Burlington, Ontario, Canada
Keene, New Hampshire
Posted: 12-Aug-24
Location: Boston, Massachusetts
Type: Full Time
Salary: $60,000 - $75,000
Categories:
Pay Frequency:
Preferred Education:
The Guest Experience Manager, working as part of the Theatre Services Department and reporting to the Director of Theatre Operations, will oversee all Front of House Operations for the Boch Center Wang and Shubert Theatres to ensure a safe and enjoyable experience for all guests.
Qualifications:
Minimum of 5 years related Event experience.
A proven track record of working with staff, including Guest Relations, Ushers, Ticket Takers, Food & Beverage Service, Security and Housekeeping.
Experience in working in a fast paced, time sensitive environment.
Experience in coordinating responses and responding to emergency situations while also maintaining oversight and understanding of other activities taking place.
Ability to work well within the Boch Center’s team environment both within the Theatre Services Department as well as other departments inside the organization.
Thorough understanding of safety issues and practices relating to public assembly operations.
Excellent interpersonal and communication skills to coordinate significant customer and client interaction.
A history of proven budget management that adheres to both company and client goals.
Ability to understand and work within Union labor agreements.
Understanding of not-for-profit operations from both a client and operator perspective.
Ability to understand the Boch Center’s priorities and work cooperatively to maximize revenue.
Proficiency in Microsoft Word, Excel, Outlook.
CPR, First Aid, Crowd Manager Certification or willingness to obtain.
Essential Job Duties:
Oversee the customer/guest experience for patrons attending shows and functions at the Boch Center.
Oversee all Front of House related staff including Guest Relations, Ushers/Ticket Takers, and contracted staff for Security, Cleaning and Concessions.
Actively work with Director of Theatre Operations to establish and enforce safety standards and procedures including organizing and delivering training sessions for Front of House staff.
Assure that a full complement of employees and contracted personnel, as required by the needs of the show/function is available for work as scheduled.
Responsible for working to resolve all audience ticket issues, including, but not limited to, past-dating, duplicate ticketing, accessible seating issues and customer complaints.
Maintain Lost & Found along with appropriate records.
Coordinate with the Boch Center Production Manager and Director of Theatre Operations to determine the specific needs of each show/function, including opening times, curtain times, intermissions, stage access and any other detail such as ‘seating holds’, actor entrances from the house, special security needs. Disseminate information to Front of House team members.
Review and approve Box Office Statements.
Responsible for handling performance reviews and disciplinary actions as may be needed for Front of House staff.
Implement and coordinate ADA related activities including customer service.
Review and verify payroll for Ushers and Guest Relations staff.
Actively participate in trade organizations to enhance the visibility of Boch Center facilities.
Perform all other duties customarily performed by a Guest Experience Manager, or as directed by the Employer.
Boch Center is an Equal Opportunity Employer and seeks diversity in its workforce.
TO APPLY:
Please forward cover letter, resume and references to:
Eric Neill
Boch Center
270 Tremont Street
Boston, MA 02116
Email: eneill@bochcenter.org
Fax: 617-482-0752
No Telephone Calls.
