Guest Experience Manager

Join our community and experience Emerson College!

The Guest Experience department serves as the "front porch" to the Emerson College campus, acting as its primary public interface, and fostering engagement from visitors across the globe. The Manager, Guest Experience reports to the Senior Marketing Officer and directly manages all aspects of Front of House operation for all 6 of Emerson College's Office of the Arts Venues, which welcomes over 50,000 patrons annually.

ESSENTIAL JOB DUTIES

• Identify, develop, and maintain needed active security, safety and emergency protocols for all 6 venues...
• In alignment with the Director, Emergency Management and Director, Risk Management, Manager is responsible for exclusively ensuring proper training of up to 80 part-time intermittent/student employees...
• Lead all Guest Experience employees, setting a standard of impeccable professionalism, hospitality, and welcome...
• Oversee and communicate all employee feedback, promotions, and disciplinary action.
• Ensure all necessary external certifications are up to date.
• Develop and facilitate a variety of regular training opportunities including New Hire, Evacuation, Accessibility, First Aid, etc.
• Organize and lead monthly Guest Experience Senior Staff Meetings
• Manage and balance the Guest Experience department budget. Act as Guest Experience Cost Center Approver.
• Manage regular full-time and part-time staff as well as a contingent of part-time Intermittent/Student employees.
• Oversee all Accessibility services...
• Oversee and manage Guest Experience Concessions operations...
• Coordinate event requirements with Production & Box Office Departments...
• Coordinate with the Marketing Department and other organizations to facilitate on-time display of signage...
• Facilitate annual license renewals, including venue permits, alcohol permits, and annual building inspections
• Coordinate and foster the relationship with food and beverage vendors...
• Represent the Office of the Arts as a member of Emerson College's Emergency Response Team
• Manage the Guest Experience team in digital spaces including Zoom, Cinesend & vMix.
• Support usher staffing at events as needed
• Uphold venue maintenance and appearance in coordination with Production and the Emerson College Facilities department
• Oversee and manage daily schedules in ABI scheduling software...
• Represent OA on EC Safety Committee...
• Act as a representative from the Guest Experience department in working groups, committees, caucuses, etc...

QUALIFICATIONS

• Bachelor's Degree or relevant experience required in Theatre, Event Management or Hospitality Management
• 4-6 years of experience in Front of House operations & customer service required.
• Experience in cash handling and performing cash settlements
• Crowd Manager training required. TIPS On-Premise Certification required (or must obtain within first 3 months of hire date)
• First Aid/CPR Certification required (or must obtain within first 3 months of hire date)

KNOWLEDGE, SKILLS, AND ABILITIES

Detailed knowledge of ABI Workforce Manager, Google Workspace, Microsoft Word, and Excel. Strong knowledge of accessible theater services... A dedicated passion for event management and storytelling. Excellent interpersonal skills...

PHYSICAL ABILITIES

Frequently required to move or lift objects. Required to stand for extended periods. Ability to work nights and weekends as needed.

WORK ENVIRONMENT

Works in an office and theatre environment which may have no natural light. Standard office conditions. Requires the constant coordination of mental and visual attention. Moderate Travel. Exposed to moderate noise levels.

IN-OFFICE EXPECTATIONS

This position is primarily a hybrid role with expected days in the office each week. The hybrid arrangement will be made upon hire. Candidates must reside within a reasonable commuting distance of the Boston campus to ensure operational effectiveness.

Compensation: $66,270.00 - $81,200.00 annually, commensurate with experience. Grade of Position: 23-08E. Employment Category: Regular. Scheduled Weekly Hours: 36.25. Division of Office of the Arts.