Guest Services Manager

Greater Austin Performing Arts Center, Inc. DBA Long Center • Austin, TX

1d • Onsite

About The Position

The Guest Services Manager plays a primary role in ensuring all events and performances are properly advanced and staffed with Front of House employees and volunteers who are well trained and supported; creating and nurturing a service culture devoted to positive experiences for all guests and clients of the Long Center.

Requirements

• Bachelor’s Degree and 3+ years of experience working in a professional event-related environment; or equivalent combination of education and experience.
• 2+ years of experience managing and training employees

Nice To Haves

• working with volunteers is a plus

Responsibilities

• Manage the recruitment, orientation, training, supervision, evaluation, and recognition of all Front of House personnel—volunteer and paid.
• Oversee online scheduling system, ensuring clear, timely, and accurate information is entered and updated as events and performances are added and details are confirmed.
• Provide consistent and timely communication with Front of House staff regarding scheduling, event updates, training, and campus activity.
• Interface with internal and external clients for Front of House needs, participating in planning for upcoming events and performances and serving as House Manager or Manager on Duty when needed.
• Manage the public face of the Long Center and ensure that customer service is always exceptional, consistently presenting a calm, friendly, and inclusive working environment.
• Manage all Front of House spaces, ensuring a clean and presentable guest-ready space with accurate signage and accessible programs when needed.
• Inspect and prepare front-facing areas to ensure safe and accurate setup, ensuring facilities and housekeeping needs are reported in a timely manner and any follow-up is received and completed.
• Serve as the primary contact for onsite client merchandise sales by working with the Event Operations teams to ensure sufficient layouts and closing out/logging all sales.
• Schedule and instruct American Signage Language interpreter staff as needed.
• Manage and respond to patron inquiries regarding lost and found items, seating issues, complaints, and accessibility.
• Solicit, read, and follow up on all guest, employee, and volunteer feedback, presenting updates and solutions to leadership when needed.
• Assist with the planning and implementation of campus policies as they relate to Front of House staff, working closely with the Security Manager and other operations staff.
• Accurately track, review, and approve all Front of House staff hours in payroll and on client settlements.
• Assist with resolving any Front of House personnel issues.
• Invoice, track, and evaluate departmental contracts and expenses with third party vendors.
• Budget, plan, and host an annual Guest Services Staff and Volunteer Appreciation party.
• Manage and maintain all department supplies, spaces, and equipment.
• Support the Long Center with other projects and tasks as needed.

Benefits

• 9 paid company holidays + 2 floating holidays.
• 4 weeks of accrued PTO annually, increasing to 5 weeks after 4 years of service.
• Options for medical, dental, vision, disability, and critical illness coverage.
• Roth and Traditional 401k with employer match after 6 full months of service.
• Access to world class arts & entertainment, free parking, and the best view in town!

What This Job Offers

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