Guest Experience Manager: Front-of-House & Patrons

Miami City Ballet; Miami Beach (FL); Presencial; USD 55.000 - 65.000; Jornada completa

Descripción de la vacante

Miami City Ballet seeks a Guest Experience Manager to uphold elevated, world-class service for patrons year-round, at performances on site and at partner venues. As the primary touchpoint for guests, you will lead front-of-house operations, resolve issues, and coordinate accessibility needs to ensure a seamless, memorable visit.

You will oversee part-time staff, plan merchandising activities, and collaborate with Marketing and Advancement to deliver consistent service standards.

Formación

• Minimum 3–5 years of progressive experience in front-of-house, guest services, hospitality, or venue operations.
• Demonstrated experience hiring, scheduling, training, and managing part-time or seasonal frontline staff.
• Exudes a results-based, can-do attitude focused on positive customer interactions and loyalty.
• Proven ability to resolve guest concerns in the moment with sound judgment and discretion.
• Experience coordinating with external venue partners and house management.
• Working knowledge of ticketing and CRM applications, preferably Tessitura.

Responsabilidades

• Oversee front-of-house guest experience at all performances, onsite and at partner venues.
• Act as a service ambassador and first responder to patron needs and issues.
• Manage in-venue merchandising setup, inventory, and revenue growth from sales.
• Coordinate ADA seating and accessibility requests with partners and internal teams.
• Lead part-time staff recruitment, scheduling, training, and performance evaluations.
• Maintain event reporting and follow up on resolutions with the service team.
• Collaborate across departments to ensure world-class guest service throughout the season.

Conocimientos

Front-of-house experience

Guest services

Staff management

CRM Tessitura

Event operations

Communication

Educación

BA/BS degree or equivalent

Herramientas

Tessitura

Descripción del empleo

Miami City Ballet seeks a Guest Experience Manager to uphold elevated, world-class service for patrons year-round, at performances on site and at partner venues. As the primary touchpoint for guests, you will lead front-of-house operations, resolve issues, and coordinate accessibility needs to ensure a seamless, memorable visit.

You will oversee part-time staff, plan merchandising activities, and collaborate with Marketing and Advancement to deliver consistent service standards.