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    Customer Experience Manager - San Antonio, United States - Ambassador Theatre Group

    Ambassador Theatre Group
    Ambassador Theatre Group San Antonio, United States

    3 weeks ago

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    Description

    Job Description

    Job Description

    POSITION: Customer Experience Manager

    LOCATION: Majestic Theatre, Charline McCombs Empire Theatre and The Espee, San Antonio, TX

    HOU RS: Full Time, flexible and extended hours, including nights, weekends, and holidays, in addition to regular office hours

    COMPENSATION: Based on Experience

    ABOUT THE POSITION

    • Responsible for the success of front-of-house (FOH) operations
    • Provide support to House Management in the efficient operation of the venues on a show-to-show basis
    • Hold Usher staff to the highest performance standard, providing coaching or disciplinary actions when necessary
    • Implement our disciplinary policy, including verbal warnings, written warnings, and termination of employment
    • Be active and well-prepared with knowledge of the venue's emergency procedures and work closely with management in case of an emergency
    • Engage with patrons and work in effectively resolving any patron conflicts or concerns
    • Assist with improving and implementing the policies and procedures for the Front Of House staff
    • Ensure the optimal customer experience at each performance and special event while sharing responsibility for the security of patrons, the facility, and all personnel overseeing the running of the front-of-house operation
    • Assist with nightly reports, weekly payroll, and other ancillary documents
    • Be present for the recruitment, interview, and hiring process for part-time and full-time positions
    • Create a fun and vigorous work environment, inspiring and leading the Ushers while promoting respect and dedication in each employee's work
    • Updates labor costs for all assigned shows.
    • Reports to the Customer Experience Director.
    • Responsible for advancing all assigned events on time.
    • Assist with special events and projects as needed
    • Assist with upcoming events while exercising utmost discretion
    • Responsible for interviewing and hiring prospective House Managers and House Security
    • Coordinate training of House Managers and House Security
    • Respond to all House Managers and House Security inquires
    • Ensures all events are adequately staffed.

    PEOPLE, PLACES, and THINGS

    • The Customer Experience Manager has the esteemed honor of leading the front-of-house staff and operations of San Antonio's beloved landmarks, the Majestic Theatre (93 years), Charline McCombs Empire Theatre (107 years), and the Espee.
    • Works as manager on duty during events, ensuring a positive experience for guests, staff, and the visiting production team.

    EXPERIENCE and SKILLS

    The ideal candidate will have:

    • Management Experience
    • Extensive experience in hospitality and venue management
    • Exceptional interpersonal relations and communications skills
    • Demonstrated experience in providing a superior level of customer service
    • Capable of supervising and leading a diverse team of part-time ushers, house managers, and front-of-house staff.
    • Knowledge and/or certifications in health code, fire safety, first aid, CPR, and other life safety.
    • A college degree and experience working in arts organizations are preferred but not required.
    • Basic PC skills, including Microsoft Office (Outlook. Excel, Word, etc.)

    COMPETENCIES

    • Must be able to self-motivate to complete tasks with minimal supervision
    • Must ensure that all laws, building codes, ordinances, policies, procedures, risk management, and emergency procedures are followed.

    BENEFITS

    • 401K eligible, competitive healthcare plan, flexible hours (as relates to performance schedule and responsibilities), paid vacation, downtown parking.

    ABOUT ATG

    Nothing beats the energy and excitement of a great live performance. That's why our mission is to bring the very best in music, theater, comedy, and more to the largest possible number of people. Since 1992, we've grown to be a world leader in live entertainment. 10 million people annually attend live performances at one of our 50 iconic venues across North America, the United Kingdom, and Germany. That number keeps growing. We partner with the world's top creative talent and present critically acclaimed productions that have won over 80 Tony and Olivier Awards. We also operate some of the world's most popular theatre ticketing sites, with 11 million and counting customers getting their tickets directly from us.

    People are at the heart of our success. Our core values - Passionate, Smart, Collaborative, and Ambitious – are about our people. Thousands of people work for ATG worldwide, and their passion and commitment allow us to create outstanding live entertainment experiences.

    To learn more about ATG, visit

    ATG'S INCLUSION, DIVERSITY, EQUITY, & ACCESS MISSION STATEMENT

    Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are passionate about the pursuit of true diversity and equality. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves. At ATG, we provide a stage for everyone.

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