Senior Manager of Guest Services and Belonging

Senior Manager of Guest Services & Belonging 

Pittsburgh Public Theater is seeking a vibrant, enthusiastic leader to manage our front-of-house guest experience from the moment guests enter the lobby until the moment they leave. Ideal candidates have a passion for connecting with visitors and creating a world-class experience for all. The Senior Manager of Guest Services & Belonging is responsible for front-of-house staff and volunteer usher oversight as well as cultivating and activating a welcoming environment for all guests, partners, and artists. This individual must be a master multi-tasker who is prepared to embrace administrative responsibilities such as reporting and budgeting as well as develop innovative strategies for welcoming guests and developing relationships with partner organizations. 

Commitment to Diversity, Inclusion, Equity  

At Pittsburgh Public Theater, we aim to ensure that every individual who enters our space feels seen, heard, and valued. Our employees’ experiences and perspectives are key to our success, and we believe inclusion is everyone’s responsibility. Ideal candidates will contribute to a work environment that supports and nourishes the lives and experiences of our staff, community, and all those with whom we partner. Ideal candidates must be willing to broaden their multicultural competency and knowledge in support of our diversity, inclusion, and equity commitment and when working with BIPOC staff, volunteers, and trustees. This individual will join our team in working toward a welcoming, safe, multiculturally competent workplace. 

Compensation 

This is a full-time position with some flexibility to work remotely. The salary range for the position is $55,000-60,000, plus benefits. Benefits include flexible work schedule and flexibility to work remotely; health insurance subsidized by Pittsburgh Public Theater ($567/month) with 5 plans available; dental and vision insurance 100% paid for by Pittsburgh Public Theater; paid time off (vacation, sick, and personal days), and 9 paid holidays; 401k retirement plan, with a 1% employer match available; discounted parking lease available for $165/month; unlimited monthly bus pass available for purchase; and four free tickets per Pittsburgh Public Theater production. 

Job Duties 

• Establish, monitor, and maintain the highest standard of front-of-house customer service, reporting, and overall operation. 
• Work in close partnership with Chief Development Officer and Director of Marketing & Communications to establish welcome protocols for various audience segments 
• Collaborate with Marketing staff to ensure that all on-site, customer-facing signage and messaging is displayed or distributed as desired. 
• Oversee internal and external front-of-house staff and volunteer ushers in partnership with the Pittsburgh Cultural Trust. 
• Develop partnerships with local organizations dedicated to accessibility initiative in the region and create an inclusive front-of-house experience for all guests. 
• Handle budgeting, sourcing and procurement, inventory and sales tracking, and meeting revenue and expense projections for all front-of-house-related activity. 
• Open the lobby, auditorium, and/or other theater spaces as scheduled for all performances and events; manage these spaces during operation; and close and secure these spaces at the conclusion of the operation. 
• When needed, complete daily reporting for events — including attendance, and personnel details — and ensure that this documentation is consistent with actual front-of-house revenue/deposits for that day.  
• Respond to audience disturbances, complaints, accidents, and medical issues and appropriately document and report said incidents, as appropriate and relevant, to other Theater staff. 
• Be aware of the Theater's emergency evacuation procedures and be prepared to execute them, if necessary. 
• Assume the duties of Bar Manager as needed, as defined by the Pennsylvania Liquor Control Board, while assuring compliance with all required regulations and certifications, submitting annual license renewal paperwork and payment, and updating other license-related records and documentation. 
• Communicate to the Operations department and/or building engineers any facility maintenance or safety issues, so that they can be addressed in a timely manner. 
• Schedule Accessibility services with external partners and keep internal devices in good working order; this includes arranging for production and pickup of braille and large-print playbills 
• Coordinate with Pittsburgh Cultural Trust ticket department and Production staff to ensure that all Accessibility services and accommodations are available and delivered to guests who wish to use them.  
• Communicate, on a regular basis, with select personnel from the Pittsburgh Cultural Trust and/or their outside security vendor, to ensure that our security needs are met for all performances and events.  
• Serve, as needed, one or more internal (often inter-departmental) committees focused on particular topics or efforts that are essential to the theater's success and advancement. (Some examples of such committees include Safety, IDEA, Events, and Strategic Planning.) 
• Perform all assignments in a safe and cautious manner. 
• Engage in interdepartmental problem solving, including instruction and assistance when requested or appropriate for efficient operation of the Theater. 
• Maintain regular and reliable attendance at work. 
• Participate and cooperate in all training efforts as requested by your employer. 
• Accept and perform satisfactorily all reasonable assignments as requested by your employer. 

Job Requirements 

• 2 years related experience 
• Intermediate understanding and experience with budget management 
• Experience recruiting and managing part-time staff 
• Exceptional communication skills 
• Comfort with high-pressure, fast-paced situations 
• Strong project management skills 
• Ability to model and practice the values of artistic excellence, joyful collaboration, and resolute respect – especially when faced with challenges – through constructive, clear, solution-focused communication with fellow staff, supervisors, guest artists, and any other individual involved in the work at hand 
• Possess an appreciation of the arts and passion for advancing the theater's mission 
• Ability to demonstrate and support the Theater’s racial justice efforts by applying anti-racist tools and practices to individual and departmental processes and systems, and to contribute to a work environment that encourages knowledge of, respect for, and engagement with persons of all cultures, identities, and backgrounds (for more information see www.ppt.org/racialjustice) 

Note: Interested in this role but it’s not quite the right match? Applicants who meet some but not all of, or exceed the above criteria are still encouraged to apply! We are eager to speak with candidates with diverse backgrounds and can assess abilities and skills on an individual basis.  

Application Information 

The application deadline for this position is July 31. To apply, please submit a cover letter, resume and 3 references to Lisha Logan, Director of Human Resources at llogan@PPT.org with the subject line “Guest Services and Belonging.” Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.

Responsibilities

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Example: Determine and develop user requirements for systems in production, to ensure maximum usability

Qualifications

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Example: Excellent verbal and written communication skills