Guest Experience Manager

Guest Experience Manager Washington Pavilion Management, Inc. Do you thrive in a fast-paced environment where no two days are the same? Are you passionate about customer service, leading teams, solving problems on the fly, and creating memorable experiences for guests? If so, the Washington Pavilion may have the perfect opportunity for you! The Washington Pavilion is seeking a Guest Experience Manager to lead front-of-house operations for performances and events while helping create exceptional experiences for every guest who walks through our doors. This role combines leadership, customer service, event operations, safety oversight, and team development in one of the region's premier arts and entertainment venues. As the Guest Experience Manager, you will be the face of the guest experience during performances and events, leading staff and volunteers, coordinating event logistics, managing guest concerns, and ensuring our venues are welcoming, safe, and show-ready. What You'll Do Lead the Guest Experience Oversee front-of-house operations during performances and events. Ensure guests receive exceptional service from arrival through departure. Manage audience flow, seating, accessibility needs, and guest concerns. Lead pre-show meetings and communicate event-specific information to staff and volunteers. Prepare venues for events by conducting operational walkthroughs and ensuring spaces are clean, safe, and ready for guests. Complete post-event reporting and help identify opportunities for continuous improvement. Manage and Develop Teams Supervise, schedule, train, and support part-time front-of-house staff. Assist with hiring, onboarding, coaching, and performance management. Partner with the Volunteer Coordinator to ensure volunteers are prepared and positioned for success. Foster a positive, service-focused culture among staff and volunteers. Champion Safety and Accessibility Serve as a leader during emergency situations, evacuations, and guest incidents. Coordinate safety training, drills, and awareness initiatives. Conduct safety inspections and collaborate across departments to address concerns. Support a welcoming and accessible environment for all guests. Collaborate Across the Organization Work closely with the Performances Team, Box Office, Security, Food & Beverage, and Volunteer teams. Help improve organizational guest experience initiatives. Assist with artist, vendor, and client front-of-house needs. Represent the Washington Pavilion professionally within the community. What We’re Looking For Bachelor’s degree or equivalent combination of education and experience. Two or more years of related experience. Strong customer service and interpersonal skills. Previous leadership or management experience preferred. Front-of-house, event, venue, hospitality, or entertainment experience preferred. Ability to remain calm, professional, and decisive in high-pressure situations. Strong organizational, communication, and problem-solving skills. Experience working with technology and event-related systems. Availability to work evenings, weekends, and holidays as required by event schedules. What We Offer We offer a dynamic and engaging work environment along with a competitive compensation and benefits package. Benefits include: Medical, dental, and vision insurance Flexible Spending Accounts (FSA) Employer-paid basic life insurance Employer-paid short-term and long-term disability coverage Employee Assistance Program (EAP) 401(k) plan with 6% employer match Generous paid time off including vacation, sick time, and holidays Free Washington Pavilion membership Discounts on shows, events, and tickets Washington Pavilion branded apparel Employee events and engagement opportunities Why the Washington Pavilion? At the Washington Pavilion, you’ll be part of an organization that brings arts, entertainment, education, and community experiences together under one roof. From Broadway performances and concerts to community events and special exhibitions, you’ll play a key role in creating memorable moments for thousands of guests each year. If you’re ready to lead from the front, build great teams, and help create outstanding guest experiences, we’d love to hear from you. Apply today and help us make every guest’s experience unforgettable. Equal Opportunity Employer Washington Pavilion Management, Inc. is an Equal Opportunity Employer. Employment decisions are made without regard to race, religion, national origin, gender, age, disability, veteran status, or any other protected status under applicable law. Background check required. Accessibility: If you need an accommodation as part of the employment process please contact Human Resources at: Phone: View phone number on click.appcast.io Email: View email address on click.appcast.io Equal Opportunity Employer, including disabled and veterans. If you want to view the Know Your Rights: Workplace Discrimination Is Illegal poster, please choose your language: English - Spanish - Arabic - Chinese. If you want to view the Pay Transparency Policy Statement, please click the link: English. #J-18808-Ljbffr Washington Pavilion