Guest Services Manager

Guest Experience Planning: Create a welcoming, safe, and enjoyable experience for all Texas Performing Arts guests by planning assigned aspects of TPAs public-facing operations. This includes parking, security, safety and 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 and 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.