Guest Experience Manager
- Employer
- Emerson College
- Location
- Massachusetts, United States
- Salary
- Salary Not specified
- Date posted
- May 25, 2022
View more
- Position Type
- Faculty Positions, Business & Management, Accounting & Finance
- Employment Level
- Administrative
- Employment Type
- Full Time
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Job Details
Guest Experience Manager
Join our community and experience Emerson College!
The Guest Experience department comprises the Front of House operations for all of the Office of the Arts Venues, on-site and digital.
The Guest Experience team is the primary public interface through on-site and online customer service through House Management.
This position manages all Guest Experience operations & accessibility programs for Emerson College's 6 Office of the Arts physical space venues, online venue & off-site partner venues.
The position is also responsible for concessions management and Guest Experience weekly payroll.
Your responsibilities
- Recruit, hire, train and oversee one full-time employee in
addition to over 100 part-time and student employees. Act as team
leader for Guest Experience employees, providing guidance and
training as required including emergency response and evacuation
procedures. Act as Manager on Duty at events as needed.
- Coordinate event requirements with Production & Box Office
Departments to ensure smooth event operations. Oversee that all
information is compiled into notes for Guest Experience staff to
reference, ensuring their clear understanding of how to execute
event details.
- Coordinate with the Marketing Department. and other
organizations to facilitate on-time display of signage in lobbies
and street-facing window cases at venues.
- Coordinate & foster the relationship with food and beverage
concessions vendors by providing timeline, scheduling information
and detailed explanations of event requirements. Work with vendors
to ensure that guests in Office of the Arts venues experience
excellent customer service.
- Manage and balance the Guest Experience department budget.
Guest Experience Cost Center Approver.
- Manage the Guest Experience team in the digital space including
Zoom, Cinesend & vMix. Continue to build this platform, adding
more responsibilities where needed.
- Oversee all accessibility services which include, but are not
limited to, American Sign Language interpreted, Audio Described
performances & Open Captioning. Manage and coordinate
scheduling for consultants and vendors related to events dedicated
to accessibility programming, both on-site and
digitally.
- Serve as department liaison to Student Employment Coordinator.
Maintain hourly employee records including wages and other
pertinent Workday information. Train department staff on payroll
entry and approval. Coordinate with finance to solve payroll issues
including missed paychecks, hours adjustments, and system
errors.
- Enter and organize correct college Workday information for each
Guest Experience employee.
Your Other Responsibilities:
- Monitor and mentor all Guest Experience personnel to ensure
that visitors to Office of the Arts venues experience the finest
level of customer service.
- Uphold venue maintenance and appearance in coordination with
Production and the Emerson College Facilities
department.
- Represent the Office of the Arts as a member of Emerson
College's Emergency Response Team.
- Oversee and manage daily schedules in ABI scheduling software
for employees that work in the Guest Experience
department.
- Oversee management of all merchandise sales in Office of the
Arts venues.
- Represent OA on EC Safety Committee. Implement
college-recommended training and procedures. Complete safety audits
of our spaces and procedures annually. Maintain a high-level of
consistent safety awareness for OA.
- Act as a representative from the Guest Experience department in
working groups, committees, caucuses, etc in cross-departmental
initiatives as assigned.
Your Skills and Experience:
- Knowledge of theatrical operations, ticketing, and strong
customer service skills required. Must be proficient in Word,
Excel, Google platforms.
- 5-7 years of customer service and front- of-house operations
experience.
- Intermediate knowledge of accessible theater services including
(ASL, Audio Description, Open/Closed Captioning, Sensory Friendly
performances).
Nice to Have:
- Knowledge of ABI Workforce Manager, File Maker Pro, and
Audience View is a plus.
Work Environment:
- Usual Office Conditions
- Intellectual and mental concentration and the need to
concentrate, intellectually, for extended periods of time -
No
- Requires the constant coordination of mental and visual
attention - No
- Requires the ability to stand and/or sit for long periods of
time - No
- Required to move/lift objects - Frequently
- Travel? - Some
Grade of Position: A15E
Scheduled Weekly Hours: 36.25
Salary: $52,200.00
In addition to a competitive salary, Emerson College is committed to the health and well-being of our employees and family members. We offer a generous benefits package to regular staff scheduled to work 20+ hours per week.
Benefits include outstanding health plans with limited out-of-pocket expenses, dental plans, generous time-off programs, and a 403(b) retirement benefit with a 9% employer contribution once eligible. Additional benefits such as life and disability coverage as well as commuter offerings are available.
Please refer to our benefits website for a full list of benefits and eligibility requirements.
To apply, please visit: https://emerson.wd5.myworkdayjobs.com/en-US/Emerson_College_Staff/job/Boston-Campus/Guest-Experience-Manager_JR003753
About Us
Emerson College is the nation’s only four-year institution dedicated exclusively to majors in communication and the arts in a liberal arts context. Its main campus is located in the center of the dynamic multicultural city of Boston, in close proximity to major publishing houses, arts institutions, and research centers. The college also has campuses in Los Angeles and the Netherlands. Emerson College enrolls over 4,300 graduate and undergraduate students from more than 70 countries and all 50 states.
Diversity Statement
Emerson College believes diversity enriches the educational experience by providing students with the opportunity to learn from individuals who may have different backgrounds, experiences, and perspectives. Engagement with diversity in the curriculum, in our co-curricular offerings, and all other aspects of the College enhances the personal and intellectual growth of all members of our campus community. Emerson is committed to strengthening communities, including our workplace, by fostering the development of the intercultural competencies necessary for meaningful citizenship in an increasingly complex, pluralistic society. Emerson College does not discriminate on the basis of sex/gender in its educational programs or activities. Emerson has designated the Associate Vice President, Title IX, and Clery Coordinator to respond to inquiries regarding the College Sexual Misconduct Policy. The Title IX Coordinator may be reached at 8 Park Plaza, Transportation Bldg, Room 230 Boston, MA 02116; Telephone: 617-824-8999; email: titleix@emerson.edu
Annual Clery Report
In accordance with the federal Clery and Campus SaVE Acts, Emerson College commits to providing all current and prospective students and employees with access to the annual campus security reports for each of our campuses. This report may be accessed from the Emerson College Police Department website.
Grade Ranges
Information on Emerson College staff grade range jeid-11fbb62eec3b7d499303d9d859128246
Company
Emerson College enrolls over 5,800 graduate and undergraduate students from 49 states and more than 70 countries. Its main campus is located in the dynamic, multicultural city of Boston. The college also has campuses in Los Angeles and the Netherlands. Emerson's commitment to inclusive excellence is supported by a range of resources such as the Office of Internationalization & Equity, the Social Justice Center, and the Center for Innovation in Teaching and Learning.
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