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Director of Hospitality and Audience Experience

4 months ago

Saint Louis, United States St. Louis Symphony Orchestra Full time
Job DescriptionJob Description

The Director of Hospitality and Audience Experience oversees all aspects of hospitality services to enhance the SLSO concert experience, while upholding exceptional service standards and fostering a culture of welcome and belonging for all. This key position supervises a front of house team, including front of house managers, an event manager, ushers, and food and beverage staff, inspiring and mentoring a diverse group of hospitality professionals. Reporting to the Chief Marketing and Communications Officer, the Director of Hospitality and Audience Experience collaborates across the organization to develop innovative audience engagement strategies and deepen patron loyalty. This is an exciting time to be part of a vibrant organization and make a significant impact. Plans are underway for the orchestra’s return to the renovated and expanded Powell Hall, scheduled to reopen in September 2025. The successful candidate is strategic, proactive, and passionate about the SLSO’s mission, with outstanding leadership and hospitality skills, and the ability to interact effectively with patrons, donors, staff, and stakeholders at all levels.

Responsibilities:

Customer Service

  • Establish and uphold exceptional service standards for all patron-facing staff and volunteers. Create a noteworthy hospitality and customer service brand for the SLSO for all activities taking place at Powell Hall and other SLSO performance venues.

  • Develop and share hospitality and customer service training guidelines, policies, procedures, and patron engagement initiatives to empower staff and volunteers. Lead organized training sessions and provide on-site guidance.

  • Incorporate the SLSO customer service culture with affiliated business partners, including security, shuttle drivers, and housekeeping. Provide partners with training and information to achieve a unified look and feel to SLSO hospitality services.

  • Work closely with marketing and communications to ensure timely messaging to patrons and staff about concert and event logistics. Use audience survey results proactively to change and improve services.

  • Provide guidelines for the effective resolution of customer concerns and complaints. Ensure follow-up and documentation through the Tessitura database. Serve as the point person for escalated customer service issues.

Front of House Management

  • Oversee all aspects of hospitality services, including concessions, bars, premium experiences, staffing, and volunteer management to ensure seamless operations and patron satisfaction.

  • Participate in SLSO season planning meetings. Identify potential venue and service concerns and determine appropriate measures to prevent and resolve problems.

  • Direct the planning of front of house logistics for all scheduled SLSO concerts and events in coordination with back of house management. Provide a system of accountability to ensure that all logistics are accurate and up to date.

  • Use event management software to produce essential planning tools such as space booking confirmations, concert and event sheets, calendars, concert and event staffing schedules, and front of house reports.

  • Plan, schedule, and conduct routine front of house staff meetings, annual orientation workshops, and ongoing training sessions.

  • Ensure best practices in food presentation, menu development, pricing, food safety, service delivery and professionalism.

  • Regularly review front of house policies and operating procedures. Work with the facilities department to ensure patron safety and security.

  • Manage the SLSO’s boutique program in collaboration with the marketing team and SLSO volunteers.

  • Serve as front of house manager and/or bartender during events as needed.

Administrative

  • In partnership with the Powell Hall Relocation Consultant and a cross-functional team, develop and implement plans for the reopening of Powell Hall and expanded front of house operations, including food and beverage, new policies and procedures, and technology and staffing needs.

  • Direct the recruitment, hiring, training, and management of all front of house staff. Work with the Symphony Volunteer Association coordinator to engage volunteers.

  • Oversee all front of house accounting processes including the retail point of sale system, payroll, purchasing, contracts, and invoicing.

  • Develop and manage departmental budget, allocate resources effectively, and identify opportunities for cost savings and revenue generation.

  • Use data analytics to track audience feedback, attendance trends, and other key performance metrics, providing insights for continuous improvement.

  • Ensure compliance with all relevant regulations, including health and safety standards, liquor laws, and ADA requirements, to maintain a safe and inclusive environment for all guests.

Qualifications:

  • Minimum of 5 years of progressive experience in hospitality management, preferably in a cultural or entertainment venue.

  • Bachelor’s degree in related field or equivalent experience.

  • Commitment to creating exceptional experiences that inspire and engage diverse audiences.

  • Strong leadership skills with a proven ability to motivate and empower teams to achieve goals.

  • Demonstrated strategic thinking and problem-solving abilities, with a track record of implementing successful initiatives.

  • Proficiency in event management, budget management, and customer relationship management (CRM) and point-of-sales systems. Experience with Tessitura is a plus.

  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and at all organizational levels.

  • Exceptional attention to detail and a commitment to delivering high-quality work.

  • Demonstrated cultural competency with a diverse group of audience members, staff, artists, and community stakeholders.

  • Passion for the arts and commitment to the mission of the St. Louis Symphony Orchestra. Knowledge of orchestral music and the performing arts is preferred.

  • Certifications required (SLSO can facilitate): CPR/AED, Servsafe, Hepatitis A vaccine

  • Ability to work a flexible work schedule that includes evenings, weekends, and some holidays required.