Manager of Guest Services

Overture Job Values ______________________________________________________________

Overture Center for the Arts is committed to engaging the community in the arts and provides extraordinary experiences for everyone who shares in this remarkable community asset.  Every member of the Overture team will maintain the highest standards of quality and customer service in every action, performing in an environment of proactive team effort, outstanding customer service, active brand advancement and passion for mission fulfillment

Job Summary­­­­­­_____________________________________________________________
The Manager of Guest Services provides a wide range of management-level oversight for events and shows at Overture Center.  This position assists with the hiring, training, communication and management of staff and 500 volunteers in the department. The Manager of Guest Services will ensure an extraordinary guest experience for shows and events. Due to the event-based nature of this position, frequent evenings and weekends are required.  

Roles & Responsibilities_____________________________________________________________

• Oversees theatrical events held in Overture Hall and Capitol Theatre to ensure the highest quality guest experience. Serves as the point of contact for escalated customer complaints and resolves issues in a timely manner. Coordinates staff and outside agency responses to any medical emergencies.
• Ensures the building is adequately prepared for events, attends usher briefings, prepares pre-event sessions as necessary, adjusts staffing and operations as needed. Provides oversight and support to front of house and volunteers on any issues or problems arising during theatrical events.
• Provides leadership and direction to other staff units (security, event services, facilities, ticket office, catering, production) as needed. Oversees operation of concessionaires and sales staff. Settles sales, receives and secures cash.
• Recruits and oversees 500 volunteer ushers. Ensures staff provides exceptional customer service to all while adhering to company policies and procedures.
• Consistently communicates with volunteers to provide timely updates, coaching, and feedback to maximize efficiencies. Assists in with the preparation of the FOH team communications.
• Creates and monitors staffing needs and schedules for both lead ushers and house managers. Assists staff with the scheduling sign-up process each month.
• Assists the Director of Guest Services in the hiring, management, and training of the Front of House staff. Collaborates with the Guest Services Coordinator to update, reformat and generate required training materials for team members.
• Responsible for record-keeping, follow-through, reporting, and statistical data including training and volunteer membership records, attendance at sign-ups and trainings, uniform and nametag inventory, Front of House team supplies, and materials and equipment related to accessibility and accommodations.
• Embraces and participates in the advancement of the JEDI (justice, equity, diversity, and inclusion) mission and vision of the organization.
• Perform all other tasks as assigned.

To successfully perform this job, the individual must be able to perform each essential job function satisfactorily.  Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions.

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Qualifications____________________________________________________________________
The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education & Experience:

• Bachelor’s degree in arts administration, theatre, communications, business administration or related field or commensurate related experience.
• 2 years responsibility for front-of-house customer service experience, including the management, training, and supervision of house staff in a theater setting. 2 years responsible experience overseeing volunteers.

Knowledge, Skills, & Abilities:

• Attention to details, ability to work quickly and accurately under time pressure and stressful conditions and sets the standard for others to follow.
• Working knowledge of supervisory techniques, including team building, workload allocation, and staff scheduling and allocation in conjunction with variable events.
• Demonstrated understanding of, sensitivity to, and respect of the diverse, socio-economic, ethnic, religious, and cultural backgrounds, disability, and sexual orientation of patrons, staff, and volunteers.
• Ability to have scheduling flexibility to allow for them to structure their time to work hours corresponding to events and shows, including many nights and weekends.
• Ability to provide a calm demeanor when faced with an emergency.

Working Conditions­­­­_______________________________________________________________

The requirements and conditions described below are representative of the general environment the employee is exposed to on a day-to-day basis while performing this job.

• Frequently move around the building and access or use computers, office equipment, telephone, and any other pertinent supplies, space, or equipment used to perform the duties of the position.
• Ability to sit or stand for up to 8 hours per day. Ability to stand for up to 4 hours with minimal breaks, to lift up to 20 pounds (moving boxes of programs and/or brochures and other supplies, etc.) and to climb stairs.
• Frequent exposure to mildly disagreeable conditions including noise, darkness, and outdoor elements.