Guest Services Manager, Texas Performing Arts

About the position

The Guest Services Manager is part of the team responsible for supporting public-facing activities and guest services before, during, and after events presented, produced, or supported by Texas Performing Arts. Reporting to the Director of Guest Experience, the position manages assigned aspects of parking, security, safety, access, food and beverage, on-site retail and front-of-house facilities. The Guest Services Manager supports Texas Performing Arts' mission to be a welcoming space for everyone to share in the experience of live theater.

Responsibilities

• Create a welcoming, safe, and enjoyable experience for all Texas Performing Arts guests by planning assigned aspects of TPA's public-facing operations.
• Develop and maintain parking and traffic plans with the Guest Experience and Event Management teams in coordination with supporting university departments and outside contractors.
• 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.
• 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.
• Partner with Associate Director in managing volunteer communications and scheduling.

Requirements

• Bachelor's degree and at least two (2) years of frontline operations experience in a professional performing arts, entertainment, events, or athletics venue or equivalent experience in the hospitality sector.
• Management experience working within parking & transportation, food & beverage, security, or custodial operations.
• High level of proficiency with office technology such as Excel, PowerPoint, Word, Outlook, 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.
• Must be authorized to work in the United States on a full-time basis for any employer.

Nice-to-haves

• Experience in teaching, mentorship, or training roles; experience managing and mentoring student employees and volunteers.
• Fluency in a language other than English.
• Familiarity with Texas Performing Arts venues; familiarity with Austin-area venues.
• Relevant professional education or credentials.

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 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