Assistant Manager, Visitor Services, Schwarzman Center

A hub for university life and the arts, Yale Schwarzman Center produces and presents more than 300 events annually, including a full season of multi-genre artistic programming in 5+ multi-purpose venues as well as selected off-site locations. The Assistant Manager, Visitor Services (AMVS) reports to the Visitor Services Manager and works closely with staff from all Schwarzman Center departments to ensure excellent front of house operations, smooth planning and execution of events, and a welcoming experience for all students, guests, and visitors. The AMVS schedules and supervises student and casual employees, oversees front-of-house operations, manages the box office during events, and serves as house manager as needed. Life safety and accessibility are essential priorities for this position. The AMVS will join a dynamic and experienced team in a fast-paced start-up culture that requires flexibility, enthusiasm, passion for the mission, and a can-do attitude. This role requires a flexible schedule which will include frequent night and weekend work.

For more information, please see https://schwarzman.yale.edu

Job duties:

• Recruit, train, and supervise student employees for front-of-house roles, including accessibility and life-safety and emergency protocols
• Schedule and approve student/casual staff shifts and timesheets, maintaining coverage for all events and operations
• Create, display, and maintain wayfinding signage and check-in materials
• Conduct walk-throughs to ensure all spaces are clean, accessible, and reflective of YSC’s mission to foster well-being and inclusion
• Verify that materials and technology needed for front-of-house operations are in place and functioning
• Oversee all front-of-house operations, including ushers, house managers, and box office; serve as house manager as needed
• Manage the box office, including ticketing, guest lists, and addressing visitor inquiries
• Prepare detailed post-event reports evaluating event success, challenges, and opportunities for improvement
• Serve as frontline ambassador, greeting all students and visitors with warmth and professionalism, and providing information and assistance
• Support data collection and analysis for process improvement purposes
• Other duties as assigned

Required Skills & Abilities:

1. Customer Service Excellence: A proven ability to deliver superior visitor experiences, embodying YSC’s mission to create a welcoming and inclusive environment.
2. Organizational Skills: Strong attention to detail, ability to prioritize tasks, and adapt to shifting demands in a dynamic environment.
3. Interpersonal Skills: Exceptional communication and ability to engage with individuals from diverse backgrounds with diplomacy and professionalism.
4. Flexibility: Availability to accommodate last minute changes in schedules with good humor, ensuring YSC’s operations run smoothly.
5. Technology Proficiency: Familiarity with basic software platforms including Microsoft Office/Outlook; interest in and willingness to learn new software.

Preferred Education and Experience:

Bachelor’s degree and minimum two years of experience in customer service, events management and/or front-of-house experience; relevant experience in arts and culture programming and with ticketing software platforms a plus.

Physical Requirements:

Ability to lift and move up to 40 pounds