Manager, Client Services & Guest Experience

Prince George's Community College•Largo, MD

30d

About The Position

The Client Services & Guest Experience Manager supports the operations of Front of House, Client Services, and Guest Experience for the Center for Performing Arts and other event venues across campus. This role oversees ticketing, customer service, staffing, and revenue processes while ensuring safe, accessible, and high-quality experiences for all events. The position collaborates closely with campus partners, production teams, and external clients to maintain smooth event execution, compliance with safety standards, and operational excellence.

Requirements

Bachelor's degree from an accredited institution in Arts, Communications, Fine or Performing Arts, Event Planning or related field.
Minimum of 2 years of experience in events planning
Minimum of 2 years of supervisory experience.
Or
Associate's degree from an accredited institution in Arts, Communications, Fine or Performing Arts, Event Planning or related field
Minimum of 4 years of experience in events planning
Minimum of 2 years of supervisory experience.
Working knowledge of Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint), Airtable, and Canva (or other simple graphic design applications).
Skilled in guest relations & phone etiquette, long-term planning and immediate decision making.
Ability to provide leadership, engage in positive interaction with staff and guests, prioritize, organize, motivate staff, problem solve, delegate, follow-up, communicate and diffuse possibly volatile situations with tact and professionalism.
Knowledge of systems and procedures related to operating live performance and banquet venues, to include automated ticketing software, fire codes, union regulations, applicable laws, and the technical equipment associated with the venue.
Effective and organized leader with excellent communication and customer service skills.
Skilled in the operation of basic office equipment and machines, computer terminal, tablet devices, copy machines, electronic POS system, cash handling, etc.
Skilled in basic mathematical computations.
Strong interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction.
Proficiency in overseeing multi-use event facilities.Strong multitasking skills with the ability to pivot tasks and strategies as needed.
Must have the use of sensory skills to effectively communicate and interact with other employees and the public using the telephone and personal contact as normally defined by the ability to see, read, talk, hear, handle or feel objects and controls.
Physical capability to effectively use and operate various items of office related equipment, such as, but not limited to, a personal computer, calculator, copier, and other office equipment.
Must have the ability to affect and facilitate evacuation from performance venues unassisted.
Ability to communicate effectively in spoken and written standard English.
As required by the 1986 Immigration Act, be prepared to present acceptable documentation showing your identity and that you are a U.S. citizen or an alien who is authorized to work.
A background investigation will be conducted prior to the offer of employment. A signed authorization for the release of personal information will be required if selected for an interview.

Nice To Haves

Certification in event planning or project management is a plus

Responsibilities

Execute the day-to-day Front of House operational duties for the performing arts center. The center accommodates productions of all sizes, from small recitals to large-scale touring events, including theatrical, ballet, modern dance, opera, comedy, lectures, orchestral, pop, and rock concerts.
Execute the day-to-day Client Services and Guest Experience duties for campus-wide non-theater venues, including classrooms, conference rooms, and larger banquet and event venues
Assist with the development and execution of policies for all Ticket sales, which include single ticket and group sales for all events at the Center for Performing Arts and other event venues across campus. This includes those presented by Theater Department, Music Department, other PGCC presenters as well as community organizations and other clients.
Assist with the development, forecasting, and maintenance of an annual budget for Client Services & Guest Experience including operational costs for the Box Office and the Center for Performing Arts Art Gallery.
Oversee reconciliation and settlement for all revenues collected from event venues, including recording revenue flows for Event Services & Artistic Production (ESAP) events and rentals in Airtable and preparing all relevant financial reporting.
Works closely with Box Office Coordinator to ensure accurate completion of ticket counts, inventory management, will call, preparation of daily reports, cash deposits and box office sales accounting, proper recording of house (guest) counts, and all other box office processes.
Oversee all Front of House operations during theater performances and other live events across campus. This may include preparation of daily reconciliation of box office sales (daily deposits, event settlements, merchandise sales and maintaining accurate and timely financial reporting), ADA compliance, and patron safety.
Coordinates and/or trains all Event Services & Artistic Production Staff the safety, emergency, and evacuation procedures in the Center for Performing Arts and other event spaces, and track staff First Aid, CPR, Crowd Management, and other safety certifications.
Maintain event and Box Office signage displays throughout the Center for Performing Arts and other performance venues. Place notices and make pre-show announcements relevant to a particular show, such as "no flash photography" or "no use of cell phones".
Orders supplies and tracks inventory. Inputs, advances, and tracks all purchasing requisitions for Client Services & Guest Experience.
Responsible for hiring, training, scheduling and time-sheet approval for Box Office/Client Services & Guest Experience staff.
Collaborate with College and External partners and clients to ensure a high level of satisfaction in the day-of event operations, and post-event debrief.
Regular communication of Event and Fire Safety information to the Director of ESAP, Department of Public Safety, and College Community.
Assist the Director, ESAP in maintaining campus safety and adherence to state/local/county safety laws and policies in regard to such items as food/alcohol service, occupancy, fire code and any additional health and safety policies as required by law. This would include acquiring, maintaining, and/or posting any certifications/licenses as required by law (ex: Crowd Management Certification).
Oversee Box Office Associates in the resolution of ticketing issues and/or complaints from patrons.
Oversees Production teams and Front of House staff to ensure smooth execution of all guest experience elements, including photography/video policies, distribution of programs, seating of latecomers, coat check operations, and other patron-facing services.
Oversee sales and operation of any merchandise kiosks or other points-of-sale.
Act as the steward of the Center for the Performing Arts and other Event spaces, ensuring an equitable experience, including ADA compliance, training the Client Services & Guest Experience Staff and Ushers in the use of People-First and welcoming language in all patron and visitor interactions.
Communicate with the staff and production team so they are aware of any special circumstances, such as a service animal in the audience or a special request for a pre-arranged meet and greet.
Maintain/distribute Front of House & Guest Experience reporting to all stakeholders.
Secure all public entrances and exits of theater venues as well as securing the Box Office, making sure non-essential systems are off for the night, and equipment and materials are properly stored.
Perform other duties as assigned by the Director of Event Services & Artistic Production.