Guest Services Manager

For Austinites of every background, the Long Center is the community gathering place that offers the most diverse programming and stunning views of the city, so that together, everyone can experience remarkable live arts and entertainment. Join us! Position Summary The Guest Services Manager plays a primary role in ensuring all events and performances are properly advanced and staffed with Front of House employees and volunteers who are well trained and supported; creating and nurturing a service culture devoted to positive experiences for all guests and clients of the Long Center. Essential Duties and Responsibilities The essential functions include, but are not limited to: Manage the recruitment, orientation, training, supervision, evaluation, and recognition of all Front of House personnel—volunteer and paid. Oversee online scheduling system, ensuring clear, timely, and accurate information is entered and updated as events and performances are added and details are confirmed. Provide consistent and timely communication with Front of House staff regarding scheduling, event updates, training, and campus activity. Interface with internal and external clients for Front of House needs, participating in planning for upcoming events and performances and serving as House Manager or Manager on Duty when needed. Manage the public face of the Long Center and ensure that customer service is always exceptional, consistently presenting a calm, friendly, and inclusive working environment. Manage all Front of House spaces, ensuring a clean and presentable guest-ready space with accurate signage and accessible programs when needed. Inspect and prepare front-facing areas to ensure safe and accurate setup, ensuring facilities and housekeeping needs are reported in a timely manner and any follow-up is received and completed. Serve as the primary contact for onsite client merchandise sales by working with the Event Operations teams to ensure sufficient layouts and closing out/logging all sales. Schedule and instruct American Signage Language interpreter staff as needed. Manage and respond to patron inquiries regarding lost and found items, seating issues, complaints, and accessibility. Solicit, read, and follow up on all guest, employee, and volunteer feedback, presenting updates and solutions to leadership when needed. Assist with the planning and implementation of campus policies as they relate to Front of House staff, working closely with the Security Manager and other operations staff. Accurately track, review, and approve all Front of House staff hours in payroll and on client settlements. Assist with resolving any Front of House personnel issues. Invoice, track, and evaluate departmental contracts and expenses with third party vendors. Budget, plan, and host an annual Guest Services Staff and Volunteer Appreciation party. Manage and maintain all department supplies, spaces, and equipment. Support the Long Center with other projects and tasks as needed. Minimum Qualifications (Knowledge, Skills, and Abilities) Bachelor’s Degree and 3+ years of experience working in a professional event-related environment; or equivalent combination of education and experience. 2+ years of experience managing and training employees; working with volunteers is a plus. This flexible role is expected to regularly report to work onsite at the Long Center with a variable schedule that may include evenings and weekends. The salary for this position starts at $55,000. In addition to salary, The Long Center offers robust benefits, including: 9 paid company holidays + 2 floating holidays. 4 weeks of accrued PTO annually, increasing to 5 weeks after 4 years of service. Options for medical, dental, vision, disability, and critical illness coverage. Roth and Traditional 401k with employer match after 6 full months of service. Access to world class arts & entertainment, free parking, and the best view in town! The duties and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. The employee must occasionally lift and/or move up to 50 pounds. The noise level in this work environment is typically low to moderate and ear protection will be provided if noise levels are high. The Long Center is proud to be an Equal Opportunity Employer and we strive for a team that reflects Austin’s diverse culture. All applicants will receive consideration for employment without regard to race, creed, color, religion, national origin, sexual orientation, gender identity, disability, sex or age. #J-18808-Ljbffr