Senior Director of Guest Experience

Job Description

Job Description

Be a Star at Straz Center for the Performing Arts!

Straz Center for the Performing Arts is seeking a Senior Director of Guest Experience (SDGE) to join our Guest Services and Operations Team. This position is a key leadership role responsible for providing exceptional guest experiences, overseeing security, event coordinators, house management, the volunteer usher program and event merchandise. The SDGE is responsible for the operation and contract management and negotiation with 3rd party Valet Parking Operator as well as implementing and tracking the Straz Center Customer Experience (CX) survey program and implementing protocols to ensure the highest standards of customer service are maintained. The SDGE is responsible for the ongoing accessibility initiatives, which align with the Straz Centers core mission. This position requires strong leadership, excellent communication skills, and the ability to multitask and delegate efficiently/ This individual must have a passion for delivering outstanding hospitality in a dynamic arts and entertainment environment.

Located in downtown Tampa, the 335,000 square-foot Straz Center, one of the largest performing arts complexes in the country, offers a team-based work environment that shows our dedication to the community every day. We reward our full-time employees with a strong benefits package including options for health/dental, vision, etc., discounted downtown parking, food and show discounts, plus a generous 403(b) plan and up to 27 days of PTO/Holidays per year.

Essential Functions:

Leadership and Team Management

• Ensure successful operational deliverables, with respect to execution of performances and events, guest experience, customer satisfaction, budget development and adherence, new revenue generation, staff retention, and fulfillment of mission.
• Evaluate current operating procedures and establish new and revised processes when appropriate to maximize resources, improve guest experience, reduce cost, improve safety, and streamline operational functions.
• Provide strong leadership and direction to the entire security and guest services teams, with supervisory responsibility for the Director of Security and Senior Manager of Guest Services.
• Recruit, train, motivate, and evaluate staff to ensure a high level of performance and guest satisfaction.
• Foster a positive and inclusive work environment that promotes teamwork, professionalism, and continuous improvement.
• Ensure compliance with all relevant regulations and standards, including health and safety regulations and privacy laws.
• Oversee the maintenance and functionality of the relevant database systems.
• Evaluate current operating procedures and establish new and revised processes when appropriate to maximize resources, improve guest experience, reduce cost, improve safety, and streamline operational functions.
• Develop processes to allow for work-life-balance, growth opportunities, professional development, cross training, and team building among the operations team, with a focus toward staff retention.
• Establish goals, timelines and deliverables for all activities within the scope of the position.
• Develop and establish effective staffing structure, budgets and employee development.
• Work closely with all internal stake holders including the VP of Ticketing, Senior Director of Production, VP of Programming, VP of Food and Beverage and Director of Development to ensure the successful delivery of all events and customer-facing activities. Oversee the Manager on Duty Schedule ensuring there is adequate cover for the relevant events that require this support.
• Act as Manager on Duty, as needed.

Guest Experience Management

• Develop and implement strategies to enhance the overall guest experience and exceed customer expectations.
• Ensure all guest interactions are handled professionally, courteously, and efficiently.
• Resolve guest complaints and concerns promptly and effectively, striving for positive resolutions.

Front-of-House Operations

• Oversee all front-of-house operations, including lobby management, crowd control, seating assignments, and accessibility accommodations.
• Collaborate with other departments to coordinate event logistics and ensure seamless guest flow.
• Maintain a safe and welcoming environment for all guests, adhering to safety protocols and emergency procedures.

Security

• Ensure there is a close working relationship with the City of Tampa, community leaders, rental clients, vendors and Straz Center employees to uphold and maintain "good neighbor" agreements that have been established between these various entities to effectively operate alongside one another.
• Ensure there is regular communication with the Tampa Police Department and correct levels of law enforcement support are assessed and achieved for all events on the Straz campus.
• Ensure compliance with health, safety and environmental regulations and standards.
• Responsible for delivering adequate numbers of Security personnel and implementing relevant security protocols to ensure the safety of the building, staff, performers, volunteers and guests.
• Develop and implement emergency response plans, including fire, flood, and evacuation procedures.

Customers Experience (CX) Program

• Establish the overall vision and objectives of the CX program.
• Align CX goals with the organization's mission and values.
• Conduct market research and customer analysis to inform strategy.
• Identify and understand all touchpoints where customers interact with the organization.
• Analyze customer feedback and behavior to map out the end-to-end journey.
• Implement mechanisms for collecting customer feedback across various channels (e.g., surveys, social media, reviews).
• Analyze feedback data to identify trends, patterns, and areas for improvement.
• Train employees to deliver exceptional customer service and experience.
• Foster a customer-centric culture throughout the organization by developing a customer experience training program for all Straz staff and volunteers that ensures a consistent approach for all internal and external customers.
• Implement processes for ongoing monitoring and evaluation of CX initiatives.
• Establish key performance indicators (KPIs) to measure the effectiveness of the CX program.
• Track metrics such as Net Promoter Score (NPS), customer satisfaction (CSAT), and customer effort score (CES).
• Communicate the importance of CX initiatives to Straz Center employees at all levels of the organization.
• Keep Straz Center employees informed about progress, challenges, and successes related to the CX program.
• Solicit input and collaboration from cross-functional teams to drive alignment and support CX efforts.

Accessibility Program

• In collaboration with the Accessibility Committee, conduct thorough research on accessibility standards, regulations, and best practices applicable to performing arts venues.
• Assess the current accessibility status of the performing arts center, including facilities, services, and programs.
• Develop comprehensive accessibility policies and procedures that comply with relevant laws and regulations (e.g., Americans with Disabilities Act).
• Establish protocols for accommodating guests with various disabilities, including mobility, sensory, and cognitive impairments.
• Collaborate with internal departments (e.g., facilities management, event planning, marketing) to ensure accessibility considerations are integrated into all aspects of operations.
• Engage with external stakeholders, such as disability advocacy groups and community organizations, to gather input and feedback on accessibility initiatives.
• Develop and implement training programs for staff members to raise awareness about accessibility issues and ensure they are equipped to assist guests with disabilities.
• Provide ongoing education to staff on inclusive communication techniques and sensitivity training.
• Identify areas within the performing arts center that require accessibility enhancements, such as wheelchair ramps, accessible seating, and assistive listening devices.
• Coordinate with facilities management to implement physical modifications and upgrades to improve accessibility.
• Develop communication materials (e.g., website content, brochures, signage) that provide information about the center's accessibility features and services.
• Collaborate with Marketing, TSO and IT, review communication channels for guests to request accommodations and provide feedback on their accessibility experiences.
• Work closely with event planners and producers to ensure that accessibility considerations are integrated into the planning and execution of performances and events.
• Coordinate accommodations such as sign language interpretation, captioning, and audio description for guests with sensory disabilities.
• Develop and manage the budget for accessibility initiatives, including funding for facility improvements, staff training, and outreach efforts.
• Advocate for adequate resources and support from senior management to prioritize accessibility as a core value of the organization.

Valet Parking

• Provide management of valet and parking staff, leadership, expertise, and management for the administration of Parking and Valet services, including directing and monitoring daily activities.
• Set goals, both short- and long-term, which will have significant impacts on parking and Valet services.
• Develop a comprehensive vision and mission that supports the organizational goals for parking and valet services sustainability. This vision will continue to be developed in collaboration with Straz Center Master Plan.
• Represent Straz Center Parking and Valet Services on state, local and county committees and task forces, and conducts outreach with community partners and other organizations to identify issues impacting the parking and Valet Services functions; also facilitates problem solving resolutions.
• Direct and manage all operations of the Parking and Valet Services Department, including parking fees, parking facilities and lots.
• Oversee and manage Valet Services, offsite parking, and shuttle services, and parking policy development.
• Oversee and manage plans and develop policies and ideas for parking services and parking facilities.
• Oversee and manage fiscal and personnel management of departmental resources.
• Maintain efficient and effective operations in the administration of parking, parking permits and special authorizations.
• Responsible for Valet Services planning, parking, alternative Valet Services, and special programs.
• Implement, design, disseminate and submit parking and special event operational plans.
• Provide leadership in the development of creative ideas, continuous process improvement, and application of new technology using continuous process improvement and the creative pursuit of new ideas.
• Track all major City/Straz events and collaborate with other Straz Center departments to develop and implement strategies for managing these events; drafting traffic and parking alerts for staff and guests; and arranging shuttles for volunteers to provide greater parking availability for guests.
• Draft text for websites and pamphlets.
• Respond to guest complaints regarding parking and other Operations issues, delegating complaints to other departments where appropriate, arranging compensation for guests, and following up with guests to ensure successful resolution of complaints, obtaining positive resolution of sensitive and difficult guest issues involving access, discrimination, etc.

Communication and Collaboration

• Serve as the primary point of contact for guest inquiries, feedback, and special requests.
• Collaborate with internal departments, including Marketing, Development, and Production, to coordinate guest services initiatives and special events.
• Maintain regular communication with senior management to provide updates on guest service operations and identify areas for improvement.

Budgeting and Financial Management

• Develop and manage the departmental budget, including forecasting expenses, monitoring revenue, and identifying cost-saving opportunities.
• Ensure efficient use of resources and adherence to financial policies and procedures.
• Monitor and allocate P-card transactions and send reminders to Operations staff regarding P-card deadlines.

Minimum Qualifications (Knowledge, Skills, and Abilities):

• Strong computer aptitude with Microsoft software, including Outlook, Excel, Word, and Access.
• Strong leadership and team-building skills, with the ability to motivate and inspire staff to deliver exceptional service.
• Excellent interpersonal and communication skills, with the ability to interact effectively with guests, staff, and stakeholders at all levels.
• Proven problem-solving abilities and the capacity to handle challenging situations with tact and diplomacy.
• Knowledge of ticketing systems, crowd management techniques, and safety protocols.
• Ability to work evenings, weekends, and holidays as required by event schedules.
• Demonstrated commitment to diversity, equity, and inclusion in guest services practices.
• Possesses good human relations skills, strong written and verbal communication skills.
• Ability to handle medical and emergency situations.
• Demonstrates poise and tact with dealing with Patrons (external and internal).

Education and Work Experience:

• Bachelor's degree in hospitality management, Business Administration, Arts Administration, or related field. Master's degree preferred.
• Minimum of 5 years of experience in guest services, hospitality management, or related field, preferably in a performing arts or entertainment venue.
• Minimum of two years' experience as a Front of House Manager preferred.
• Minimum of one year experience managing a volunteer work force is required.