Guest Services Manager

Department: Audience Experience

Reports to: Associate Director, Audience Experience

Direct Reports: Part-Time Usher Staff

Summary

The Guest Services Manager for The Philadelphia Orchestra and Ensemble Arts reports to the Associate Director of Audience Experience. This position is a direct reporting manager for part-time, unionized usher staff at the organization’s three historic venues: the Kimmel Center, the Miller Theater, and the Academy of Music.

The Guest Services Manager elevates our audience experience by optimizing event staffing, training ushers to provide exceptional service, and motivating team members through coaching and engagement opportunities.

Essential Functions:

• Interview, hire and onboard new ushers based on staffing needs (10-20 new employees at a time).  
• Manage scheduling, uniform distribution, attendance, training, coaching and other requirements as defined in Collective Bargaining Agreement and department protocols.
• Maintain an accurate roster and actively communicate personnel changes to union leadership. 
• Develop and execute a regular training program in collaboration with Audience Experience managers that leverages and enhances staff skills, reflects Ensemble Arts values, maintains safety and delivers a world class audience experience.
• Collaborate with Facilities and Security to ensure proper training in life safety and other relevant topics.
• Participate in development and execution of accessibility initiatives, ensuring the usher team is aware of all resources, fostering an inclusive experience for our audience. 
• Along with Audience Experience colleagues, collaborate in event planning process by reviewing Event Summaries and other documentation to accurately complete scheduling that meets Audience Experience goals and complies with the terms of the collective bargaining agreement. 
• Develop and perform quality assurance tasks to ensure usher staff adhere to standards and protocols set forth by the organization and collective bargaining agreement, designed to reflect the mission, vision, and values of The Philadelphia Orchestra and Ensemble Arts Philly.
• Accurately complete payroll on a weekly basis for over 300 shifts a week with varying pay rates.  
• Act as House Manager on duty for events as needed based on schedule set forth by Associate Director of Audience Experience. 
• Contribute to and support a culture of recognition and coaching to create a positive and healthy work environment that enables usher team to meet service goals.
• Collaborate with Associate Director of Audience Experience and other managers to regularly complete usher newsletter and execute other usher engagement components such as updating bulletin boards, recognizing Ushers of the Month, and supplying ushers with holiday gifts.
• Represent the Associate Director of Audience Experience, accurately representing department needs and processes in meetings or on projects as needed.

Education and Experience:

• Bachelor's degree in arts management, hospitality, or related field (or equivalent experience)
• Proven experience as a manager of at least 25-50 employees, preferably unionized
• Excellent leadership, supervisory, and interpersonal skills
• Ability to manage and complete multiple time-sensitive tasks
• Keen attention to detail
• Strong communication and problem-solving skills 
• Ability to multitask and handle unexpected issues
• Knowledge of front of house operations, event management, or live entertainment
• Familiarity with union policies and procedures is a plus. 
• Experience with ADA compliance and audience accessibility standards

Environment, Physical demands and other conditions: 

• This is an onsite role, working regularly at our three historic venues.
• Evening and weekend availability is required; schedules vary on a week-to-week basis, determined by event bookings and event coverage requirements.

A resume and cover letter are required when applying for this position.

The Philadelphia Orchestra and Ensemble Arts, Inc. does not discriminate in employment on the basis of race, color, religion, gender (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, or military service.