Title Associate Director, Guest Services
Organization Texas Performing Arts at The University of Texas at Austin
Closing Date
Location Austin, TX
Information

The Associate Director, Guest Services of Texas Performing Arts at UT Austin is a departmental leadership position responsible for front-facing activities and guest services before, during, and after events presented, produced, or supported by Texas Performing Arts. Reporting to the Director of Ticketing & Guest Services, the position creates exceptional experiences for audiences and prioritizes health, safety, and inclusion.

Responsibilities
• Guest Experience: Create a welcoming, safe, enjoyable experience for all Texas Performing Arts guests by managing the organization’s front-facing activities. Maintain audience health and safety plans and ensure compliance with all relevant life safety, building, and fire codes. Ensure compliance with state and university safety and security policies. Develop and manage guest services budgets. Lead the relationship with Texas Performing Arts’ food and beverage concessionaire. Develop and achieve per-cap concessions revenue goals. Seek opportunities to continuously enhance the arrival and in-venue patron experience, including food and beverage offerings. Collaborate with the programming, marketing/communications, development, and ticketing teams to ensure cohesive, accurate and timely information is provided to guests. Oversee the post-event audience survey program. Respond to guest inquiries and engage with guest feedback in direct and public messaging through all communication channels. Track and continuously seek to improve key guest service metrics. Conduct real-time and follow-up guest issue resolution. Manage guest conduct standards and lead responses including de-escalation and negative customer service interaction follow-up.
• Event Operations: With the event manager, plan for and manage security, parking, and custodial operations. Serve as the on-site front-of-house manager for events. Advance and oversee tour merchandise and VIP package operations. Manage in-venue signage in coordination with the marketing/communications and development teams. Manage rental or special events in front-of-house spaces. Coordinate setups required in ancillary spaces to support programming, engagement, development, or other events.
• Inclusion and Accessibility: Ensure that Texas Performing Arts extends a welcoming invitation to all guests. Maintain awareness of and continuously seek to address barriers that limit full participation in Texas Performing Arts activities. Oversee guest services including accessibility, American Sign Language interpretation, assistive listening, captioning, family facilities, and sensory-friendly accommodations.
• Staff and Volunteer Leadership: Recruit and maintain a diverse, well-qualified group of house managers and volunteer ushers to serve as frontline guest services representatives. Schedule guest services staff. Oversee staff training, values, communications, appearance, operations, and post-event reporting. Participate in event staff budget planning and expense reconciliation. Develop and maintain protocols, scripts, and reference materials for guest services staff.
• Front-of-House Facilities: Maintain venue front-of-house facilities in excellent condition. Seek opportunities to optimize facilities to support guest comfort and safety. Anticipate and communicate pre- and post-event maintenance priorities with the Facilities Manager. Ensure all facilities needs are promptly addressed.
• Perform other related functions as assigned. This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described.

Required Qualifications
• At least five (5) years of frontline operations experience in a professional performing arts, entertainment, events, or athletics venue.
• Demonstrated passion for delivering memorable guest experiences and accomplishment creating a culture of hospitality.
• Demonstrated experience with key guest service concepts including service strategy design, exceptional service delivery, and recovery from service failures.
• Demonstrated managerial skill recruiting and leading paid and volunteer staff with various levels of experience.
• High level of proficiency with office technology such as Excel, PowerPoint, Word, Outlook, Slack, and Zoom.
• Effective Communications: Demonstrated understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Accuracy and Attention to Detail: Demonstrated understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.
• Service Excellence: Demonstrated knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
• Problem Solving: Demonstrated knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.
• Relevant education and experience may be substituted as appropriate.

Preferred Qualifications
• Experience managing front-of-house operations in a performing arts venue, particularly in a multi-venue center.
• Experience leading guest services in an organization that focuses on member services and fundraising.
• Experience in a large, complex, or public organization such as in an institution of higher education or similar setting.
• More than the minimum required years of experience.
• Three or more years of experience working in a supervisory capacity.
• Working familiarity with event ticketing systems.
• Working familiarity with customer relationship management platforms.
• Experience working with visiting productions and artists, or other types of outside event partners.
• Fluency in a language other than English.
• Experience in teaching, mentorship, or training roles; experience mentoring student employees and volunteers.
• Interest in and strong commitment to the mission and programs of Texas Performing Arts.
• Familiarity with Texas Performing Arts venues; familiarity with Austin-area venues.
• Demonstrated commitment to diversity, equity, and inclusion in past work roles.
• Relevant professional education or credentials.

Full Job Description:
Go to https://utaustin.wd1.myworkdayjobs.com/UTstaff for complete description and to apply for job requisition number R_00015974.

About Texas Performing Arts:
Texas Performing Arts is the professional arts presenting and producing program of The University of Texas at Austin. One of the largest and most active university-based performing arts centers in the U.S., Texas Performing Arts is an anchor institution in Austin’s arts, cultural, and entertainment landscape. Texas Performing Arts operates venues on the UT campus including Austin’s largest theater, the newly renovated Bass Concert Hall. Its public programs include Broadway in Austin; a 40th Anniversary Season of dance, theater, music and more; and the Texas Welcomes series of national touring artists. Texas Performing Arts is an integral unit of UT’s College of Fine Arts and engages students across the university.

Texas Performing Arts welcomes and respects all individuals and communities by valuing and consciously maintaining awareness of diverse perspectives and experiences. We believe inclusivity is critical to fostering excellence in all of our endeavors, and we promote diversity in our recruiting, hiring, and retention practices. To learn more about Texas Performing Arts and this opportunity, please visit https://texasperformingarts.org/about-us/employment.

Website https://texasperformingarts.org/about-us/employment