POSITION SUMMARY

The Director, Guest Services is responsible for Guest Services operations at a 9-acre campus that includes: the Walt Disney Theater, Steinmetz Hall, Alexis & Jim Pugh theater, Judson’s, Seneff Arts Plaza and meeting spaces. The Director leads the Guest Services team in support of the center’s mission “To be an inspirational place where all people love to be.” Key responsibilities include developing and leading the department annual work plan; providing logistics support for shows, events and internal operations; leading the guest services colleagues and supporting the volunteer program; and contributing to the success of the organization by working collaboratively with internal and external stakeholders focusing on delivering exceptional guest service.

The Guest Services team delivers exceptional service in support of the center’s vision of Arts for Every Life®.The Director ensures consistency and excellence in service and quality while meeting fiscal responsibilities.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES

• Establish performance and quality standards for the department. Lead and oversee guest service operations defined as: front of house operations, guest services colleagues and volunteers. Develop and implement SOP’s, best practices and training guides for consistent service performance. Educates team and stakeholders on standards and executes on plans.
• Develop yearly budget and work plan for the Guest Services team.
• Attend weekly logistics meeting and show advance calls. Communicate key information to stakeholders and ensure guest services team is prepared for all building activations. Verify compliance with all contracts/ticket riders on items such as: merchandise sales and items impacting guest experience (i.e., restrictions on photography and cell phones).
• Implement and oversee pre-show and post-show reports. Communicate with key departments/leaders on any items that require follow-up. Maintain all show reports per record retention policy. Facilitate collaborative team atmosphere among ticketing, front of house, and production services teams. Ensure pre-show huddles are occurring with guest services staff, security, production, ticketing and vendors (valet, F&B) to communicate show and event details.
• In conjunction with Security, responsible for reporting guest incidents (including illness and injury). Maintain thorough documentation and timely reporting. Ensure all FOH Managers are trained on proper reporting of guest incidents.
• Manage the Parking Services to include partnering with The City of Orlando Traffic Department, contracted valet service team, local parking garages and OPD off duty traffic control for all events.
• Manage vendor/partner relationships (i.e., valet, parking garage, merchandise sales) to find opportunities to drive efficiencies and increase revenue.
• Accountable for administrative responsibilities to include recruiting, scheduling, payroll, budgets and purchasing. Interviews, selects. trains, supervises, counsels, disciplines and evaluates performance of team for the efficient operation of the department. Schedules and directs colleagues on their work assignments. Conducts 1:1 with direct reports. Demonstrates customer service-oriented leadership.
• Accountable for compliance with all policies and procedures that relate to the department as well as local, state and federal laws and regulations.
• Manages and monitors product quality and guest satisfaction. Moves throughout facility/operation to visually monitor and take corrective action to ensure quality and service standards are met. Provides guidance for improvement and implements necessary adjustments. Interacts and resolves guest concerns in a timely manner. Troubleshoots recurring issues.
• Leads the Guest Survey program. Reviews and analyzes survey data and shares results with key stakeholders. Prepares monthly, quarterly and annual reports, noting any trends and citing measures taken to improve scores.
• Attend required meetings. Ensures that regular and ongoing communication is happening within assigned departments (huddles, staff meetings, feedback).
• Follow and support all operational policies and procedures. Assimilate into the arts center culture through understanding, supporting and demonstrating the core values.
• Champions the arts center’s vision and mission and ensures alignment with key stakeholders.
• Maintain a professional and friendly relationship with other departments, colleagues, and partners.
• Able to remain calm under pressure. Ability to work effectively with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy. Maintain Dr. Phillips Center standards of customer service at all times.
• Able to effectively communicate in English in both written and oral forms.
• Other duties as assigned.

KNOWLEDGE AND EXPERIENCE

• Bachelors’ degree or equivalent combination of education and experience.
• Requires at least 5 years’ leadership experience in large public venues (theme park, hotel, arena, performing arts center, etc.) overseeing guest services areas and large teams.
• Previous supervisory experience to include hiring, training, scheduling, performance management and payroll.
• Must have financial/budgeting experience.
• Experience in-house management and/or ticketing with a public events facility.
• Must be proficient in the use of Microsoft Office (Word, Excel, Outlook, Teams and PowerPoint). Candidates should have experience working in a venue management system and navigating a CRM system.
• Ability to solve problems imaginatively and create support for solutions.
• Demonstrated decision-making ability; experience exercising good judgment and discretion under pressures of time and changing or conflicting priorities.
• Strong written, verbal, organizational, analytical, and interpersonal skills.
• Demonstrated knowledge and experience with building and maintaining positive customer experience, including successful and professional resolution of complaints.
• Knowledge of current ADA laws and accessibility programs.