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 Services, 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.

The Straz Center is seeking candidates to join our team Located in downtown Tampa, the Straz offers a team-based work environment and a full package of benefits for full-time staff including options for health/dental, vision, etc., plus a generous 403(b) plan.

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 Services in ensuring 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. Oversees the physical and operational readiness of lobbies and outside canopies. Coordinates Guest Services incident 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. Attends 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 operations during 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 volunteers 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 Development and Implementation

• Needs Assessment: Assess the current volunteer management process and identify areas for improvement.
• Software Selection: Research and select a suitable volunteer management software that meets the needs of the organization.
• Implementation: Lead the implementation process, including data migration, system configuration and integration with existing systems.
• Training and Support: Train staff and volunteers on the new system and provide ongoing support to ensure effective utilization.

Revamping Incentive and Reward Program

• Program Development: Redesign the volunteer incentive and reward program to increase volunteer engagement and satisfaction.
• Stakeholder Engagement: Collaborate with volunteers and staff to gather feedback and suggestions for the new program.
• Implementation and Evaluation: Roll out the revamped program and regularly evaluate its effectiveness. Adjust as needed to ensure the program remains relevant and impactful.

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 www.StrazCenter.org to learn more about the Straz Center.