Director, Guest Experience

Position Summary: The Director of Guest Experience ensures that all guests receive a high-quality guest experience in-line with Pablo’s Purpose Statement, “We Entertain”. Ensure all FOH processes and procedures, including the training, management, and development of dedicated FOH staff (Managers, Bartenders, Ushers, and Box Office Staff), support Pablo’s Purpose Statement and goal to provide the best guest experience possible. Responsible for overseeing front of house and box office operations, as well as providing comprehensive database support within ticket software and concessions Point-of-sale.

Principal Duties and Responsibilities:

1. Perform internal audits to monitor compliance with established policies and procedures for vouchers and complementary tickets.

2. Review operational volumes and other data to measure financial and operational performance and identify areas for efficiencies, increased productivity, and improved service levels.

3. Counting and closing out daily cash and sales.

4. Generating show audits, method of payment forms and other post-show reports needed for show settlement and record-keeping.

5. Work with other departments to ensure successful operation in each area.

6. Assist Front of House Team in the hiring, promotion, corrective actions (including dismissal), and implementation of pay adjustments and promotions of facility personnel, as appropriate and approved by the Directors/Managers, in conjunction with Human Resources.

7. Work with Pablo departments to develop and administer training Programs, including initial on-the-job functional training for new hires, customer service training, safety and emergency training, and remedial training as warranted to support positive guest experience outcomes.

8. Conceptualize, develop, and implement programs to foster staff development and employee training, improve service levels, and enhance staff motivation and dedication.

9. Working with stakeholders to ensure they are properly trained on ticketing software and POS functionality.

10. Ensuring that every interaction a patron has at Pablo Center is positive and memorable.

11. Enforcing policies and procedures as outlined in the employee handbook.

12. Identifying, recommending, and implementing system improvements.

13. Encouraging a kind, collaborative, creative, and energetic work culture.

14. Overseeing employees, as dictated by the organizational chart.

15. Maintaining event ticket inventory, including all comps and holds for live events.

16. Educating guests, team and community members about our purpose, philosophy, and vision.

17. Addressing and documenting any infractions of policies and procedures by any direct reports.

18. Attending and actively participating in staff meetings.

19. Updating job knowledge by participating in educational opportunities/professional development.

20. Bar, FOH and Cash drawer key holding. Building Keys in cooperation with Director of Production and Operations.

21. Cash handling.

22. Performing other related duties as assigned.

Additional Duties and Responsibilities:

· Attending and actively participating in staff meetings.

· Updating job knowledge by participating in educational opportunities/professional development.

· Bar, FOH and Cash drawer key holding. Building Keys in cooperation with Director of Production and Operations.

· Cash handling.

· Performing other related duties as assigned.

Work Relationships and Scope:

Reports directly to Executive Director. Supervises Front of House Staff including all Bartenders, Ushers, Box Office Staff.

Competencies:

· Succinct, consistent, supportive, and transparent communication is utilized with all levels of the organization, regardless of the nature of the messages.

· Goals and information are shared in direct, honest, and straightforward manner to ensure there are no unnecessary surprises and ensures all staff are on the same page.

· Constructive feedback is encouraged and willingly accepted; Respectful debate is viewed as vital to effective communication.

· Actively listens, is available to team members, asks open-ended questions, and considers all options.

· Takes responsibility for decisions they make or participate in, regardless of whether the outcomes are successful.

Guiding and Developing Staff

· Creates development opportunities by delegating and engaging team members in opportunities around the organization. Provides team members the freedom to work independently to take informed risks and make mistakes, while providing effective feedback and guidance to grow and develop.

· Shows empathy, compassion, and care for team members throughout their development, starting with a positive, engaging, on-boarding experience.

· Sets high, but achievable, performance expectations, and holds others accountable for achieving results. This includes providing frank, meaningful feedback when improvement is required, but no micromanaging.

· Provides clarity of desired outcomes and guides others in accomplishing work objectives.

· Shows sincere appreciation and recognition to team members across the organization for achieving goals, milestones, an/or living the Core Purpose and Core Values. This recognition is conducted both formally and informally.

Execution

· Makes things happen; follows through and delivers o their own projects, tasks, and commitments, and produces results.

· Removes obstacles to allow others to deliver on their commitments and goals and enables others to take ownership.

· Works to develop effective goals and continues to ensure the right goals are set.

· Leads and drives continuous improvement to continually nurture the Guest Member and the Team Member experience.

Collaboration

· Develops networks, engages in cross-functional activities, and collaborates across boundaries, demonstrating curiosity, valuing diversity and individual differences, and finding common ground to build strategic relationships and achieve common goals.

· Establishes a safe environment where all opinions can be expressed, discussed, and debated, while preserving and strengthening relationships. Optimal solutions are identified and executed.

Knowledge, Skills and Abilities:

Required:

· Proven track record of self-starting, with an emphasis on creating or streamlining systems for maximum efficiency.

· Highly professional demeanor with a growth mindset.

· Must possess excellent oral, written communication, and presentation skills, with a focus on a high degree of tact and professionalism in representing Pablo Center at all times.

· Willingness to support internal and external stakeholders with flexibility, collaboration, and positivity.

· Must be able to anticipate project needs, discern work priorities, and meet deadlines with little supervision.

· Must be willing to work flexible schedule, including evenings and weekends.

· Excellent interpersonal skills including the ability to build rapport both in person, via email and by phone, with high professionalism.

· Excellent Interpersonal skills including the ability to build rapport both in person, via email and by phone with high professionalism.

· Detail-oriented, organized, and able to manage multiple daily priorities, manage multiple projects and work assignments concurrently.

· Ability to work effectively under pressure and with deadlines.

· Proficient in Microsoft Office, experience with Adobe Acrobat Pro and database software.

· Ability to work well in a collaborative environment with a team mindset.

· High degree of positivity and team attitude especially when managing multiple projects and priorities.

· Demonstrated curiosity and willingness to learn new skills.

Preferred:

· Previous experience working in an arts center and/or non-profit organization.

· Experience successfully managing staff.

· A minimum of three years of work experience in a related field.

Working Conditions:

Work is performed mainly in a pleasant environment with minimal exposure to injury. Regular scheduled evening and weekend work is required.

Confluence Council, Inc has the following mission:

Pablo Center at the Confluence welcomes, connects, inspires, and transforms, motivated by the belief that through art, education, and entertainment we can build stronger communities and a more enlightened world.

Pablo Center staff have a purpose statement of: We Entertain

We all share in a culture supportive of: Accountability, Balance, Candor, Clarity, Curiosity, Innovation, Integrity, and Respect.

Physical Demands:

While performing the duties of this job, the employee is regularly required to communicate in person and on the telephone. The employee is frequently required to use hands to finger, handle, or feel in order to operate computer keyboard, office equipment, and other essential tasks. The employee is frequently required to sit, stand, walk, bend, stoop, crouch, and reach with hands and arms.

Equipment Operated:

Utilizes networked PC and/or MAC, Microsoft Office (Excel, Word, Outlook, Access, Powerpoint), and standard office equipment (phones, multi-function copier, tablets, calculator, etc.).

Acknowledgement:

This job description describes the general nature and level of work performed by employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job. The employee may be required to perform other job-related duties as requested by the Executive Director. All requirements are subject to change over time, and to possible modification to reasonably accommodate individuals with a disability.