Guest Experience Manager

Emerson College; Boston (MA); Hybrid; USD 66,270 - 81,200; Full time

Benefits offered by this job

Health plans

Dental plans

403(b) retirement benefit

Generous time-off programs

Job summary

Emerson College in Boston is looking for a Manager of Guest Experience to oversee Front of House operations at its Arts Venues. Responsibilities include developing emergency protocols, managing staff, and ensuring accessibility services are in place. The ideal candidate will have a Bachelor’s degree or relevant experience in Event Management or Hospitality and 4-6 years in customer service.

The hybrid role includes a competitive salary ranging from $66,270 to $81,200 annually, along with a generous benefits package for regular staff.

Qualifications

• 4–6 years of experience in Front of House operations & customer service.
• Experience in cash handling and performing cash settlements.
• Crowd Manager training required.
• TIPS On-Premise Certification required (or must be obtained within first 3 months of hire).
• First Aid/CPR Certification required (or must be obtained within first 3 months of hire).

Responsibilities

• Identify, develop, and maintain emergency protocols for six venues.
• Lead all Guest Experience employees, setting professionalism and providing training.
• Oversee all accessibility services and coordinate scheduling for consultants.
• Manage concessions operations including budget management and inventory.
• Complete safety audits and uphold consistent safety awareness.

Skills

Event Management

Customer Service

Problem-Solving

Interpersonal Skills

Attention to Detail

Education

Bachelor’s Degree in Theatre, Event Management, or Hospitality Management

Tools

ABI Workforce Manager

Google Workspace

Microsoft Word

Microsoft Excel

Job description

Join our community and experience Emerson College! The Guest Experience department serves as the “front porch” to the Emerson College campus, acting as its primary public interface, and fostering engagement from visitors across the globe. The Manager, Guest Experience reports to the Senior Marketing Officer and directly manages all aspects of Front of House operation for all six of Emerson College’s Office of the Arts Venues, which welcomes over 50,000 patrons annually. The Manager acts as the primary department manager as well as the direct liaison between OA external clients and the Guest Experience House Management staff.

ESSENTIAL JOB DUTIES

Protocol Management
Identify, develop, and maintain needed active security, safety and emergency protocols for all six venues. This includes procedures for fire, active shooter, sudden weather, and other emergency response and evacuation needs. The Manager will collaborate with OA leadership and Emerson’s Emergency Management division to provide independent, event‑space‑specific protocols that complement Emerson College’s broader approach. Extensive knowledge of theatrical norms and processes is required to ensure the safety of up to 1,200 patrons at any point in an event’s life‑cycle. The Manager will also ensure that communications protocols are developed, updated, and communicated with both internal and external staff.

Staff Management
Lead all Guest Experience employees, setting a standard of professionalism, hospitality, and welcome, and providing regular guidance and training. Oversee and communicate all employee feedback, promotions, and disciplinary action. Ensure all necessary external certifications are up to date. Develop and facilitate a variety of regular training opportunities including new hire, evacuation, accessibility, and first aid. Organize and lead monthly Guest Experience senior staff meetings. Manage and balance the Guest Experience department budget and act as the cost‑center approver. Manage both full‑time and part‑time staff as well as a contingent of part‑time intermittent/student employees.

Accessibility Coordination
Oversee all accessibility services, including American Sign Language interpretation, audio descriptions, and open captioning for performances. Manage and coordinate scheduling for consultants and vendors for both on‑site and digital accessibility programming. Create awareness of accessibility programming with local leaders within the Deaf/HoH, blind, and HOS communities. Coordinate guest seating and placement of closed captioning for dependent audience members, and understand associated costs.

Concessions Management
Oversee Guest Experience concessions operations, including purchasing, receiving, budget management, inventory management, digital reporting, and logging discrepancies. Maintain on‑premises TIPS certification status for all concession staff to ensure safe alcohol service across all venues. Coordinate event requirements with Production & Box Office Departments, marketing, and other organizations to support on‑time signage and vendor relationships.

Represent the Office of the Arts as a member of Emerson College’s Emergency Response Team. Manage the Guest Experience team in digital spaces (Zoom, Cinesend & vMix). Support usher staffing at events as needed. Uphold venue maintenance and appearance in coordination with Production and the Emerson College Facilities department. Represent OA on the EC Safety Committee. Implement college‑recommended training and procedures. Complete safety audits of spaces and procedures annually. Maintain a high level of consistent safety awareness and serve as a representative in cross‑departmental working groups.

QUALIFICATIONS

• Bachelor’s Degree or relevant experience required in Theatre, Event Management, or Hospitality Management.
• 4–6 years of experience in Front of House operations & customer service.
• Experience in cash handling and performing cash settlements.
• Crowd Manager training required.
• TIPS On‑Premise Certification required (or must be obtained within first 3 months of hire).
• First Aid/CPR Certification required (or must be obtained within first 3 months of hire).

KNOWLEDGE, SKILLS, AND ABILITIES

• Detailed knowledge of ABI Workforce Manager, Google Workspace, Microsoft Word, and Excel.
• Strong knowledge of accessible theater services, including ASL, audio description, open/closed captioning, and sensory‑friendly performances.
• Strong knowledge of Spectrix.
• Ability to collaborate across a wide range of digital communication platforms (Google apps, Slack, Zoom).
• Dedicated passion for event management and storytelling.
• Excellent interpersonal skills and problem‑solving ability across multiple departments.
• Demonstrated ability to foster a positive and productive work environment and maintain a strong customer service culture.
• Strong attention to detail, especially regarding cash/credit transactions and settlements.
• Ability to create and facilitate meaningful training opportunities for all staff levels.
• Professional and collaborative team member with discretion for sensitive information.
• Familiarity with best practices for serving patrons with disabilities and from varied socio‑economic backgrounds.
• Sound judgment under pressure and in high‑volume environments.
• Ability to prioritize multiple demands and meet deadlines.
• Strong observational and feedback skills.
• Strong organizational skills in a shared workspace.
• Second‑language skills are a plus.

PHYSICAL ABILITIES

Frequently required to move or lift objects. Required to stand for extended periods. Ability to work nights and weekends as needed.

WORK ENVIRONMENT

Works in an office and theatre environment with limited natural light. Requires constant coordination of mental and visual attention. Moderate travel and exposure to moderate noise levels.

IN‑OFFICE EXPECTATIONS

The position is primarily a hybrid role with expected days in the office each week. The hybrid arrangement will be made upon hire. Candidates must reside within a reasonable commuting distance of the Boston campus. Compensation is $66,270.00 – $81,200.00 annually, commensurate with experience. Grade of Position: 23‑08E. Employment Category: Regular. Scheduled weekly hours: 36.25. In addition to a competitive salary, Emerson College offers a generous benefits package to regular staff scheduled to work 20+ hours per week, including health plans, dental plans, time‑off programs, a 403(b) retirement benefit, and additional coverage such as life and disability.

EQUAL OPPORTUNITY EMPLOYER

Emerson College believes the pathway to achieving inclusive excellence is fostering a campus climate where everyone can thrive. The Associate Vice President of Equity, Access & Equal Opportunity/Title IX Coordinator responds to inquiries regarding the college’s policy against discrimination, harassment & sexual violence. Contact: (617) 824‑8999 [e-mail].