POSITION PURPOSE: The Guest Services Manager will oversee the smooth running of the front of house during events and have direct contact with the guests. Also manages the guest services staff, the daily theatre tours and tour guides.
ESSENTIAL FUNCTIONS: • Responsible for all theater guest services employees and tour guides •Payroll processing/approval for non-exempt department staff •Creates staff schedule and ensures events are staffed appropriately •Manages departmental budgets and provide staffing estimates/actuals to accounting. •Oversee Uniform inventory and ensures that everyone has required uniforms •Manages the performance review process for department staff •Ensure that every client, guest and vendor receive the best service possible. •Inspect and assure that all theatre pre-event tasks are complete prior to doors. •Assume responsibility during events for ingress and egress, and that the theatre is secured following the event. •Ensure that the integrity of the facility is up to Theatre and guest standards. •Respond to crowd control and/or crowd management situations in a prompt and decisive manner and orally respond in a professional and diplomatic manner during crisis and/or sympathetic situations. •Respond to visual and audible alarms from building automation and life safety systems. Make immediate decisions and communicate with all users of the facility in an emergency situation. •Work extended and/or irregular hours including nights, weekends and holidays as needed. •Other duties and responsibilities may be assigned
NON-ESSENTIAL FUNCTIONS: • None
SUPERVISORY RESPONSIBILITIES (if any): • Supervision of event/guest services employees. • Supervision of Tour Guides
EDUCATION/EXPERIENCE REQUIREMENTS: (including certification, licenses, etc.) • Bachelor’s degree from an accredited school (desired) • 3+ years related experience and/or training through event coordination or meeting planning; or equivalent combination of education and experience. • Supervisory/management experience required • Industry knowledge: facility capabilities, operational procedures, event coordination and event-related services.
COMMUNICATION SKILL REQUIREMENTS: • Ability to communicate effectively with customers, co-workers, employees, management and the public, both orally and in writing. • Communicates with other departments regarding event related needs and service requirements • Creates positive relations and communicates directly with all Theatre staff
MATHEMATICAL SKILL REQUIREMENTS: • Intermediate math skills (add, subtract, multiply, divide) • Ability to calculate/convert hours into time for payroll purposes • Intermediate skills in Excel; must be able to create spreadsheets, basic formulas
REASONING SKILL REQUIREMENTS: • Work independently, exercising judgment and initiative • Handle multiple tasks simultaneously. • Organize and prioritize work to meet deadlines with special attention to detail. • Work effectively under pressure and/or stringent schedule and produce accurate results. • Ability to use common-sense in determining the correct course of action to resolve issues and problems • Ability to organize, analyze, interpret and evaluate problems and provide practical, cost effective solutions; ability to juggle multiple priorities • Ability to plan, organize and monitor the work and activities of self and direct reports; ability to plan, organize and monitor activities according to priorities, established schedules and deadlines.
TECHNICAL SKILL REQUIREMENTS: • Microsoft Office Suite (Excel, Word, Outlook) • Use of hand-held radio procedures • Familiarity with portable ticket scanners • Experience with HRIS/Payroll and scheduling software
PERFORMANCE METRICS: • Ability to provide leadership, counsel, motivation and constructive feedback to staff, securing their respective commitments to the project's goals. • Within the organization, creates positive relations and communicates directly with all Theatre staff
About CIM Group/Dolby Theatre
One of the world’s premier entertainment venues, Dolby Theatre has hosted a range of prestigious artists and live events. Designed with the Academy Awards broadcast in mind, Dolby Theatre® has hosted the annual ceremony since 2001. Dolby Theatre is proud to be home to the highest honor in film-making. www.dolbytheatre.com.