Guest Services Supervisor - EV

About the Role

The Guest Experience Supervisor at the Broward Center for the Performing Arts and The Parker is highly personable, friendly, and focused on delivering a grand sense of occasion for all guests. This position supervises various guest service operations and team members to provide exceptional guest and artist experiences.

Responsibilities

• Exhibit a positive attitude with consideration for others.
• Coordinate day-of-event guest services in the PACA venue by executing the operational plan for guest and performance needs, customer service, emergencies, and safety—ensuring every guest enjoys a seamless and first-class experience from arrival to departure.
• Provide consistent “world-class” service to discriminating patrons, whether by phone, in person, or at an event.
• Assist with training team members, including Head Ushers and volunteers, to create a positive experience for all patrons.
• Report all incidents to the Director or Management, including injuries, health-related issues, lost or damaged property, and alcohol-related incidents.
• Provide accessibility assistance to guests and coordinate accessibility resources.
• Coordinate SEAS presentations with the SEAS Supervisor and the Education department.
• Distribute information and coordinate Head Ushers, Volunteers, Parking Garage, Police, and Valet activity.
• Implement Cue Time with Volunteers as needed.
• Ensure proper and accurate signage is displayed on campus and within the venues for all events.
• Assure programs, handouts, and inserts are provided and properly allocated.
• Open lobby doors and house doors at the correct designated time.
• Operate House Chimes during performances and make clear and concise PA announcements.
• Monitor guest activity, arrival, seating, and exiting to ensure implementation of proper procedures.
• Complete Head Usher checkout for each event as assigned.
• Secure the building and transfer to Security upon completion of responsibilities.
• Prepare and distribute all identified Front of House reports.
• Identify and take corrective action for areas in need of repair or enhancement to prepare and maintain guest areas.
• Demonstrate excellent organizational skills, multitasking abilities, and proficiency in time management.
• Complete additional responsibilities as assigned.

Core Competencies

• Customer Focus: Understand the needs of the customer (internal & external) and act accordingly to create an exceptional experience.
• Teamwork: Work as a collaborative member of a group, contributing to the overall mission, strategies, and goals.
• Accountability: Take ownership of deliverables and actions and contribute value to the organization. Accept responsibility for actions and outcomes.

Requirements

• Able to maintain a physical presence at designated work locations, maintaining regular attendance, punctuality, and work a flexible schedule, including nights, weekends, holidays, and events.
• Able to communicate effectively in English, both in writing and verbally. Spanish fluency preferred.
• Able to lift and distribute program boxes weighing up to 25 pounds.
• Able to learn, assist, and train in evacuation procedures and emergency conditions.
• Able to remain calm in stressful situations.
• Skilled in implementing quality customer service.
• Knowledge of executing scheduled events.
• Able to work effectively and positively with others.
• Experience in Windows-based programs, including Word, Outlook, Excel, and PowerPoint, is a plus.

Qualifications

High School, High School Equivalent, or Higher: General/Business or any equivalent combination of training and experience.