Theater Operations Lead

Chihuly Garden & Glass•Seattle, WA

7d•$23 - $23

About The Position

The Theater Lead sets the tone for the frontline experience in this immersive IMAX theater environment. Operating as a hybrid leader–frontline team member, this role is trusted to execute any frontline post (Flex Sales or Service), provide on-the-floor leadership support, and step in for coverage during breaks, callouts, or open shifts. While actively engaging with both team members and guests, this role consistently models accountability, operational excellence, and guest-focused hospitality, whether supporting frontline operations or stepping into a leadership capacity. In the absence of the Theater Supervisor and Theater Manager, the Theater Lead provides elevated support for people, processes, and daily pacing to ensure consistent delivery of Transforming Moments for guests and team members. Every role is designed “flex” strengthening the overall culture and organization’s ability to adapt and thrive.

Requirements

Strong guest service skills with the ability to model exceptional hospitality and set the tone for the guest experience
Demonstrated reliability, punctuality, and ownership of daily responsibilities and shift execution
Ability to lead by example across all frontline positions (Flex Sales and Service), stepping in as needed to support operations
Ability to support guest flow, queue management, and capacity awareness during peak periods
Comfort operating or learning POS, projection, AV, access control, and queueing systems
Ability to reinforce operational standards, safety protocols, and cleanliness expectations in real time
Strong communication skills with the ability to guide team members and escalate issues appropriately
Ability to stand, walk, climb stairs, and lift up to 35 lbs.
Availability during peak operational periods, including mornings, evenings, weekends, and holidays
Ability to obtain a Food Handler’s Permit
Ability to obtain a WA State Tips Training Certification

Nice To Haves

Experience in attractions, cinemas, theaters, cultural venues, or similar high-volume guest environments
Prior experience in a lead, trainer, or informal leadership role
Familiarity with projection, AV systems, or theater technology
Experience supporting concessions, retail, or guest service operations
Exposure to fast-paced, multi-zone environments with shifting priorities
Basic understanding of guest flow, queueing, or timed-entry environments

Responsibilities

Operational Leadership
Ensure daily theater readiness, smooth operations, partner coordination, and adherence to standards.
Set a positive, encouraging tone for the frontline team, modeling hospitality, readiness, and professionalism.
Assist with daily stand-up meetings, communicating key updates, operational notes, and service standards as needed when Supervisor/Manager is unavailable.
Cover breaks, support rotation transitions, and help ensure compliance with scheduled timing and coverage requirements.
Demonstrate peer leadership, support new hire onboarding, and reinforce training fundamentals learned through the core Flex Service and Flex Sales programs.
Communicate notable guest trends, safety observations, or operational learnings to the Supervisor and Theater Manager.
Flex Team Members and Leadership will be trained to assist any member of the team and be able to perform all roles.
Guest Experience
Foster Transform Moments and company Values by ensuring warm hospitality, knowledgeable staff, and a clean, welcoming environment.
Deliver warm, knowledgeable, enthusiastic interactions that reflect the organization’s cultural experience.
Support ADA access, guest recovery moments, and large-audience communication with clarity and confidence.
Maintain theater, lobby, and plaza presentation standards to ensure a clean, safe, and welcoming environment.
Projection & Technology Oversight
Assist Projection Techs or step into projection-related tasks based on training and operational needs.
Help with basic troubleshooting or escalation to IMAX, IT, or leadership for any technical interruptions.
Ensure show pacing, sound levels, theater reset standards, and environmental readiness are met throughout the day.
KPI Metrics and Continuous Improvement
Share operational insights, guest feedback, and improvement opportunities with leadership.
Help identify patterns in guest flow, staffing needs, or venue rhythm that can inform scheduling and operational planning.
Consistently model the organization’s service values, accountability expectations, and culture of Transforming Moments.
Assist with schedule updates, shift coverage needs, and staffing allocations based on real-time guest demand.
Track and ensure compliance with break requirements, shift documentation, and training completions.
Review and verify completion of all opening, mid-shift, and closing checklists.

Benefits

Medical, Dental, Vision, Life, Long Term Disability
401k plan, we will match 50% of the first 6% you contribute, equivalent to 3% of your wages
Deferred compensation into 401(k) account at company Shareholder discretion. Eligible to begin participating after one year of service with an annual plan entry date of October 1st.
Paid Holidays (7 per year)
Paid sick leave
Vacation pay (3 weeks accrual after one year of service)
Tuition reimbursement of 50%, up to $2500 / year
New child family leave up to 4 weeks while on approved FLMA and enrolled in company sponsored medical plan
35% discount for many purchases at our Retail and F&B Experiences (Discount not applied towards admission ticket purchases)
4 friends and family admission tickets per year.
Charitable Contributions / Matching Gift, up to $500 year
$50 / month towards orca card or parking