Associate Director of Hospitality

Zach Theater•Austin, TX

8d•$60,000 - $70,000•Onsite

About The Position

ZACH is a non-profit organization that creates intimate theatre experiences that ignite the imagination, inspire the spirit, and engage the community. The Associate Director of Hospitality will oversee, elevate, and expand revenue-driving initiatives while enhancing our audience experience. This role will lead the bar, concessions, gift shop, and Front of House (FOH) operations, ensuring exceptional service, revenue growth, and a seamless patron journey. Reporting to the Director of Marketing, Sales and Patron Experience, the Associate Director of Hospitality will develop strategies to optimize efficiency, drive revenue, and create memorable experiences for our guests.

Requirements

Bachelor’s degree (preferred) or a combination of education and experience that yields the required knowledge, skills and abilities
4+ years experience in patron services management or Front of House equivalent
4+ years supervisory experience
Experience in hospitality management, catering and events, audience services, or a related field
Working knowledge of MS Word, Excel, Google applications, Tessitura Ticketing Software and TOAST (preferred) or other point of sale systems, Blue Cart (preferred) or other inventory management systems; ability to operate all office equipment: copier, credit card machine, point of sale terminal and computer
Strong leadership abilities with experience managing teams and driving operational improvements
Strategic thinker with the ability to envision and execute new audience engagement initiatives
Financial acumen, including budgeting, forecasting, and reporting
Excellent organizational, communication, and problem-solving skills
Passion for arts and live entertainment, with a commitment to enhancing the patron experience
Proven excellence in customer service skills both orally and written and the ability to train others
Demonstrates planning, leading and organizational skills
Strong time management skills with the ability to prioritize, meet deadlines and work on multiple projects and have the ability to work independently and as a team
Familiarity with basic TABC rules and regulations
Familiarity with the Americans with Disabilities Act and special services such as Sign Interpretation, Captioning, Audio Description and Sensory Performances
Builds Collaborative Relationships with all departments
Develops Talent and Teams among Front of House Staff and Volunteers
Ability to manage processes and systems
Accountability for People and Budgets
Deals with Change Effectively
Represents ZACH at public events and performances in a professional manner
Ability to perform all work with a direct reflection of the vision, mission, and values of ZACH Theatre
Other duties as assigned

Nice To Haves

Experience in a theatre or arts environment (preferred)

Responsibilities

Provide strong leadership and a strategic vision for ZACH Theatre’s hospitality and audience experience initiatives
Supervise and support the Bar Coordinator and Front of House Manager, ensuring seamless operations across all guest-facing areas
Establish and maintain high standards of service, ensuring all staff and volunteers deliver an exceptional patron experience
Develop team meeting schedules, tighten current processes, and establish workflows where needed
Oversee operations and schedules across 3 venues, 5 bars.
Collaborate with Marketing and Development departments on fundraising campaigns connected to productions, merch sales, and other special projects.
Oversee the operation, revenue, growth, and future vision of the food and beverage program
Optimize and/or create systems for four permanent bars and two mobile bars in multiple venues, ensuring efficient and profitable operations
Maintain and establish food and beverage vendor relationships
Maintain compliance with food handling and bar best practices and licensing standards
Develop and implement a strategy to introduce food offerings to complement the existing bar service
Drive innovation in service models, pricing, and operational efficiencies to increase revenue and customer satisfaction
Develop and implement a strategy for differentiated offerings and experiences based on patron access levels, ensuring an elevated and exclusive experience in spaces such as the donor lounge bar
Collaborate with the Bar Manager on scheduling, inventory tracking, payroll management and reporting for shows, special events, rentals with ability to be quick and nimble based on volume and evolving needs
Oversee the operation of the house management team, ensuring smooth audience entry, seating, and departure processes
Collaborate with Front of House Manager to create a volunteer recruitment plan aligned with ZACH Theatre’s brand, values, and short- and long-term goals
Lead an overhaul of the gift shop’s physical setup, retail offerings, and operations to enhance revenue and quality control
Curate and source merchandise that aligns with ZACH Theatre’s brand and audience interests and customized merchandise for each production
Train and manage volunteers and gift shop staff
Develop and implement a retail growth strategy over multiple years, including the eventual launch of an online merch shop
Create and manage the annual budgets for bar, front of house, and gift shop operations
Develop and maintain clear and regular reporting systems for bar expenses and revenue, gift shop sales, and house management expenses, in collaboration with the finance department
Monitor and analyze financial performance, ensuring revenue goals and cost controls are met
Responsible for daily, monthly, and year-end sales, inventory tracking, and reporting, collaborating with finance on reconciliations as needed for bar and gift shop
Work closely with the General Manager and Director of Marketing, Sales and Patron Experience to improve the patron journey from ticket confirmation through parking, pre-show, and post-show experiences
Partner with the Director of Marketing, Sales and Patron Experience to create engaging pre-show incentives that encourage early arrivals, increase time spent in ZACH Theatre’s spaces, and boost bar and concession sales
Partner with the Donor Services team to develop and enhance hospitality initiatives tailored for ZACH’s donor community, ensuring premium service and curated experiences
Partner with the Marketing Team to oversee pre-show and special events such as Pride Nights, ZACHademia Nights, Season Announcement Parties, etc.
Collaborate with the Rentals and Events Manager to evaluate and revise rental food and beverage packages and ensure seamless execution of third-party events
Coordinate catering for community and ZACH events such as opening nights, Pride Nights, and other special occasions
Develop and maintain strong relationships with food, beverage, and retail vendors to enhance ZACH Theatre’s offerings and operations
Partner with the Director of Development to explore sponsorship opportunities with vendors, identifying mutually beneficial partnerships that enhance event offerings and patron experiences