Guest Experiences Manager

Scottsdale Cultural Council • Scottsdale, AZ

3d • $57,000 - $63,000

About The Position

Are you looking to work with a great customer service team bringing exciting and diverse arts programming to the community? Do you have exceptional people skills and experience analyzing data? Do you have a passion for the arts and the community? Do you have experience in creating exceptional experiences for staff and visitors alike? If so, then we are looking for you! Come join the Guest Experiences Department with Scottsdale Arts as the Guest Experiences Manager.

Requirements

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Education: high school or equivalent; college course work in a related field.
• Experience: One – three years in customer service, sales, box office and/or administration. Knowledge of Microsoft Office Suite, Tessitura similar ticketing system and Customer Relationship Management (CRM) software.
• Attributes: Must be age 18 or older. Must be able to work days, evening and weekend event shifts. Excellent interpersonal, critical thinking, problem-solving, time-management, multi-tasking and organizational skills. Experience in project coordination, prioritizing multiple tasks and meet changing deadlines. Experience in outbound and inbound telemarketing, sales, database, front office and customer service. Experience handling cash, check and credit card transactions accurately and with integrity. Excellent verbal and written communication skills with expertise in Microsoft Office Suite. Excellent high-end hospitality or retail sales and customer service experience with a hands-on, collaborative approach. Strong personal interest or background in performing and/or visual arts (classical music, jazz, modern dance, contemporary art etc.). Ability to read, write and comprehend instructions, correspondence and memos. Ability to effectively present information in one-on-one and small-group situations to customers and other employees of the organization. Bilingual a plus. Ability to add, subtract, multiply and divide in all units of measure, using whole number, common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs. Ability to understand and carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Work Environment: While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate. While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel and talk or hear and is occasionally required to reach with hands and arms. The employee frequently is required to walk, stand and sit and view computer screen for extended periods of time. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision and distance vision. Dress code for Ticketing & Ticketing, Admissions and Sales/Box Office team is primarily business casual attire; for some events Scottsdale Arts issued apparel may be required. Employees should be neat in appearance and conduct themselves in a manner consistent with making a professional impression on customers. Non-smoking work environment. Must be available to work flexible schedule including days/afternoons/evening and weekend hours as needed.

Nice To Haves

• Bilingual a plus.
• Strong personal interest or background in performing and/or visual arts (classical music, jazz, modern dance, contemporary art etc.).

Responsibilities

• Respond to questions concerning events and schedules for all programs of Scottsdale Arts including SMoCA, SALI, Canal, SPA and SCPA.
• Assists in supervision of Guest Experience staff, including scheduling, training and oversite of daily work.
• Process daily incoming and outgoing mail.
• Administer Box Office Directors’ seat requests.
• Processes comp requests, filling special ticketing requests, solves minor customer problems and authorizes refunds in absence of Manager.
• Performs ticket sales via phone/online/in-person for museum admission, series orders, single ticket orders, class enrollments and more.
• Works off site shows as needed.
• Assists in development of Guest Experiences policies and procedures.
• Assists in opening and closing the Guest Experiences office daily with timely, efficient completion of daily office tasks.
• Monitors Guest Experience email account daily to ensure prompt and accurate responses and follow up.
• Audits all incoming and outgoing Guest Experiences deliveries and mail to ensure prompt pick up.
• Audits special offer and gift card inventory and transactions for accuracy and completeness.
• Audits ADA seating requests and informs House staff in a timely manner about these requests.
• Assists in coordinating guests lists for add-on, waitlisted, SALI, DEVO, postponed, or cancelled events.
• Collects event, series subscription, and patron data and produces reports as needed.
• Oversee maintenance of office and brochure display areas, tracking inventory of office supplies, ticket stock, and marketing collateral.
• Assists in annual batch ticketing, sorting, and all other mass mailings.
• Supports Development team in membership sales and in special events and ensuring patron interaction information is recorded in AudienceView
• Works with the Guest Experiences Manager, Marketing Director, Programming and Development on surprise and delight guest initiatives
• Performs other duties as required

Benefits

• Great company culture . We understand the importance of work-life balance and offer flexible schedules and hybrid work opportunities to help you achieve that. We celebrate diverse perspectives and are dedicated to creating an environment where everyone feels valued and empowered. We believe in recognizing and celebrating the hard work and achievements of our team where your contributions are acknowledged and appreciated through our employee recognition program
• Making an Impact. Your work here will have a real impact. Everything you do, each day makes a difference in our community.
• Location . Located in the heart of downtown Scottsdale, access to Scottsdale Civic Center, old town galleries, local restaurants, live venues, and more.
• Rest and relaxation . Our PTO program allows you to accrue more hours the longer you stay with us which means your time off grows as you grow with the company, rewarding your dedication and service. Enjoy 9 paid holidays plus 5 floating holidays each year, giving you the opportunity to relax and celebrate important occasions with family and friends.
• Benefits. Medical and dental – We believe in taking care of our team. Our comprehensive benefits package is designed to support your health, well-being and overall quality of life. We cover 90% of the employee premiums and 70% of the dependent premiums for Medical and Dental plans. In addition, we offer extensive coverage options for Vision, Disability, Life Insurance, FSA Account, 401K with employer match, Pet Healthcare, and Gym Membership. You can gain access to a wide range of arts and culture organizations through our reciprocal membership with NARM and Local arts and culture organizations plus one membership to share. Enjoy exclusive discounts on tickets to events and performances.
• Opportunities for Growth. A mindset of internal growth and advancement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED