What are the responsibilities and job description for the Manager, Guest Services position at Dr. Phillips Center?
POSITION SUMMARY
The Manager, Guest Services is responsible for the administration and management of all front of house operations in our continuing effort to deliver exceptional guest service while also maintaining financial profitability. This position oversees and coordinates all personnel, activities and operations in the front of house (FOH) spaces, including ticketed performances, special events, and rentals. The Manager works collaboratively with colleagues and partners to leverage their outstanding guest service, communication, and leadership skills to ensure that every guest experience at Dr. Phillips Center is an exceptional one.
RESPONSIBILITIES/ ESSENTIAL JOB FUNCTIONS
- Review all arts center scheduled activities; make operational plans to meet the needs of performances, events and guests. Attend and participate in weekly logistics meetings. Review internal and external factors that may impact the flow of guest ingress/egress and the guest experience; quickly diagnose challenges/opportunities and make adjustments as needed (i.e. internal needs and external events). Act with a sense of urgency in communicating last minute changes to all stakeholders (guest services team, security, valet, Production, F&B, and others based on need).
- Receive and clearly communicate show requirements to the team. Verify that needs are being accommodated as requested. Ensure that daily pre-shift meetings are being held and critical information is being delivered to colleagues to ensure patron and guest satisfaction. Includes partners (ex. Valet, security) as needed in communication of daily activities.
- Reviews operations and logistics to determine best practices to enhance the overall guest experience. Makes recommendations and implements changes for improved operations.
- Assist in recruiting, hiring, training, supervising, developing, and motivating all Guest Services colleagues, to include: Front of House Managers, Lead Guest Service Representatives, Guest Service Representatives, and assigned Volunteers. Assist in creating and delivering annual guest service refresh training to all FOH colleagues Administer performance reviews and address performance concerns in a timely manner, following all arts center guidelines.
- Utilize post-show survey data to monitor and assess service and satisfaction trends; evaluate and address issues and make operational improvements accordingly. Respond to guest concerns in a professional, proactive, and timely manner.
- Assist in advancing and settling merchandise sales; follow all finance procedures for proper and timely reporting.
- Process payroll, and submit actuals for show settlement in a timely manner.
- Assist in maintaining and following the departmental budget. Assist Director in annual Work Plan development.
- Collaborate with the Director of Safety and Security on all safety/security training of colleagues. This includes annual and recertification training on: fire safety, bomb threats, active shooter, severe weather, evacuation procedures, AED, choking, and CPR training. Maintain certification log.
- Act as Leader or Manager on Duty for performances and other special events. Assists and coordinates with security team in the event of FOH emergencies to ensure colleague and guest safety. Completes reports as required for any emergencies.
- Serve as initial contact for guest issues, complaints, inquiries, feedback, and solutions via face-to-face interactions, phone, and email communication. Coordinate with other departments, including Production, Security, Box Office, Development, Facilities, and the art center partners to handle all performance and event needs.
- Complete required reports and administrative processes.
- Follow and support all operational policies and procedures. Assimilate into the arts center culture through understanding, supporting and demonstrating the core values.
- Maintain a professional and friendly relationship with other departments, colleagues, and partners.
- Able to remain calm under pressure. Ability to work effectively with internal and external guests, some of whom will require high levels of patience, tact, and diplomacy. Maintain Dr. Phillips Center standards of guest service at all times.
- Other duties as assigned.
KNOWLEDGE AND EXPERIENCE
- Bachelor’s Degree in a related field, preferred.
- Must have at least 3 years of experience with increasing responsibility in performing arts, entertainment, or hospitality industry.
- Three years of leadership experience, including coaching and providing feedback to a team with varying skill levels. Must have at least 1 year of experience engaging and leading volunteers.
- Familiarity with computerized ticketing systems, access control software (i.e. ticket scanners), venue calendars, and colleague scheduling/time clock systems.
- Proficient in current rules governed by the Americans with Disabilities Act as they pertain to access, seating, and service.
- Able to comprehend complex situations and identify successful resolutions. Able to adapt to change, work effectively under pressure, and produce results in a fast-paced environment.
- Strong communication skills, both verbal and written. Detailed oriented and have effective multitasking skills.
- Advanced knowledge of Microsoft Office Suite.
- Ability to read, understand, and follow all budgetary guidelines. Must be able to complete moderately complex mathematical functions. Must be familiar with credit card and cash handling procedures.
SPECIAL CONDITIONS OF EMPLOYMENT
- This position requires the ability to work a variable schedule, evenings, weekends, and holidays to meet operational needs.
Dr. Phillips Center participates in an employment electronic eligibility verification program through E-Verify.