Guest Experience Manager

Provide leadership and oversight of front-of-house operations for the Visual & Performing Arts Center (VPAC). This position is responsible for coordinating event readiness, supervising guest services staff, and ensuring a high level of customer service for all events. Serves as a key liaison between operations, ticketing, concessions, and event coordination teams to ensure seamless execution of district and external events. QUALIFICATIONS Education/Certification: Bachelor’s degree preferred (Business, Hospitality, Event Management, or related field) Equivalent combination of education and experience may be considered Special Knowledge/Skills Strong leadership, customer service, and organizational skills Ability to manage multiple events and priorities simultaneously Knowledge of event operations, front-of-house procedures, and venue management Ability to read event diagrams, BEOs, and room layouts Proficiency in Microsoft Office and event management software required; experience with Momentus Event Software (formerly Ungerboeck) strongly preferred Strong communication and problem-solving skills Experience Minimum of two (2) years of experience in event operations, guest services, or hospitality Experience in theaters, arenas, performing arts centers, or similar venues preferred TERMS OF EMPLOYMENT 244 days Work schedule includes nights, weekends, holidays, and early mornings as required by events. SALARY BA 5 - $76,329 Salary Range (based on experience) as set by the Board of Trustees. ESSENTIAL FUNCTIONS Event Coordination & Operations Coordinate front-of-house operations for multiple VPAC events Review event details, staffing plans, and operational needs prior to events Conduct event walkthroughs to ensure accuracy of setup, signage, and readiness Assist with scheduling and communication of event details to departments Ensure all staffing, equipment, and service needs are met prior to event start Front of House Leadership Oversee and direct ushers, ticketing staff, and front-of-house support personnel Serve as lead on-site contact for guest services during events Ensure adherence to customer service standards and district policies Training, mentoring, and evaluating front-of-house staff Guest Services & Client Relations Provide high-quality customer service to patrons, clients, district staff, and promoters Serve as liaison between clients, internal departments, and event staff Resolve guest concerns, complaints, and service issues in a professional manner before, during, or after events. Maintain a welcoming, safe, and accessible environment for all patrons Event Planning Support Participate in production meetings and planning sessions Assist with event logistics, room layouts, and operational planning Support coordination of staffing needs and communication of event timelines Collaborate with event coordinators and management on execution strategies Ticketing, Accessibility & Venue Coordination Work with box office staff to support ticketing operations and ADA accommodations Ensure accessible seating and services are properly coordinated Support will-call, entry operations, and patron flow as needed Event Day Oversight (MOD Responsibilities) Serve as Manager on Duty (MOD) during events as assigned Monitor event operations and adjust staffing or workflow as neededEnsure compliance with safety, security, and emergency procedures Maintain oversight from pre-event setup through post-event breakdown ADDITIONAL DUTIES Assist in developing and maintaining front-of-house procedures and standards Support revenue-generating activities by enhancing guest experience and repeat business Assist with reporting, billing coordination, or administrative tasks as needed Perform other duties as assigned SUPERVISORY RESPONSIBILITIES Direct supervision of part-time front-of-house staff (ushers, ticketing, guest services) Provide leadership, training, and evaluation support MENTAL DEMANDS/PHYSICAL DEMANDS/ENVIRONMENTAL FACTORS Tools/Equipment Used: Standard office equipment, radios, ticket scanners, scheduling/event software Posture: Standing and walking for extended periods; occasional sitting Motion: Frequent walking, bending, reaching, and lifting Lifting: Ability to lift up to 50 pounds Environment: Indoor and outdoor event settings; high-volume crowd environments Mental Demands: Work with frequent interruptions; maintain emotional control under stress; manage multiple priorities NOTICE TO TRS RETIREES Work hour restrictions may apply. Contact TRS at View phone number on click.appcast.io for guidance. Job ID 59337 Job Title Event & Guest Experience Manager - VPAC Start Date 09/01/2026 Salary Range $76329.00 - no maximum salary specified Job Location Houston TX United States Contact Information Name & Title Goodwin, Jermaine - Facilities Director MHAB, Visual and Performing Arts Ce Email View email address on click.appcast.io Best Method of Contact EMAIL #J-18808-Ljbffr