Manager, Guest Services

POSITION SUMMARYThe Manager Guest Services is responsible for the administration and management of all front of house operations in our continuing effort to deliver exceptional guest service while also maintaining financial profitability. This position oversees and coordinates all personnel activities and operations in the front of house (FOH) spaces including ticketed performances special events and rentals. The Manager works collaboratively with colleagues and partners to leverage their outstanding guest service communication and leadership skills to ensure that every guest experience at Dr. Phillips Center is an exceptional ESSENTIAL JOB FUNCTIONSReview all arts center scheduled activities; make operational plans to meet the needs of performances events and guests. Attend and participate in weekly logistics meetings. Review internal and external factors that may impact the flow of guest ingress/egress and the guest experience; quickly diagnose challenges/opportunities and make adjustments as needed (i.e. internal needs and external events). Act with a sense of urgency in communicating last minute changes to all stakeholders (guest services team security valet Production F&B and others based on need).Receive and clearly communicate show requirements to the team. Verify that needs are being accommodated as requested. Ensure that daily pre-shift meetings are being held and critical information is being delivered to colleagues to ensure patron and guest satisfaction. Includes partners (ex. Valet security) as needed in communication of daily operations and logistics to determine best practices to enhance the overall guest experience. Makes recommendations and implements changes for improved in recruiting hiring training supervising developing and motivating all Guest Services colleagues to include: Front of House Managers Lead Guest Service Representatives Guest Service Representatives and assigned Volunteers. Assist in creating and delivering annual guest service refresh training to all FOH colleagues Administer performance reviews and address performance concerns in a timely manner following all arts center post-show survey data to monitor and assess service and satisfaction trends; evaluate and address issues and make operational improvements accordingly. Respond to guest concerns in a professional proactive and timely in advancing and settling merchandise sales; follow all finance procedures for proper and timely payroll and submit actuals for show settlement in a timely in maintaining and following the departmental budget. Assist Director in annual Work Plan with the Director of Safety and Security on all safety/security training of colleagues. This includes annual and recertification training on: fire safety bomb threats active shooter severe weather evacuation procedures AED choking and CPR training. Maintain certification as Leader or Manager on Duty for performances and other special events. Assists and coordinates with security team in the event of FOH emergencies to ensure colleague and guest safety. Completes reports as required for any as initial contact for guest issues complaints inquiries feedback and solutions via face-to-face interactions phone and email communication. Coordinate with other departments including Production Security Box Office Development Facilities and the art center partners to handle all performance and event required reports and administrative and support all operational policies and procedures. Assimilate into the arts center culture through understanding supporting and demonstrating the core a professional and friendly relationship with other departments colleagues and to remain calm under pressure. Ability to work effectively with internal and external guests some of whom will require high levels of patience tact and diplomacy. Maintain Dr. Phillips Center standards of guest service at all duties as AND EXPERIENCEBachelors Degree in a related field have at least 3 years of experience with increasing responsibility in performing arts entertainment or hospitality years of leadership experience including coaching and providing feedback to a team with varying skill levels. Must have at least 1 year of experience engaging and leading with computerized ticketing systems access control software (i.e. ticket scanners) venue calendars and colleague scheduling/time clock in current rules governed by the Americans with Disabilities Act as they pertain to access seating and to comprehend complex situations and identify successful resolutions. Able to adapt to change work effectively under pressure and produce results in a fast-paced communication skills both verbal and written. Detailed oriented and have effective multitasking knowledge of Microsoft Office to read understand and follow all budgetary guidelines. Must be able to complete moderately complex mathematical functions. Must be familiar with credit card and cash handling CONDITIONS OF EMPLOYMENTThis position requires the ability to work a variable schedule evenings weekends and holidays to meet operational needs.