Guest Experience Manager

POSITION SUMMARY

The Guest Experience Manager 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 manager position is responsible for managing various guest service operations, team management and training that ensures positive guest and artist experience. 

ESSENTIAL FUNCTIONS

• Responsible for the supervision of department staff. Work with Human Resources and Director of Guest Experience to ensure staffing decisions and actions are consistent with organizational goals.


• Exhibit a positive attitude with consideration for others. 


• Provide consistent “world-class” service to discriminating patrons to ensure a dynamic service experience whether it in person at an event, by phone or email. 


• Greet and welcome guests and proactively assist guests with any questions or concerns.


• Exhibit a fun, customer service-oriented attitude and professional appearance at all times.


• Deliver unparalleled service when assisting visitors in locating events, activities, transportation, parking, restaurants, box office, ushers, security, and related services. 


• Contribute to the design and implementation of ongoing training programs for Guest Experience staff, including onboarding, customer service excellence, emergency procedures, and accessibility awareness. 


• Conduct regular team development sessions to foster collaboration, improve communication, and optimize team performance.


• Provide team coaching, feedback, and growth opportunities to ensure continuous improvement. 


• Understand all venue policies and procedures.


• Oversee team member schedules for supervisors, ushers, and support staff.


• 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. 


• Communicate with production, ticketing and operations team, parking garage team, public safety personnel, and related Broward Center teams to consistently deliver a safe and joy filled arrival and departure journey. 


• Support ordering, inventory, and stocking for the department. 


• Address customer complaints with empathy and compassion while offering viable solutions.


• Assume ownership in resolving guest challenges on campus (challenges may include duplicate ticket issues, guest acting inappropriately or suspiciously, guests cursing, fighting, or trying to bring prohibited items into the venue).


• Remain informed about all events and activities within the facility during any scheduled period. 


• Ensure accurate, on brand signage is displayed on campus and within all venues.


• Oversee programs, handouts, and inserts are delivered and properly distributed. 


• Manage any event related initiatives as needed or assigned.


• Complete additional duties 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.


• Exhibit a fun, customer service-oriented attitude and consistent professional appearance .


• Skill in recognizing and preventing issues before they arise.


• Knowledgeable of all areas of the Broward Center and The Parker campus and neighboring areas including directions to/from campus from surrounding areas.


• Established skills at hospitality team training, mentoring and performance improvement metrics.


• Demonstrate understanding of accessibility requirements and inclusive service to guests with disabilities.


• Knowledgeable about emergency management policies and procedures.


• Able to operate hand-held radios and ticket scanners.


• Understanding of emergency management policies and procedures.


• Demonstrate excellent organizational skills, multitasking abilities, and  proficiency in time management.


• Demonstrate professionalism, tact, and courtesy during  all patron interactions.


• Use mobile devices to provide information and directions.


• Strong verbal and interpersonal skills with the ability to communicate effectively with guests and other team members.

SUPERVISORY RESPONSIBILITY

• Guest Experience Supervisors EV


• Head Ushers EV

DESIRED EDUCATION AND EXPERIENCE

• Minimum 2 years of customer service and experience or proven success live event experience is a plus.


• AA/AS Degree or Higher preferred or equivalent combination of training and experience.