Guest Services Supervisor - EV bei Broward Center for the Performing Arts

POSITION SUMMARY

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 is responsible for supervising various guest service operations and team members that provide exceptional guest and artist experiences. 

ESSENTIAL FUNCTIONS

• Exhibit a positive attitude with consideration for others. 
• Coordinate day-of-event guest services in the PACA venue as assigned 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.
• To provide consistent “world-class” service to discriminating patrons to ensure a dynamic service experience, whether it 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 but not limited to injuries or 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 building and transfer to Security upon completion of responsibilities.
• Prepare and distribute appropriately 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, multitask abilities, and be proficient 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.

KNOWLEDGE AND ABILITIES

• 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 required.
• 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.
• Communicate effectively, both verbally and written, in English.
• 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 a plus.

SUPERVISORY RESPONSIBILITY

• n/a

DESIRED EDUCATION AND EXPERIENCE

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