room layouts and operational planning

• Support coordination of staffing needs and communication of event timelines

• Collaborate with event coordinators and management on execution strategies

Ticketing Accessibility & Venue Coordination

• Work with box office staff to support ticketing operations and ADA accommodations

• Ensure accessible seating and services are properly coordinated

• Support will-call entry operations and patron flow as needed

Event Day Oversight (MOD Responsibilities)

• Serve as Manager on Duty (MOD) during events as assigned

• Monitor event operations and adjust staffing or workflow as needed

• Ensure compliance with safety security and emergency procedures

• Maintain oversight from pre-event setup through post-event breakdown

ADDITIONAL DUTIES:

• Assist in developing and maintaining front-of-house procedures and standards

• Support revenue-generating activities by enhancing guest experience and repeat business

• Assist with reporting billing coordination or administrative tasks as needed

• Perform other duties as assigned

SUPERVISORY RESPONSIBILITIES:

• Direct supervision of part-time front-of-house staff (ushers ticketing guest services)

• Provide leadership training and evaluation support

MENTAL DEMANDS/PHYSICAL DEMANDS/ENVIRONMENTAL FACTORS:

Tools/Equipment Used:Standard office equipment radios ticket scanners scheduling/event software

Posture:Standing and walking for extended periods; occasional sitting

Motion:Frequent walking bending reaching and lifting

Lifting:Ability to lift up to 50 pounds

Environment:Indoor and outdoor event settings; high-volume crowd environments

Mental Demands:Work with frequent interruptions; maintain emotional control under stress; manage multiple priorities

NOTICE TO TRS RETIREES:

Work hour restrictions may apply. Contact TRS at 1- for guidance.

APPLICATION INFORMATION:

Applications will be reviewed. Not all applicants will be interviewed. Hiring Managers may choose to email you regarding this application. Please monitor your email regularly for any communication.

Required Experience:

Manager