Guest Services Manager

Tennessee Performing Arts Center (TPAC) values staff diversity and actively encourages people from a variety of backgrounds with different experiences, perspectives, skills, and stories to apply in order to advance our nonprofit mission and enrich our organizational culture. All staff will work with others throughout the organization to implement and exemplify policies as part of TPAC’s commitment to diversity, inclusion, access, and equity. TPAC is a nonprofit performing arts organization and cultural anchor providing enriching arts experiences for all ages, empowering lifelong arts education programs, artistic expression reflective of our community, arts connections that support the local economy, and sustainable support for professional resident companies and local artists.

OBJECTIVE

The Guest Services Manager supports the front of house operations in all activities needed to provide a positive guest experience and to ensure patron safety. Working closely across TPAC departments and with external entities, this position manages our guest services team that is positive, engaging, contemporary, supportive of the arts community, and representative of TPAC’s core values. This position is instrumental in supporting TPAC and its management of theatrical and event spaces and it’s diverse programing calendar.

PRIMARY RESPONSIBILITIES

• Guest Services Department Support
  • Serve as the Department Manager on Duty for an average of 3-4 evening/weekend performances per week, including Broadway shows, rentals, internal/external events, and TPAC Education activities.
  • Act as Building Manager on Duty approximately 2 times per month.
  • Oversee the Guest Services team, including managing 100 part-time staff members and 200 volunteers.
  • Train in Life Safety & Evacuation procedures, collaborating with the Building Manager on Duty (BMOD) and leading teams during emergency situations.
  • Prepare departmental event documents, materials, and equipment when serving as Department Manager on Duty.
  • Conduct pre- and post-event briefings, ensuring that staff are informed of event details, special requirements, and other relevant information.
• Staffing and Training
  • Assist with recruiting, training, and scheduling part-time staff and volunteers for shows and other TPAC needs.
  • Support the creation and facilitation of engaging training programs for onboarding new hires and providing annual training for department staff.
• Accessibility Services and Compliance
  • Serve as a member of TPAC’s Accessibility Committee, overseeing accessibility services and ensuring compliance with ADA laws, regulations, guidelines, and best practices for public facilities.
• Leadership and Teamwork
  • Demonstrate strong leadership, acting as a positive and motivated team member who fosters a cooperative, service-oriented atmosphere.
  • Maintain a "can do" attitude, consistently providing excellent service to guests, staff, volunteers, and clients while maintaining professionalism and a proactive work ethic.

The responsibilities listed above are not all inclusive. Other related duties may be assigned.

SKILLS AND KNOWLEDGE

Required:

3-5 years of supervisory experience.

Skilled in customer relations, communications and problem solving in a fast-paced environment.

Knowledge of operational characteristics of events, including crowd management, fire and public safety regulations.

Available to work extended and /or irregular hours including nights, weekend and some holidays.

Microsoft Office Suite (Word & Excel).

Preferred:

Bilingual (English/Spanish), desired not required.

Excellent verbal, written communication and documentation skills.

SOFTWARE AND SERVICES USED

Microsoft Office Suite, Tessitura, VenueOps, ADP Workforce and Advance Staff Scheduler.

FREQUENT FUNCTIONS AND WORKING CONDITIONS

Frequent Functions:

Working in an office/venue/theater environment and virtually as needed. Ascending/Descending Stairs, Standing/Being Stationary for long periods of time. Working in the dark. Working with flashing lights in a loud environment. Ability to work a flexible schedule including nights and weekends.

Occasional Functions:

Lifting/Moves/Transports 25 lbs., Pushing/Pulling, Bending/Stooping. Ability to work outside in all weather conditions including seasonably hot or cold temperatures.

TPAC is an Equal Employment Opportunity employer. All aspects of the employment process will be merit-based and applied without discrimination on the basis of race, color, religion, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship or other protected characteristic