What are the responsibilities and job description for the Guest Experience Manager position at The Astro Theater?
About The Astro
The Astro Theater & Amphitheater is the Omaha Metro area’s newest premier music venue, located at the La Vista City Centre. With a 2,500-capacity indoor theater and a 5,500-capacity outdoor amphitheater, The Astro brings world-class entertainment to the local community. At The Astro, we strive to bring people together through music with a diverse lineup of artists, ranging from up-and-coming talent to established legends. We are committed to providing a first-rate experience for both performers and guests.
Position Overview
As the Guest Experience Manager, you will play a critical role in shaping an unforgettable experience for both our staff and guests. Your leadership will be key in fostering a positive, culture-driven environment, ensuring exceptional service, and upholding experience standards across all events. You will oversee a team of 50-100 part-time employees, ensuring they are equipped with the knowledge, motivation, and tools needed to create outstanding experiences at The Astro Theater & Amphitheater. You will work closely with the Director of Events to ensure seamless and exceptional guest experiences, high standards of service, and efficient operations.
Anticipated Start Date: March 2025
Key Responsibilities
Personnel Management:
- Oversee Guest Services and Security departments at The Astro Theater & Amphitheater to ensure a memorable and safe guest experience
- Recruit, interview, hire, and onboard new staff for the Guest Services and Security teams
- Develop and implement training programs for staff – including public speaking and large-group instruction
- Create and manage staffing schedules and deployments for all Guest Services and Security teams
- Maintain accountability by briefing staff on event details, processes, procedures, and expectations
- Motivate, engage, and recognize staff through rewards and recognition programs
- Administer disciplinary procedures as needed, maintaining high standards of performance and behavior
Administrative Functions:
- Own the integration of new customer service standards, while maintaining or improving the culture of the department
- Act as the primary point of contact for all methods of event-related feedback, including general customer inquiries, lost and found, and event complaints/concerns
- Create and analyze guest feedback surveys to identify areas for improvement then implement solutions to enhance the overall guest experience
- Support the development and enforcement of policies, ensuring they align with long-term goals for guest services and security
- Manage department documentation, including inventory, employee files, attendance, payroll, and staffing records
- Manage the administrative aspects of public safety (schedules, incident report filings, etc.), while collaborating with the Director of Events to build and maintain strong partnerships with public safety agencies to ensure consistent service standards and the safety of all event attendees
- Track labor allocations for part-time staff for purposes of forecasting, budgeting, and event settlement
Qualifications
- Bachelor's degree in Event Management, Facility Management, Sports Management, Business, or a related field preferred, but not required
- 1-3 years of experience in personnel management within a public assembly facility, or equivalent education and internship experience will be considered in lieu of full-time experience
- Knowledge of operational characteristics of events, including crowd management and control techniques a plus
- Proficiency with Microsoft Office and other standard office software
- Supervisory experience with the ability to select, train, and motivate a diverse team of part-time employees
- Strong attention to detail and organizational skills, self-motivating, and the ability to prioritize multiple tasks effectively
- Exceptional customer service and interpersonal skills with a focus on delivering positive experiences
- Desire to work independently and collaboratively in a dynamic team environment
- Willingness to work a flexible schedule, such as long and irregular hours that may vary due to event schedule, may include mornings, evenings, weekends, holidays, and extended number of consecutive days
- Ability to lift up to 50 pounds, work in outdoor environments, as well as stand, walk, and move for extended periods of time, including long hours on feet during events
Job Type: Full-time
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person