Guest Experience Operations Manager at The Smith Center

Las Vegas, Nevada, United States -

Full Time

Start Date

Immediate

Expiry Date

02 Apr, 26

Salary

70000.0

Posted On

02 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication Skills, Conflict Management, Data Analysis, Organizational Skills, Problem Solving, Team Management, Training and Development, Volunteer Coordination, Technology Proficiency, Attention to Detail, Leadership, Empathy, Interpersonal Skills, Performance Management, Scheduling

Industry

Performing Arts

Description

Job Title: Guest Experience Operations Manager Department: Guest Experience Reports to: Guest Experience Director Status: Full-time, Exempt Salary Range: $60,000 - $70,000 Summary of Duties and Responsibilities The Guest Experience Operations Manager will play an important role in ensuring seamless guest services through the effective coordination and oversight of both volunteer and paid usher staff. Reporting directly to the Director of Guest Experience, this position will be responsible for managing operational functions, with a particular focus on leveraging technology to enhance efficiency. The role also entails scheduling, training, and performance management, ensuring a consistent, high-quality guest experience for all performances and events. This individual will act as a vital link between the ushering team and broader operations, facilitating smooth communication and ensuring adherence to the highest standards of service. Essential Duties and Responsibilities Operations Management * Order and maintain clean uniforms for ushers and oversee the functionality of all communication devices (radios, caption devices, etc.) to ensure readiness prior to each event. * Schedule team members, including both paid and volunteer staff, and maintain appropriate/approved staffing levels. * Manage team member attendance: call-outs, shift trades, daily schedules including placement/assignments, and disciplinary documentation as required. * Support with the preparation of annual performance reviews. * Serve as Manager on Duty (MOD) during performances as needed, providing leadership and operational support to ensure a smooth guest experience. Training and Development * Monitor the development of usher staff through the new hire journey, ensuring that all team members progress through the established training and are proficient in their roles, including the use of relevant technology in their roles (e.g., checking their position on IPAD/phone, mobile ticket troubleshooting). * Collaborate with the Guest Experience Director to design and deliver training materials and sessions, utilizing multimedia tools (e.g., PowerPoint, videos) to support team engagement and mastery of required skills. Volunteer Coordination * Coordinate communications with prospective volunteers following initial screening by the Director, ensuring seamless transitions through the onboarding process. * Organize and support the facilitation of the volunteer orientation sessions, managing logistics such as room setup, refreshments, and audiovisual requirements. * Conduct background checks for new volunteers, and manage the issuance of identification badges for selected volunteers. * Input volunteer staffing needs into the scheduling software, ensuring roles are assigned according to volunteer experience and established levels of expertise. * Act as the primary liaison for volunteer staff, addressing any inquiries related to scheduling or operational matters. * Lead volunteers through their new volunteer training journey and ensure proficiency in TSC and position knowledge. * Develop engaging content for the volunteer portal (Galaxy), including training videos, event recaps, and photo galleries to enhance volunteer participation and engagement. Analytics * Prepare regular reports detailing key departmental metrics such as guest service metrics, staff turnover, and payroll productivity, adhering to established timelines. * Generate data-driven reports to monitor volunteer program effectiveness, including metrics on new applications, orientation attendance, contributed hours, volunteer activity levels (active vs. inactive), retention rates, and other relevant performance indicators. * Perform other duties as assigned within the scope of the position. Required Education, and Experience * High School diploma or equivalent required * Three to four years or more of experience in a supervisory role, preferably in a guest services-oriented environment, entertainment venue, or related industry. * Minimum two years managing and scheduling staff to ensure optimal coverage/service against venue standards. * Experience in supervising, motivating, and training team members. Required Skills & Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are general guidelines based on the minimum experience, knowledge, skill, and or ability required. Individual abilities may result in some deviation from these guidelines. To perform effectively in this position, the incumbent must have: * Exceptional customer service skills with a commitment to guest satisfaction. * Exhibit empathy and listening skills when interacting with guests and staff. * Excellent interpersonal, verbal, and written communication skills. * Ability to produce well-written reports and internal communications for distribution to staff across the organization. * Proven ability to interact respectfully and accurately with all TSC team members and guests by responding with compassion and understanding. * Excellent interpersonal and conflict management skills. * Ability to resolve guest problems using service training tactics and recovery tools. * Ability to examine and evaluate data and report findings. * Highly organized and able to perform in a fast-paced environment. * Ability to establish priorities, and work independently with minimal supervision. * Keen attention to detail to ensure a high standard of service. * Ability to analyze and resolve problems, often with a high level of urgency due to time-sensitivity and/or mission-critical level of importance. * Ability to manage a range of styles and behaviors in a tactful, congenial, respectful, and constructive manner. * Flexibility to work evenings, weekends, and holidays as needed. Computer Skills * Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, Teams, and Outlook. * Comfortable using spreadsheets, databases, and Internet applications. * Ability to learn and adapt to new technology that is introduced to the organization and become an expert with guest service facing and team management platforms. * Ability to learn, adapt, and use venue-specific software and technology platforms efficiently. * Knowledge of Tessitura and volunteer scheduling software is a plus. Physical Job Requirements The physical requirements and demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. * This position will require sitting for long periods, standing, bending, and walking, as well as using fine motor skills, such as finger dexterity for typing. * Specific vision abilities required by this job include close vision and peripheral vision. * Ability to regularly lift, move, carry, push, and pull 50 pounds or more. * Ability to occasionally reach, bend, twist, stoop, stack, crouch, kneel, and balance when performing job duties in varying work areas such as confined spaces. * Ability to physically stand, walk, and climb stairs on a consistent basis. * Ability to work in areas located at varying heights, including balconies and elevated seating sections, as required for event operations and oversight. * Ability to work in both brightly lit and dimly lit environments, including during performances, rehearsals, and audience ingress/egress. * Ability to withstand regular exposure to loud or high noise levels, including amplified music, sound checks, and audience applause. * Ability to work in and around crowded environments and interact with large groups of guests and patrons in a professional, courteous manner. * Ability to wear a radio when the position requires and respond to radio communications. * Ability to withstand exposure to various forms of theatrical and stage lighting, including strobe, flashing, moving, and color-changing lights. * Ability to remain alert and responsive throughout performances and events to monitor guest safety and assist during emergencies or evacuations. * This position could be exposed to loud noises, and frequent phone conversations, and requires average to above average visual acuity and hearing. * Most of this job will be performed indoors in a climate-controlled environment. Certificates, Licenses, Registrations Must be able to qualify for licenses and permits if required by federal, state, and local regulations during the course of employment. * CPR & First Aid Certified preferred. The above job description is meant to describe the general nature and level of work being performed; it is not intended to be constructed as an exhaustive list of all the responsibilities, duties, and skills required for the position. All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees. Pay Transparency To encourage pay transparency, promote pay equity, and proactively address regulations, The Smith Center for the Performing Arts will comply with all applicable state or local laws or regulations that require employers to provide wage or salary range information to job applicants and employees. The base annual salary range for this full-time and exempt position is $60,000 - $ 70,000 plus benefits, including insurance plans as applicable. Our salary ranges are determined by role, level, and scope of responsibilities. The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position. Within the range, individual pay is determined by key factors such as work experience, skills, abilities, and job-related education and training. With a career at The Smith Center for the Performing Arts, you really benefit! We offer: * Creative and collaborative work culture * Competitive compensation * Comprehensive health, dental, and vision insurance plans * Employee Assistance Program- including counseling, wellness programs, and financial support services. * Flexible Spending Account (FSA) & Health Savings Account (HSA) options to help you save on eligible medical expenses with pre-tax dollars. * Generous Paid Time Off Plan * Paid Holidays and Personal Holiday Time * 401(k) retirement savings plan eligibility on your start date with employer match * Employer-paid disability insurance coverage * Supplemental benefits are offered such as accident, critical illness, hospital indemnity coverage, pet insurance, and employee-only discounts. * Safe and paid parking on-site * Training and career growth opportunities * Exclusive early access, employee discounts, and complimentary tickets to world-class performances and events. Limitations and Acknowledgment The Americans with Disabilities Act requires that reasonable accommodations be made for qualified individuals to help perform the required duties and tasks of the position. Reasonable accommodation is available for qualified individuals with disabilities upon request. The Smith Center for the Performing Arts (TSC) is an Equal Opportunity Employer that complies with the laws and regulations set forth under EEOC. Diversity, Equity, and Inclusion Mission Statement At The Smith Center for the Performing Arts (TSC) diversity, equity, and inclusion are at the core of who we are. Our commitment to these values is unwavering. They are central to our mission and to our impact on the community. We know that having varied perspectives helps generate better ideas to solve the complex problems of a changing—and increasingly diverse—world. We believe that a variety of opinions, approaches, perspectives, and talents are the cornerstones of a strong and flexible organization. TSC strives to champion diversity, equity, and inclusion for all.

Responsibilities

The Guest Experience Operations Manager is responsible for managing guest services through coordination of usher staff and operational functions. This includes scheduling, training, and performance management to ensure a high-quality guest experience.