Customer Experience Manager

San Antonio, TX, United States

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 www.atg.co.uk/

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

Our stages are aplatformfor compellingstories– stories that arefor all,by all, andofall.We shine our spotlight on our differences and believe that understanding and celebrating these differences makes usbetter globalcitizens. Wearepassionate about the pursuit of true diversity andequality. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountablefornurturing an inclusive culture, one in which everyone can bring their authentic selves. At ATG, we provide a stage for everyone.

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