Guest Experience Manager, Texas Performing Arts

The University of Texas at Austin • Austin, UT

6d • Onsite

About The Position

Texas Performing Arts (TPA) is the professional arts presenting and producing program of The University of Texas at Austin. One of the largest and most active university-based performing arts centers in the U.S., TPA is an anchor institution in Austin's arts, cultural, and entertainment scene. TPA operates venues on the UT campus including Austin's largest theater, Bass Concert Hall. Its public programs include Broadway in Austin; a curated season of international dance, theater, and music; and presentations of national touring artists. This position offers the opportunity to create excellent guest experiences at the largest theater in one of the most exciting arts and entertainment cities in America. You will work on a wide range of events, from touring Broadway to headlining bands to international artists. Your work will contribute to advancing the arts at the #1 ranked public university in Texas and inspiring audiences in one of America’s fastest growing cities. UT Austin provides an outstanding benefits package, including but not limited to: Competitive health benefits (employee premiums covered at 100%, family premiums at 50%) Voluntary Vision, Dental, Life, and Disability insurance options Generous paid vacation, sick time, and holidays Teachers Retirement System of Texas, a defined benefit retirement plan, with 7.75% employer matching funds Additional Voluntary Retirement Programs: Tax Sheltered Annuity 403(b) and a Deferred Compensation program 457(b) Flexible spending account options for medical and childcare expenses Robust free training access through LinkedIn Learning plus professional development opportunities.

Requirements

• Bachelor's degree.
• At least three (3) years of frontline operations experience in a professional performing arts, entertainment, events, or athletics venue or equivalent experience in the hospitality sector.
• Management experience in parking & transportation, food & beverage, security, or custodial operations.
• High level of proficiency with office technology such as Excel, PowerPoint, Word, Outlook, Teams, Slack, and Zoom.
• Demonstrated experience with key guest service concepts including service strategy design, exceptional service delivery, and recovery from service failures.
• Demonstrated understanding of effective communication concepts, tools and techniques.
• Demonstrated understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy and efficiency.
• Relevant education and experience may be substituted as appropriate.
• Must be authorized to work in the United States on a full-time basis for any employer.
• This job requires a driver's license. If not currently a Texas resident, a Texas driver's license must be obtained within 30 days of becoming a Texas resident.

Nice To Haves

• Experience in a performing arts or theatrical venue presenting the types of events that TPA offers.
• Experience in a university setting or in a municipally owned or operated venue.
• Experience in teaching, mentorship, or training roles; experience managing and mentoring student employees and volunteers.
• Familiarity with Texas Performing Arts venues; familiarity with Austin-area venues.
• Relevant professional education or credentials.

Responsibilities

• Create a welcoming, safe, and enjoyable experience for all Texas Performing Arts guests by planning assigned aspects of TPA’s public-facing operations. This includes parking, security, safety & access, food and beverage, on-site retail, and front-of-house facilities.
• Execute parking and traffic plans in coordination with supporting university departments and outside contractors.
• Proactively coordinate with campus and city partners regarding adjacent and overlapping events.
• Serve as the on-site front-of-house manager to oversee show operations, hourly staff and front of house vendors.
• Manage ancillary activities in front-of-house spaces such as special events, sponsor activations, and merchandise/VIP package operations on assigned event days.
• Coordinate special setups required in front-of-house spaces to support programming, engagement, development, or other events.
• Support the development and deployment of informational campaigns such as Know Before You Go emails, social media messaging and web pages.
• Coordinate informational, institutional, and promotional signage on-site and in-venue with the Marketing & Communications and Development teams.
• Respond to guest inquiries and engage with guest feedback in direct and public messaging through all communication channels.
• Conduct real-time and follow-up guest issue resolution.
• Track, report and continuously seek to improve key guest service metrics.
• Lead our volunteer usher program, including managing volunteer communications and scheduling, including oversight of our scheduling software.
• Consistently advance Texas Performing Arts’ goals of expansive and innovative programming, educational impact, and world‑class facilities & experiences across all defined responsibilities and other duties as assigned.

Benefits

• Competitive health benefits (employee premiums covered at 100%, family premiums at 50%)
• Voluntary Vision, Dental, Life, and Disability insurance options
• Generous paid vacation, sick time, and holidays
• Teachers Retirement System of Texas, a defined benefit retirement plan, with 7.75% employer matching funds
• Additional Voluntary Retirement Programs: Tax Sheltered Annuity 403(b) and a Deferred Compensation program 457(b)
• Flexible spending account options for medical and childcare expenses
• Robust free training access through LinkedIn Learning plus professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level