Event & Guest Experience Manager - VPAC

PRIMARY PURPOSE:

Provide leadership and oversight of front-of-house operations for the Visual & Performing Arts Center (VPAC). This position is responsible for coordinating event readiness, supervising guest services staff, and ensuring 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:

Education/Certification:

• Bachelor’s degree preferred (Business, Hospitality, Event Management, or related field)
• Equivalent combination of education and experience may be considered

Special Knowledge/Skills:

• 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

Experience:

• 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

TERMS OF EMPLOYMENT:

244 days

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

SALARY:

BA 5 - $76,329

Salary Range (based on experience) as set by the Board of Trustees.

ESSENTIAL FUNCTIONS:

Event Coordination & Operations

• 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

Front of House Leadership

• 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
• Training, mentoring, and evaluating front-of-house staff

Guest Services & Client Relations

• 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 in a professional manner before, during, or after events.
• Maintain a welcoming, safe, and accessible environment for all patrons

Event Planning Support

• 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

Ticketing, Accessibility & Venue Coordination

• 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

Event Day Oversight (MOD Responsibilities)

• 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

ADDITIONAL DUTIES:

• 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

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

NOTICE TO TRS RETIREES:

Work hour restrictions may apply. Contact TRS at 1-800-223-8778 for guidance.

APPLICATION INFORMATION:

Applications will be reviewed. Not all applicants will be interviewed. Hiring Managers may choose to email you regarding this application. Please monitor your email regularly for any communication.