Guest Services Manager | Full-Time | Saenger Theatre

Guest Services Manager | Full-Time | Saenger Theatre

The Guest Services Manager reports directly to the Theatre Director. The Guest Services Manager is responsible for assisting with the planning and execution of the Saenger Theatre's events, including but not limited to coordinating various aspects of event staffing. This position is on-site at the Saenger Theatre. Standard business hours apply, with flexibility required to support events, including mornings, evenings, and weekends as needed. Must maintain regular attendance and a professional presence.

This role pays an annual salary of $45,000-$55,000

Benefits for Full-Time roles: Health, Dental and Vision Insurance, 401(k) Savings Plan, 401(k) matching, and Paid Time Off (vacation days, sick days, and 11 holidays).

This position will remain open until November 13, 2026.

The Saenger Theater seats 1,900 patrons and hosts over 70,000 guests annually. It is the home of the Mobile Symphony Orchestra and has hosted national acts such as The Avett Brothers, Willie Nelson, Chicago, The Black Jacket Symphony, Vince Gill, Bob Dylan, and more.

Responsibilities

• Take ownership of assigned events at the Saenger Theatre, including event preparation, staffing, coordination with tour and client personnel, staff briefings, and communication with relevant stakeholders.
• Manage Front of House (FOH) operations, including guest services, nonprofit program activities, and other patron-facing functions.
• Serve as Manager on Duty for assigned events, including non-ticketed events, smaller concerts, Mobile Symphony programs and performances, and other events as assigned.
• Manage the scheduling of part-time event staff for day-to-day operations, performances, and special events, continuously adjusting staffing levels based on event needs, building activity, and cost efficiency.
• Coordinate staff check-ins, call-offs, pre-event briefings, and post-event meetings to ensure employees are prepared and operational needs are addressed.
• Effectively lead, direct, and work alongside part-time staff with the goal of providing a safe, welcoming, and exceptional experience for guests, clients, and performers.
• Assist with employee engagement and recognition efforts and identify opportunities to keep part-time staff connected, informed, and engaged.
• Serve as the primary liaison with contracted security personnel and security vendor management to ensure security operations are carried out professionally and in accordance with facility expectations.
• Plan, organize, and direct personnel and activities necessary to maintain a safe, secure, and efficient environment during events and facility operations.
• Establish and maintain effective working relationships with contracted security, law enforcement, fire, EMS, crowd management personnel, and other public safety partners.
• Work with event management and other stakeholders to ensure applicable laws, codes, ordinances, policies, procedures, safety requirements, risk-management practices, and emergency procedures are followed.
• Communicate and disseminate event-related information to appropriate departments, vendors, contractors, and other stakeholders to ensure adequate staffing, operational readiness, and overall event understanding.
• Develop and maintain effective working relationships with clients, promoters, tour personnel, partners, vendors, employees, and other stakeholders.
• Respond to guest and staff questions, concerns, complaints, and service issues through verbal and written communication, resolving matters in a timely and professional manner.
• Empower staff to identify opportunities to create memorable guest experiences and resolve guest concerns effectively and with a high level of service.
• Assist with Guest Services functions, including Lost and Found and other patron-service programs.
• Oversee incident reporting during assigned events and ensure reports contain complete, accurate, and objective information.
• Investigate, document, report, and provide appropriate follow-up regarding incidents involving guests, employees, property damage, injuries, disturbances, or other operational concerns.
• Assist with managing emergency situations and unusual circumstances, including severe weather, fire, medical emergencies, evacuations, crowd-related incidents, and other emergency conditions in accordance with established procedures.
• Compile and maintain guest service, staffing, incident, and other operational records and reports as required by management.
• Assist with planning and advancing concerts, performances, receptions, special events, and other activities held at the Saenger Theatre.
• Resolve operational problems in a timely manner by gathering relevant information, evaluating available options, and implementing appropriate solutions.
• Prepare, review, and approve bi-weekly payroll and timekeeping records for assigned event staff.

Qualifications

• Associate's degree preferred or related experience and/or training, or an equivalent combination of education and experience.
• 3-5 years of related experience.
• Demonstrate knowledge of principles and techniques of planning, implementing, and supervising event staff.
• Strong interpersonal and communication skills
• Excellent organizational skills and attention to detail
• Ability to work independently and as part of a team, exercising judgment and initiative.
• Proficiency in Microsoft Office
• Handle conflicts, make common-sense decisions, and exercise proper action during high-tension and stressful situations.
• Organize and prioritize work to meet deadlines.
• Work effectively under pressure and/or a stringent schedule and produce accurate results.
• Remain flexible and adjust to situations as they occur.
• Ability to follow detailed instructions and communicate effectively.
• Maintain an effective working relationship with clients, employees, exhibitors, patrons, and others encountered in employment.
• Must be able to multi-task.