•
Job Title: Guest Experience Supervisor Department: Guest Experience Reports to: Guest Experience Manager Work Location: Fully Onsite | The Smith Center for the Performing Arts Status: On-Call; Non-Exempt Hourly Rate: $22.47 Summary of Duties and Responsibilities The on-call Guest Experience Supervisor reporting to the Guest Experience Manager, is responsible for monitoring all public areas during performances. Primarily assigned to performances in Myron’s and Troesh Studio Theater, with occasional responsibilities in Reynolds Hall depending on operational needs, this role ensures a seamless and enjoyable experience for all guests. Additional responsibilities include supervising the on-call Usher team, partnering with artists, culinary management, the Guest Experience Assistant Manager, and the Security team to promptly address and effectively resolve any issues that arise during performances. By upholding and exceeding departmental guest service standards, the Guest Experience Supervisor ensures exceptional, memorable, and safe experiences for all guests. Essential Duties and Responsibilities Guest Safety and Security
- Maintain the highest standards of safety, security, and comfort of guests, volunteers, and staff.
- Implement and enforce emergency and evacuation procedures.
- Evaluate and update protocols to ensure compliance with safety regulations and best practices on a regular basis.
- Promptly address and report any safety or service incidents during performances.
- Follow through on resolutions and implement preventative measures to prevent recurrence.
- Collaborate with the Security team to coordinate lost and found items for each performance.
- Continuously monitor and inspect all equipment to ensure it meets safety and cleanliness requirements.
Guest Experience
- Consistently deliver Service with Heart adhering to departmental standards when interfacing with guests.
- Ensure every guest feels valued and welcomed, creating a positive and memorable experience.
- Utilize effective guest conflict resolution strategies as outlined in the guest service standards training.
- Address and resolve guest concerns promptly and professionally ensuring satisfaction.
- Monitor and evaluate Usher team performance against departmental services standards.
- Provide constructive feedback recognizing positive behaviors and identifying areas for improvement.
- Foster a positive and supportive work environment that nurtures team morale and encourages excellence in service.
- Serve as a representative for accessibility services ensuring all guests receive the support they need.
- Analyze accommodation requests to meet the diverse needs of guests with disabilities.
- Provide clear guidance to guests regarding available accessibility services and facilities.
Operations
- Prepare comprehensive pre-performance information and facilitate detailed briefings during pre-shift meetings in Myron’s and Troesh.
- Ensure all setups in public areas are completed according to the event brief in advance of guest arrival.
- Ensure the layout, signage, and any special equipment are arranged appropriately to enhance guest experience and operational efficiency.
- Monitor and ensure all equipment follows the latest safety and cleanliness requirements.
- Collaborate with the Hospitality team to provide any necessary assistance, ensuring seamless integration of special events with regular operations.
- Serve as an access Usher when required, providing the support and accommodations necessary to guests with accessibility needs.
Performance - Closing Activities
- Prepare event summary reports after each performance including drop counts, lost and found, safety and security incidents, curtain time, and guest feedback.
- Ensure accurate and comprehensive documentation and promptly distribute reports to appropriate cross-functional departments for review and record-keeping.
- Coordinate and finalize post-performance merchandise sales with artists, ensuring all transactions are accurately recorded and settled ensuring compliance with financial procedures to maintain accountability.
- Maintain regular, reliable, and punctual attendance.
- Performs other duties as assigned in alignment with the scope and responsibilities of the role.
Required Education and Experience
- High School diploma or equivalent required
- Minimum of two years of experience in a supervisory role, preferably in a guest services or front-of-house environment within the performing arts, entertainment, hospitality, or related industry.
- 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 below represent the knowledge, skills, and abilities necessary to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- 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.
- 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.
- 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.
- Produce well-written reports and internal communications for distribution to staff across the organization.
- Flexibility to work evenings, weekends, and holidays as needed.
- Must be 21 years of age.
- Must be legally authorized to work in the United States.
Technical Skills
- Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, Teams, and Outlook.
- Experience with ticketing systems and customer relationship management (CRM) software is preferred.
- Ability to learn, adapt, and use venue-specific software and technology platforms efficiently.
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 laws or regulations that require employers to provide wage or salary range information to job applicants and employees. The hourly rate for this position is $22.47 per hour plus retirement benefits. With a career at The Smith Center for the Performing Arts, you really benefit! We offer:
- Creative and collaborative work culture
- Competitive Hourly Rates
- Consistent scheduling - advance schedule posting to guarantee you hours of work. We provide flexible options to accommodate your availability.
- 401(k) retirement savings plan eligibility on your start date with employer match
- Training and career growth opportunities
- Exclusive early access, employee discounts, and complimentary tickets to world-class performances and events.
- Discounts on Starbucks products and merchandise
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. Equal Opportunity Employer Statement The Smith Center for the Performing Arts (TSC) is an Equal Opportunity Employer and provides equal employment opportunities to all employees and qualified applicants for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, citizenship, genetic information, disability, protected veteran status, age, or any other legally protected characteristic. This policy applies to all aspects of employment, including recruitment, hiring, transfers, promotions, termination, layoffs, leaves of absence, compensation, benefits, training opportunities, internships, and all other terms and conditions of employment.