Guest Experience Manager

Job Title: Guest Experience Manager

Reports To: General Manager

Location: The Astro Theater & Amphitheater – La Vista, Nebraska

Job Type: Full-Time, Salaried

Compensation: $50,000-$55,000 per year commission structure on event sales

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 local, national, and international artists, ranging from up-and-coming talent to established legends. We feature a wide variety of genres, including rock, pop, country, and jazz. We are committed to providing a first-rate experience for both performers and guests.

Position Overview

The Guest Experience Manager strives for an exceptional experience for all patrons of The Astro Theater & Amphitheater. This relationship-driven, guest-focused leader combines strong sales instincts with operational expertise to acquire, plan, and execute seamless events. This position’s primary responsibility is leading private event sales through proactive outreach and lead generation to inquiry response and on-site execution. This role will also provide leadership and support to the venue’s part-time front of house teams through oversight, training, and culture-building. With strong leadership and attention to detail, this role fosters a positive, service-focused environment, ensuring every event meets the venue’s high standards of excellence.

Responsibilities

Private Event Sales & Coordination

• Create and implement marketing campaigns to drive sales for private event rentals, including targeted outreach, promotional materials, and strategic partnerships
• Proactively identify, pursue, and secure new private event business through outbound sales efforts, including cold outreach, networking, industry events, and relationship-building with local businesses and organizations
• Develop and maintain strong relationships with potential and existing clients, ensuring repeat business and positive referrals
• Respond to inbound inquiries regarding private space rentals while consistently expanding the pipeline through active sales initiatives
• Prepare event estimates, host site visits, and guide clients through the full planning process from booking to event execution to final settlement
• Communicate event details and requirements to internal departments through documentation and pre-event meetings
• Track and document all costs associated with private events to ensure accurate invoicing and budget management
• Conduct post-event follow-ups to ensure client satisfaction and identify opportunities for future business

Team Management

• Provide administrative and leadership support for Guest Services and Security departments
• Partner with the General Manager to recruit, interview, hire, and onboard part-time staff for the Guest Services and Security teams
• Assist in developing and implementing training programs for staff – including public speaking and large-group instruction
• Create and manage monthly staffing schedules and event deployments for all Guest Services and Security teams
• Maintain accurate department records, including inventory, employee files, attendance, payroll, and staffing documentation
• Motivate, engage, and recognize staff through rewards and recognition initiatives as well as administer disciplinary procedures when necessary to maintain high standards of performance and behavior

Administrative Functions

• Integrate new customer service standards while maintaining and enhancing the venue’s culture
• Serve as the primary point of contact for event-related feedback, including general inquiries, lost and found, and customer concerns
• Create and analyze guest feedback surveys to identify areas for improvement and implement solutions to enhance the overall guest experience
• Support the development and enforcement of venue policies to align with long-term operational goals of various departments
• Perform additional tasks as assigned to support the successful operation and overall mission of The Astro

Qualifications

• Bachelor’s degree in Event, Sport, or Hospitality Management, Business, or related field preferred, but not required
• 1–3 years of personnel management and or sales experience in a public assembly facility or equivalent internship/education
• Knowledge of sales tactics, event operations, and crowd management a plus
• Proficient in Microsoft Office and standard office software
• Proven ability to recruit, train, motivate, and lead a team
• Highly organized, detail-oriented, and self-motivated with strong multitasking skills
• Exceptional customer service and interpersonal communication
• Ability to work independently and collaboratively in a dynamic team environment
• Desire to work a flexible schedule, such as long and irregular hours that may vary due to event schedule, may include evenings, weekends, holidays, and extended number of consecutive days
• Able 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

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $50,000 - $55,000