Guest Services Manager

Job Posting Title:

Guest Services Manager

Hiring Department:

Texas Performing Arts

Position Open To:

All Applicants

Weekly Scheduled Hours:

40

FLSA Status:

Exempt

Earliest Start Date:

Immediately

Position Duration:

Expected to Continue

Location:

UT MAIN CAMPUS

Job Details:

General Notes

About Texas Performing Arts

Texas Performing Arts (TPA) 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., TPA is an anchor institution in Austin's arts, cultural, and entertainment scene. TPA operates venues on the UT campus including Austin's largest theater, Bass Concert Hall. Its public programs include Broadway in Austin; a curated season of international dance, theater, and music; and presentations of national touring artists. TPA is an integral unit of UT's College of Fine Arts and engages students across the university in creative experiences.

Why Join Texas Performing Arts?

This position offers the opportunity to create excellent guest experiences at the largest theater in one of the most exciting arts and entertainment cities in America. You will work on a wide range of events, from touring Broadway to headlining bands to international artists. Your work will contribute to advancing the arts at the #1 ranked public university in Texas and inspiring audiences in one of America's fastest growing cities.

UT Austin provides an outstanding benefits package, including but not limited to:

• Competitive health benefits (employee premiums covered at 100%, family premiums at 50%)

• Voluntary Vision, Dental, Life, and Disability insurance options

• Generous paid vacation, sick time, and holidays

• Teachers Retirement System of Texas, a defined benefit retirement plan, with employer matching funds

• Additional Voluntary Retirement Programs: Tax Sheltered Annuity 403(b) and a Deferred Compensation program 457(b)

• Flexible spending account options for medical and childcare expenses

• Robust free training access through LinkedIn Learning plus professional development opportunities

• For more details, please see: https://hr.utexas.edu/prospective/benefits and https://hr.utexas.edu/current/services/my-total-rewards

Purpose

The Guest Services Manager is part of the team responsible for supporting public-facing activities and guest services before, during, and after events presented, produced, or supported by Texas Performing Arts. Reporting to the Director of Guest Experience, the position manages assigned aspects of parking, security, safety, access, food and beverage, on-site retail and front-of-house facilities. The Guest Services Manager supports Texas Performing Arts' mission to be a welcoming space for everyone to share in the experience of live theater.

Responsibilities

• Guest Experience Planning: Create a welcoming, safe, and enjoyable experience for all Texas Performing Arts guests by planning assigned aspects of TPA's public-facing operations. This includes parking, security, safety & access, food and beverage, on-site retail, and front-of-house facilities. Develop and maintain parking and traffic plans with the Guest Experience and Event Management teams in coordination with supporting university departments and outside contractors. Proactively coordinate with campus and city partners regarding adjacent and overlapping events.

• Guest Communications: Support the development and deployment of informational campaigns such as Know Before You Go emails, social media messaging and web pages. Coordinate informational, institutional, and promotional signage on-site and in-venue with the Marketing & Communications and Development teams. Respond to guest inquiries and engage with guest feedback in direct and public messaging through all communication channels. Conduct real-time and follow-up guest issue resolution. Track, report and continuously seek to improve key guest service metrics.

• Event Operations: Serve as the on-site front-of-house manager to oversee show operations, hourly staff and front of house vendors. Manage ancillary activities in front-of-house spaces such as special events, sponsor activations, and merchandise/VIP package operations on assigned event days. Coordinate special setups required in front-of-house spaces to support programming, engagement, development, or other events.

• Volunteers: Partner with Associate Director in managing volunteer communications and scheduling, including oversight of our scheduling software.

• Other duties as assigned.

Required Qualifications

• Bachelor's degree and at least three (3) years of frontline operations experience in a professional performing arts, entertainment, events, or athletics venue or equivalent experience in the hospitality sector.

• Management experience working within parking & transportation, food & beverage, security, or custodial operations.

• High level of proficiency with office technology such as Excel, PowerPoint, Word, Outlook, Slack, and Zoom.

• Demonstrated experience with key guest service concepts including service strategy design, exceptional service delivery, and recovery from service failures.

• Demonstrated understanding of effective communication concepts, tools and techniques.

• Demonstrated understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy and efficiency.

• Relevant education and experience may be substituted as appropriate.

• Must be authorized to work in the United States on a full-time basis for any employer.

Preferred Qualifications

• Experience in teaching, mentorship, or training roles; experience managing and mentoring student employees and volunteers.

• Fluency in a language other than English.

• Familiarity with Texas Performing Arts venues; familiarity with Austin-area venues.

• Relevant professional education or credentials.

Driving Required

This job requires a class "C" operator's driver's license. The applicant selected must provide a current three year driving record from the current state of residence. If not currently a Texas resident, a Texas driver's license must be obtained within 30 days of becoming a Texas resident. Employees who are required to have a CDL are subject to drug and alcohol testing (pre-employment, post-accident, reasonable suspicion, random, return-to-duty, and follow-up drug and alcohol testing).

Salary Range

$50,000+ depending on qualifications

Working Conditions

• This position is based in Austin, Texas.

• Repetitive use of a keyboard at a workstation. Prolonged screen time.

• Regular and punctual attendance at workplace with flexibility for early morning, evening and weekend work related to performances and events.

• Use of manual dexterity.

• Ability to climb stairs and ladders.

• Ability to be on foot for extended periods of time preparing for and overseeing events.

• Ability to work outdoors in adverse weather conditions.

• Pushing, pulling, lifting, and moving up to 50 lbs.

• Ability to maintain professional demeanor under pressure and in customer service interactions.

Work Shift

• Standard 8am - 5pm office hours.

• Evening, weekend, and holiday work, including "on-call" times, are required in connection with performances and events. Working shifts may include extended daily hours in connection with performances and events. A compensatory time program is provided.

• Occasional work-related travel may be required.

Required Materials

• Cover letter detailing interest in and qualifications for this specific opportunity.

• Resume/CV

• 3 work references with their contact information; at least one reference should be from a supervisor. References will not be contacted without prior approval of the candidate.

• Work samples may be requested if applicant advances to the interview stage.

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded. Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

Employment Eligibility:

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

Retirement Plan Eligibility:

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.

E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university's company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English) [PDF]
• E-Verify Poster (Spanish) [PDF]
• Right To Work Poster (English) [PDF]
• Right To Work Poster (Spanish) [PDF]

Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.