Guest Experience Operations Manager

The Smith Center•Las Vegas, NV

just now•$60,000 - $70,000•Onsite

About The Position

The Guest Experience Operations Manager will play an important role in ensuring seamless guest services through the effective coordination and oversight of both volunteer and paid usher staff. Reporting directly to the Director of Guest Experience, this position will be responsible for managing operational functions, with a particular focus on leveraging technology to enhance efficiency. The role also entails scheduling, training, and performance management, ensuring a consistent, high-quality guest experience for all performances and events. This individual will act as a vital link between the ushering team and broader operations, facilitating smooth communication and ensuring adherence to the highest standards of service.

Requirements

High School diploma or equivalent required
Three to four years or more of experience in a supervisory role, preferably in a guest services-oriented environment, entertainment venue, or related industry.
Minimum two years managing and scheduling staff to ensure optimal coverage/service against venue standards.
Experience in supervising, motivating, and training team members.
Exceptional customer service skills with a commitment to guest satisfaction.
Exhibit empathy and listening skills when interacting with guests and staff.
Excellent interpersonal, verbal, and written communication skills.
Ability to produce well-written reports and internal communications for distribution to staff across the organization.
Proven ability to interact respectfully and accurately with all TSC team members and guests by responding with compassion and understanding.
Excellent interpersonal and conflict management skills.
Ability to resolve guest problems using service training tactics and recovery tools.
Ability to examine and evaluate data and report findings.
Highly organized and able to perform in a fast-paced environment.
Ability to establish priorities, and work independently with minimal supervision.
Keen attention to detail to ensure a high standard of service.
Ability to analyze and resolve problems, often with a high level of urgency due to time-sensitivity and/or mission-critical level of importance.
Ability to manage a range of styles and behaviors in a tactful, congenial, respectful, and constructive manner.
Flexibility to work evenings, weekends, and holidays as needed.
Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, Teams, and Outlook.
Comfortable using spreadsheets, databases, and Internet applications.
Ability to learn and adapt to new technology that is introduced to the organization and become an expert with guest service facing and team management platforms.
Ability to learn, adapt, and use venue-specific software and technology platforms efficiently.
This position will require sitting for long periods, standing, bending, and walking, as well as using fine motor skills, such as finger dexterity for typing.
Specific vision abilities required by this job include close vision and peripheral vision.
Ability to regularly lift, move, carry, push, and pull 50 pounds or more.
Ability to occasionally reach, bend, twist, stoop, stack, crouch, kneel, and balance when performing job duties in varying work areas such as confined spaces.
Ability to physically stand, walk, and climb stairs on a consistent basis.
Ability to work in areas located at varying heights, including balconies and elevated seating sections, as required for event operations and oversight.
Ability to work in both brightly lit and dimly lit environments, including during performances, rehearsals, and audience ingress/egress.
Ability to withstand regular exposure to loud or high noise levels, including amplified music, sound checks, and audience applause.
Ability to work in and around crowded environments and interact with large groups of guests and patrons in a professional, courteous manner.
Ability to wear a radio when the position requires and respond to radio communications.
Ability to withstand exposure to various forms of theatrical and stage lighting, including strobe, flashing, moving, and color-changing lights.
Ability to remain alert and responsive throughout performances and events to monitor guest safety and assist during emergencies or evacuations.
This position could be exposed to loud noises, and frequent phone conversations, and requires average to above average visual acuity and hearing.
Most of this job will be performed indoors in a climate-controlled environment.
Must be able to qualify for licenses and permits if required by federal, state, and local regulations during the course of employment.

Nice To Haves

Knowledge of Tessitura and volunteer scheduling software is a plus.
CPR & First Aid Certified preferred.

Responsibilities

Order and maintain clean uniforms for ushers and oversee the functionality of all communication devices (radios, caption devices, etc.) to ensure readiness prior to each event.
Schedule team members, including both paid and volunteer staff, and maintain appropriate/approved staffing levels.
Manage team member attendance: call-outs, shift trades, daily schedules including placement/assignments, and disciplinary documentation as required.
Support with the preparation of annual performance reviews.
Serve as Manager on Duty (MOD) during performances as needed, providing leadership and operational support to ensure a smooth guest experience.
Monitor the development of usher staff through the new hire journey, ensuring that all team members progress through the established training and are proficient in their roles, including the use of relevant technology in their roles (e.g., checking their position on IPAD/phone, mobile ticket troubleshooting).
Collaborate with the Guest Experience Director to design and deliver training materials and sessions, utilizing multimedia tools (e.g., PowerPoint, videos) to support team engagement and mastery of required skills.
Coordinate communications with prospective volunteers following initial screening by the Director, ensuring seamless transitions through the onboarding process.
Organize and support the facilitation of the volunteer orientation sessions, managing logistics such as room setup, refreshments, and audiovisual requirements.
Conduct background checks for new volunteers, and manage the issuance of identification badges for selected volunteers.
Input volunteer staffing needs into the scheduling software, ensuring roles are assigned according to volunteer experience and established levels of expertise.
Act as the primary liaison for volunteer staff, addressing any inquiries related to scheduling or operational matters.
Lead volunteers through their new volunteer training journey and ensure proficiency in TSC and position knowledge.
Develop engaging content for the volunteer portal (Galaxy), including training videos, event recaps, and photo galleries to enhance volunteer participation and engagement.
Prepare regular reports detailing key departmental metrics such as guest service metrics, staff turnover, and payroll productivity, adhering to established timelines.
Generate data-driven reports to monitor volunteer program effectiveness, including metrics on new applications, orientation attendance, contributed hours, volunteer activity levels (active vs. inactive), retention rates, and other relevant performance indicators.
Perform other duties as assigned within the scope of the position.

Benefits

Creative and collaborative work culture
Competitive compensation
Comprehensive health, dental, and vision insurance plans
Employee Assistance Program- including counseling, wellness programs, and financial support services.
Flexible Spending Account (FSA) & Health Savings Account (HSA) options to help you save on eligible medical expenses with pre-tax dollars.
Generous Paid Time Off Plan
Paid Holidays and Personal Holiday Time
401(k) retirement savings plan eligibility on your start date with employer match
Employer-paid disability insurance coverage
Supplemental benefits are offered such as accident, critical illness, hospital indemnity coverage, pet insurance, and employee-only discounts.
Safe and paid parking on-site
Training and career growth opportunities
Exclusive early access, employee discounts, and complimentary tickets to world-class performances and events.