Guest Services Manager Job Description
Founded in 1998, Theater Latté Da (TLD) is celebrating our 25th anniversary of presenting original and re-imagined musical theater. Theater Latté Da creates new and impactful connections between story, music, artist, and audience—exploring and expanding the art of musical theater. TLD is dedicated to expanding the American Musical Theater with work that speaks to a contemporary audience. Theater Latté Da has fostered innovation and diversity since its conception. We believe in work that is bold, inclusive and collaborative; we act with integrity and gratitude.
As we look to expand our reach into our community, we are hiring a Guest Services Manager, in a full time (average 32 hours/week), benefits-eligible position. The person in this role will provide exceptional customer service as the lead in front of house management, ensuring all guests to the Ritz Theater receive warm and welcoming customer service before, during, and after events and performances.
We are looking for someone who is passionate about partnering with our internal team, key partners, and the community. This individual will also be someone who has strong interpersonal skills, values relationships and collaboration, excels at clarifying priorities, communicating with multiple stakeholders and developing action plans.
Priority will be given to candidates with immediate availability.
Your responsibilities will include, among others:
Front of House Leadership
Attends and actively provides support before, during and immediately after most theater performances. Identifies and works to resolve issues and emergencies that may occur.
Manages part-time House Manager in overseeing performances Guest Services Manager does not personally work, including hiring, training, scheduling, and supervising.
Crafts and communicates messages and information and shares the resources both staff and volunteers need to both complete their jobs and to feel a partnership with the organization.
Maintains and cleans the lobby and house in line with pre-and post-show preparedness procedures
When house managing, coordinates and communicates with Box Office and Stage Management staff during performances, ensuring the proper start time and delivery of performance
Manages part-time concessions team, including hiring, training, scheduling, and supervising.
Oversees concessions food and beverage ordering and inventory to ensure ideal levels and meet budget requirements
Manages volunteer usher sign-up, coordination, selection, and training programs to ensure the highest level of customer-centric service delivery. Oversees all patron services including but not limited to seating, will call, post-show discussions, emergencies and resolution, and overall comfort of patrons
Proactively identify and communicate any/all FOH issues with the Box Office Manager
In conjunction with concessions, monitor patron alcohol consumption and proactively work to address overserved patrons, if disruptive during performances
Guest Services
Answer and direct audience inquiries in accordance with customer service best practices
Provide prompt, professional, and friendly responses to customer complaints
When house managing performances, responsible for the house 1.5 hours prior to curtain and for closing the house at the end of the evening; pre- and post-performance preparedness
Assist with the development of emergency training programs
Identify and support audience engagement opportunities that may arise
Building Operations and Rentals
In collaboration with development, marketing, and production staff as appropriate, lead events management for staffing, setup, and execution of on-site patron and donor events, including but not limited to opening and closing night parties.
As primary liaison to TLD’s volunteer usher base, provide identify, schedule and manage suitable volunteers for other organizational opportunities, including but not limited to the TLD gala.
Serve as point person before and during Ritz Theater rental opportunities with rental tenants
Ensure safety and security guidelines are followed by rental tenants on site, needs are met
Complete other duties and tasks as requested or needed
Hours and Schedule
This position averages 32 hours per week, with a focus on evening and weekend hours. Must have the ability to work flexible daytime hours for training, meetings, and deliveries, where necessary.
Daily duties and responsibilities may be carried out as part of a hybrid work arrangement, subject to the needs of the role and coordination with the Marketing Director.
Qualifications:
Prior experience collaboratively managing and leading in a customer service-focused industry, event management, restaurant, and/or food service environment with a demonstrated ability to manage a variety of responsibilities simultaneously
Prior ticketing software and/or hospitality software systems experience a plus, but not required
Excellent organizational skills with the ability to work in a collaborative environment, manage multiple, ongoing projects
Position averages 32 hours per week, with a focus on in-person evening and weekend hours. Must have the ability to work flexible daytime hours for training, meetings, and deliveries where necessary.
Compensation:
$18-$20/hour DOE, 32 hours average per week
Benefits for the individual employee include 67% employer paid health coverage (Health Partners), 50% employer paid dental coverage (Delta Dental), vision coverage available, and 401K retirement plan with employer match. A 32-hour weekly average is required to maintain benefits eligibility. Paid time off starting at 6 hours/month plus holidays and limited comp time. Flexible work environment. Complimentary tickets to all Theater Latte Da productions.
Theater Latté Da is committed to acknowledging, addressing, and dismantling practices which impede progress. We are actively seeking a diverse pool of candidates and we welcome all applicants regardless of race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity and expression, or ancestry. Theater Latte Da is an equal opportunity employer, committed to telling diverse stories and to fostering an inclusive environment both onstage and off. EEO/W/M/Veteran Disability
Applications will be reviewed as received and are due no later than Monday, November 6, 2023.
If you are interested in learning more about this position, click below:
SEE THE FULL JOB DESCRIPTION HERE
To express your interest in this opportunity, please apply online at latteda.org/employment-opportunities or by sending cover letter and resume to hiring@latteda.org.
