Guest Experience Manager

Broward-Center-For-the-Performing-Arts; Fort Lauderdale (FL); On-site; USD 60,000 - 90,000; Full time

Job summary

The Broward Center for the Performing Arts (and The Parker) seeks a personable Guest Experience Manager to lead guest services, supervise staff, and enhance every guest’s journey at events. This role supports onboarding, training, and accessibility initiatives to ensure a consistently exceptional experience for patrons and artists.

You will collaborate with production, ticketing, operations, and safety teams to deliver a safe, joyful arrival and departure experience while maintaining brand

Qualifications

• 2+ years in customer service or live events is preferred.
• Experience supervising staff and coordinating teams.
• Strong communication and hospitality orientation.
• Knowledge of accessibility requirements is a plus.
• Ability to train and coach team members for performance improvement.

Responsibilities

• Supervise department staff and coordinate with Human Resources and Director of Guest Experience.
• Provide world-class service to guests at events, by phone, or email.
• Greet guests, assist with questions, and facilitate guest flow and experience.
• Develop and deliver ongoing training for Guest Experience staff, including onboarding and safety procedures.
• Monitor incidents, coordinate with security and operations, and report to management.
• Coordinate accessibility resources and ensure inclusive service for guests with disabilities.
• Oversee scheduling for supervisors, ushers, and support staff and manage inventory as needed.

Skills

Customer service

Staff supervision

Event operations

Bilingual English/Spanish

Training and coaching

Education

AA/AS Degree or Higher preferred

Job description

Position SummaryThe 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 FunctionsResponsible 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 CompetenciesCustomer Focus – Deliver responsive, courteous service that creates a positive experience.Teamwork – Collaborate effectively to achieve departmental and organizational goals.Accountability – Take ownership of work, follow through on commitments, and demonstrate sound judgment.Supervisory ResponsibilityGuest Experience Supervisors EVHead Ushers EVKnowledge and AbilitiesMaintain a physical presence at designated work locations, maintaining regular attendance, punctuality and work a flexible schedule including nights, weekends, holidays, and events required.Communicate effectively in English, both verbally and in writing. 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.Operate hand-held radios and ticket scanners.Understand 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.Desired QualificationsMinimum 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.