Event & Guest Experience Manager - VPAC

Provide leadership and oversight of front-of-house operations for the Visual & Performing Arts Center (VPAC). This position coordinates event readiness, supervises guest services staff, and ensures a high level of customer service for all events. Serves as a key liaison between operations, ticketing, concessions, and event coordination teams to ensure seamless execution of district and external events.

Qualifications

• Bachelor’s degree preferred (Business, Hospitality, Event Management, or related field)
• Equivalent combination of education and experience may be considered
• Strong leadership, customer service, and organizational skills
• Ability to manage multiple events and priorities simultaneously
• Knowledge of event operations, front-of-house procedures, and venue management
• Ability to read event diagrams, BEOs, and room layouts
• Proficiency in Microsoft Office; scheduling software experience preferred
• Strong communication and problem-solving skills
• Minimum of two (2) years of experience in event operations, guest services, or hospitality
• Experience in theaters, arenas, performing arts centers, or similar venues preferred

Responsibilities

• Coordinate front-of-house operations for multiple VPAC events
• Review event details, staffing plans, and operational needs prior to events
• Conduct event walkthroughs to ensure accuracy of setup, signage, and readiness
• Assist with scheduling and communication of event details to departments
• Ensure all staffing, equipment, and service needs are met prior to event start
• Oversee and direct ushers, ticketing staff, and front-of-house support personnel
• Serve as lead on-site contact for guest services during events
• Ensure adherence to customer service standards and district policies
• Train, mentor, and evaluate front-of-house staff
• Provide high-quality customer service to patrons, clients, district staff, and promoters
• Serve as liaison between clients, internal departments, and event staff
• Resolve guest concerns, complaints, and service issues professionally
• Maintain a welcoming, safe, and accessible environment for all patrons
• Participate in production meetings and planning sessions
• Assist with event logistics, room layouts, and operational planning
• Support coordination of staffing needs and communication of event timelines
• Collaborate with event coordinators and management on execution strategies
• Work with box office staff to support ticketing operations and ADA accommodations
• Ensure accessible seating and services are properly coordinated
• Support will-call, entry operations, and patron flow as needed
• Serve as Manager on Duty (MOD) during events as assigned
• Monitor event operations and adjust staffing or workflow as needed
• Ensure compliance with safety, security, and emergency procedures
• Maintain oversight from pre-event setup through post-event breakdown
• Assist in developing and maintaining front-of-house procedures and standards
• Support revenue-generating activities by enhancing guest experience and repeat business
• Assist with reporting, billing coordination, or administrative tasks as needed
• Perform other duties as assigned

Supervisory Responsibilities

• Direct supervision of part-time front-of-house staff (ushers, ticketing, guest services)
• Provide leadership, training, and evaluation support

Schedule

244 days. Work schedule includes nights, weekends, holidays, and early mornings as required by events.

Pay

BA 5 - $76,329 (based on experience) as set by the Board of Trustees.

Mental Demands / Physical Demands / Environmental Factors

• Tools/Equipment Used: Standard office equipment, radios, ticket scanners, scheduling/event software
• Posture: Standing and walking for extended periods; occasional sitting
• Motion: Frequent walking, bending, reaching, and lifting
• Lifting: Ability to lift up to 50 pounds
• Environment: Indoor and outdoor event settings; high-volume crowd environments
• Mental Demands: Work with frequent interruptions; maintain emotional control under stress; manage multiple priorities