Be a Star at the Straz Center for the Performing Arts!

The Director of Guest Services is responsible for overseeing all aspects of the Guest Services and Retail Departments, including oversight of House Management, Retail, and all front of house operations.

This position, in conjunction with the Director of Ticketing, 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.

This position is responsible for fiscal oversight and budgeting for capital projects and expenditures.

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 :

• Ensure compliance with all relevant regulations and standards, including health and safety regulations and privacy laws.
• Utilize technology effectively, including Volunteer Database Systems, to streamline operations and enhance guest experiences.
• Develops and monitors fiscal budget for Guest Services Department and Retail Department, including proposals for capital projects and expenditures.
• Provide leadership and guidance to the guest services team, including hiring, training scheduling and performance management.
• Coordinates all employment-related procedures for the Guest Services Department, including but not limited to payroll, schedules, and performance reviews.
• Oversees the maintenance and functionality of the relevant database systems.
• Oversees physical and operational readiness of lobbies and outside canopies.
• Serves as the Center's Guest Services and Retail Merchandise contact for relevant organizations and guests.
• Coordinates Guest Services incident reporting through collaboration with Guest Services Manager and Events and Guest Services Coordinators.
• Meets with upper management to propose departmental improvements.
• Attends Production meetings and other event planning sessions, as needed.
• Assists in departmental functions and special events and performs other duties as necessary.
• Collaborate with other departments to ensure seamless guest experiences.

Supervisory Responsibilities :

This position directly supervises the Guest Services Manager and is the reviewer / indirect supervisor for the Events and Guest Services Coordinator, House Managers, and volunteers.

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.
• 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.
• Experience in crowd management and control.
• Possesses good human relations skill; strong written and verbal communication skill.
• Ability to handle medical and emergency situations.
• 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 :

• Bachelor's degree in Theatre, Business Management, or related field.
• 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 remain in a stationary position and converse via the telephone.

The employee is frequently required to traverse the facility.

• The employee is regularly required to 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.

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 to learn more about the Straz Center.

Job Posted by ApplicantPro

Last updated : 2024-02-27