Guest Experience Manager

Job Title: Guest Experience Manager

Department: Guest Experience & Patron Services

Reports to: Director, Guest Experience & Patron Services

Status: Non-Exempt, Full-Time

Wage: $55,000 - $65,000

JOB SUMMARY

The Guest Experience Manager is responsible for providing and maintaining elevated world class, white glove customer service for Miami City Ballet patrons year-round. This includes at all performances both onsite and across partner venues, by serving as the organization's primary service touchpoint with all patrons, and by being a first responder based upon customer needs and issues that may arise. This highly visible key position also oversees in-venue marketing campaign activations and manages guest experience touchpoints throughout the season.

The Guest Experience Manager also provides on-going direction and customer service-related oversight for MCBs part-time service team, ensuring that service excellence is delivered in every customer interaction. A key member of the Guest Experience & Patron Services team, the Manager partners with department leadership to ensure that every patron enjoys a positive, seamless, and memorable interaction with the organization from start to finish.

To do well in this role, the ideal candidate must be a motivated leader with a positive, energetically empathetic and professional decorum that exemplifies a can do customer service/patron forward attitude.

RESPONSIBILITIES

Front-of-House & Venue Operations

Responsible for the Miami City Ballet front-of-house guest experience at all MCB performances, onsite and at all partner venues, serving as the key service ambassador, first responder, partnering with Patron Services team members and the Advancement Department to deliver gold standard onsite service resolution, and liaison with venue front-of-house teams for all onsite resolutions.

Operate autonomously during performances and activations, anticipating issues before they affect patrons, and resolving unexpected circumstances in partnership with venue teams and department leadership.

• Oversee in-venue setup, guest experience, subscriber, and member activations, including merchandising.
• Serve as the organization's guest experience point of contact for accessibility accommodations, coordinating ADA seating, assistive listening, and accessible performance requests with venue partners and internal departments in advance of each engagement.
• Oversee the set-up and maintenance of all lobby merchandise sales, including easy, seamless customer transactions from start to finish, leading to enhanced growth (more purchases, higher revenue per sale) from this important ancillary revenue stream.
• Responsible for all event reporting, including documenting issues that occur and are resolved onsite, as well as any resolutions requiring follow-up from the service team.

Guest Experience & Engagement

• Manage all guest experience touchpoint campaigns throughout the season and calendar year[SA1] .
• Identify opportunities to deepen engagement across all patron segments, informed by frontline observation and guest feedback.
• Assist the Director, Guest Experience and Patron Services in the maintenance of service standard operating procedures (SOPs) and serves as a key staff member responsible for maintaining and updating these resources throughout the fiscal year.
• Acting as the primary relationship manager for group subscribers and ticketing contact for donors and board members.
• Manage year-round merchandising efforts in partnership with the patron experience supervisory team, including reconciliation, inventory management, and fulfillment.

Team Leadership & Administration

• Provide customer service-related oversight and direction year-round to MCBs team of four to seven part-time representatives.
• Conduct initial interviews, schedule, train, and manage part-time service staff to deliver exemplary customer service.
• Conduct annual performance evaluations for direct reports and publish part-time staff schedules with sufficient advance notice to ensure full coverage of all MCB performances and activations.
• Partner with the Advancement Department to ensure the proper administration of seamless world class white glove customer service to all levels of patronship, from potential ticket buyers to the highest level of donor or board member.
• Administer part-time staff bi-weekly timekeeping and payroll submission, and maintain stock of supplies, signage, and patron-facing materials across all venues.
• Provide the Director, Guest Experience and Patron Services with continual service feedback on the representative team, identifying areas for improvement and staff development needs when it comes to customer service and staff efficiency.
• Assist Director, GE and CRM, Operations Manager in annual projects including but not limited to: Season Inventory Setting (JUN); Venue Ticket Rider Assembly & Report distribution (JUL); Cross-check Retail On Sale Event Setting (JUL); Proof Venue Event Builds (AUG).
• Manage the execution of annual projects including season ticket printing and packaging, collection and processing of season renewal invoices; subscriber reseating; and year-round new subscription fulfillment.

SKILLS AND QUALIFICATIONS:

• Minimum 35 years of progressive experience in front-of-house, guest services, hospitality, or venue operations.
• Demonstrated experience hiring, scheduling, training, and managing part-time or seasonal frontline staff.
• Exudes a results-based, proven can do attitude that is focused on positive customer interactions, problem resolution, and deepening long-term patron loyalty.
• Proven ability to resolve guest concerns in the moment with positive attitude, sound judgment, discretion, and a guest first mindset.
• Experience coordinating with external venue partners, house management, or third-party operations teams.
• Working knowledge of ticketing and CRM applications, preferably Tessitura; training provided.
• Experience with in-venue retail and merchandise operations and seamless customer transactions/interactions, including setup, restocking, and end-of-night reconciliation.
• Exhibition of strong communication skills with the ability to adapt tone and approach to a wide range of patrons and colleagues.
• Excellent organizational and time management skills, and is comfortable managing multiple performances, venues, and priorities simultaneously.
• Availability to work most Miami City Ballet season performances, including evenings, weekends, and holidays.
• Has reliable transportation to and from all onsite and offsite performance venues, across all South Florida markets.
• BA/BS degree or any equivalent combination of training and progressive experience.
• Eligible to work in the United States without sponsorship.

TO APPLY

To apply, please email:

1. Resume

2. Cover letter briefly outlining your experience specifically concerning the qualifications, essential duties and responsibilities listed above.

Please note: Applications will not be considered if they do not address the qualifications, essential duties and responsibilities for this role, and please include examples of your work as requested above.

Email your application to View email address on click.appcast.io with the title of the role you are applying for in the subject line. No agencies or phone calls, please.