Guest Experience Manager - Houston, United States - Houston Grand Opera Association Inc

Description

Job Highlights
The Guest Experience Manager oversees the customer experience at Houston Grand Opera performances and events, ensuring a memorable visit.

The role is charged with reducing or eliminating hassle factors for guests, and continually seeks to improve and innovate for the benefit of our customers by reacting to feedback and collaborating with internal and external partners.

Join Us

We are looking for talented, passionate, dedicated people who are eager to make contributions to our community and our mission.

About the Houston Grand Opera
The mission of HGO is to enrich our diverse community through the art of opera. We do so by creating, curating, exploring, and producing outstanding experiences centered around the human voice.

HGO has received a Tony Award, two Grammy Awards, and three Emmy Awards - we are the only opera company in the world to win all three honors.

Our strategic focus is two-fold: creating profoundly enriching experiences for our diverse audiences and clearly defining and positively promoting the HGO brand.

We are passionate about building and sustaining an inclusive and equitable working environment for all company members.

We believe every team member enriches our diversity by exposing a broad range of ways to understand and engage our community and discover, design, and deliver enriching experiences.

Compensation and Benefits

• Comprehensive and affordable health benefits, including medical, dental, and vision insurance; a highdeductible healthcare plan with an employerfunded health savings account; a flexible savings account; an employee assistance program; and employerpaid life, shortterm disability, and longterm disability insurance
• Generous paid time off including vacation, wellness, parental leave, and scheduled and flexible holidays
• 403b retirement plan with employer match
• Flexible work schedule
• Hybrid work environment
• Professional development fund and opportunities
• Discounted parking in the Theater District garage and nearby lots plus easy access to Metro transportation
• Free tickets to our mainstage and community productions and events

Key Responsibilities

• Lead the frontofhouse team (including supervision of a House Manager, Assistant House Manager, and a team of Guest Services Representatives) by establishing policies and procedures to ensure that HGO customers have the best experience possible during events.
• Ensure we have creative and engaging entertainment and guest activities on Fish Plaza, in the lobbies, and in the Grand Foyer that result in a memorable, shareworthy visit for all guests. Responsibilities include brainstorming activations, enlisting coworker and partner support when needed, and scheduling or developing these efforts.
• Maintain relationships and schedule all frontofhouse staff for performances including Guest Services, EMTs, and police officers. Ensure all parties are knowledgeable about their responsibilities and the elements particular to each event.
• Develop a process by which coworkers and partners will schedule activities created for guests that happen before, during, or after the performance (such as an activation on the Plaza) to ensure awareness among all parties, and prioritization of initiatives and plans for logístical challenges. Maintain a master calendar of these initiatives and ensure clear communication prior to shows, including working closely with Marketing to develop communication for guests.
• Serve as liaison for the guest experience elements of our partnership with Houston First Corporation and Levy Restaurants. Ensure partners are informed of HGO needs and plan for circumstances related to each performance. Establish an expert understanding of building policies and procedures. Collaborate with HGO Operations team on all efforts.
• Maintain strong working relationships and open communication with additional businesses and organizations that impact our guest experience including other performing arts groups, nearby parking facilities and restaurants, city, and downtown organizations, etc.
• Establish best practices for customer service and the delivery of HGO's brand vision through the guest experience. Create and execute training for those who interact with customers, including parttime and contract staff, internal colleagues, and external partners.
• Work closely with Business Intelligence, Marketing, and the Customer Care Center to understand the feedback and survey responses we receive from customers. Create action plans to resolve experience and partnerrelated issues.
• Create postevent recaps that track the overall experience, capturing data from the day, best practices, opportunities for improvement, and issues that need immediate resolution. Ensure recaps are appropriately distributed and appropriate actions are taken in a timely manner.
• Establish budgets and track expenses for all guest experience efforts including parttime staff, vendors, activations