Ticketing & Guest Experience Manager

Shelby American, Inc.; Chicago (IL); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading cultural institution in Chicago seeks a Ticketing & Guest Experience Manager to oversee daily operations and enhance guest experiences. The role involves managing staff, refining procedures, and ensuring exceptional service delivery. Join a dynamic team dedicated to creating memorable visitor interactions.

Qualifications

• Proven ability to lead, motivate, and manage a diverse team.
• Track record of delivering exceptional guest experiences.

Responsibilities

• Oversee day-to-day center operations ensuring smooth support for staff.
• Lead hiring, training, and performance review processes.

Skills

Leadership

Communication

Problem-solving

Guest service

Organizational skills

Education

3-5 years of experience in a supervisory or management role

Tools

Ticketmaster

Tessitura

Job description

Position Title: Ticketing & Guest Experience Manager

Classification: Full Time, Exempt

Reports To: Associate Director of Sales

Position Summary: Oversees the daily operations of the center, ensuring a seamless and exceptional guest experience through efficient management of staff and resources. This role is responsible for maintaining and refining standard operating procedures, providing expert knowledge in ticketing systems and tour operations, and fostering a culture of outstanding customer service. Additionally, the Ticketing & Guest Experience Manager leads hiring, training, and performance review processes to build a high-performing, inclusive team that consistently meets organizational goals.

Primary Working Relationships: Ticketing Team, Retail Team, Group Sales, Volunteers, and others

Key Responsibilities / Essential Duties:

1. Oversee day-to-day center operations in real time, ensuring smooth support for floor staff and volunteers while identifying and implementing improvements quickly.
2. Set the standard by delivering exceptional customer service and creating unforgettable guest experiences, inspiring others to do the same.
3. Own the guest experience for visitors to the Chicago Architecture Center (CAC) and tours, leading customer service training and helping maintain CAC’s reputation as a premier cultural institution.
4. Monitor the quality of the guest experience in the Center, gather feedback, and implement improvements to ensure every visit exceeds expectations.
5. Foster a strong culture of guest-centered service among all CAC staff, volunteers, and contractors, ensuring every interaction leaves a positive impact.
6. Develop, document, and implement standard operating procedures (SOPs) for all aspects of operations; review and update SOPs annually to align with best practices and organizational goals.
7. Serve as a subject matter expert in ticketing systems and tour operational procedures, ensuring best practices are followed and continually improved.
8. Act as a power user for ticketing systems, providing advanced operational support, troubleshooting, and training for staff and team leads to optimize system usage.
9. Ensure staff are thoroughly trained on policies, SOPs, exhibit knowledge, technology use, and safety protocols, with a focus on enhancing the visitor journey.
10. Lead with enthusiasm and integrity, providing coaching and feedback that motivates the team to deliver exceptional service and performance.
11. Analyze and monitor daily attendance trends to strategically plan workloads and adjust staffing levels, ensuring optimal coverage and efficiency.
12. Serve as the main communicator between departments, ensuring smooth coordination for daily operations, emergency responses, and special events to protect and enhance the guest experience.
13. Actively participate in cross-departmental teams and task forces, contributing expertise and fostering a collaborative and solution-oriented environment.
14. Engage with local museum groups, such as VEX, to stay informed about industry standards and apply best practices to enhance CAC’s guest experience and operational strategies.
15. Advise leadership on operational challenges and innovative ideas, always centering recommendations on improving visitor satisfaction and engagement.
16. Mentor Coordinators and Shift Leads, building leadership skills and empowering them to better support Ticketing Associates and ensure consistent guest service excellence.
17. Guide and support Center Coordinators, Shift Leads, and Associates, ensuring their work aligns with operational goals and guest service standards.
18. Lead initiatives to promote equity, diversity, and inclusiveness, ensuring all guests and staff feel welcome and valued.
19. Oversee scheduling, training, and performance management to maintain a cohesive, guest-focused team.
20. Establish and manage a year-round performance review process, providing actionable feedback and professional development opportunities.
21. Continuously assess training needs and deliver targeted sessions to build skills that directly enhance guest interactions and satisfaction.
22. Lead interviews and hiring for Ticketing Associates and Center Coordinators, ensuring new hires embody CAC’s values and commitment to exceptional guest experiences.
23. Perform other duties as needed to support operational success and ensure every guest visit is engaging, smooth, and memorable.

Requirements:

Skills and Attributes:

• Strong leadership, organizational, interpersonal, and communication skills
• Ability to thrive in a fast-paced environment
• Excellent guest service, problem-solving, and complaint resolution skills
• Ability to effectively present information to and collaborate with all levels of employees
• Strong technical skills using web-based programs and databases
• Commitment to promoting a welcoming and inclusive environment for colleagues, volunteers, and visitors/audience

Required Experience:

• 3-5 years of experience in a supervisory or management role, with a proven ability to lead, motivate, and manage a diverse team of staff and volunteers.
• Demonstrated track record of delivering exceptional guest experiences and fostering a service-oriented culture within an organization.
• Experience overseeing daily operations, including scheduling, resource allocation, and problem-solving, as well as developing and maintaining standard operating procedures (SOPs).
• Advanced knowledge of ticketing and point-of-sale systems, with experience in platforms like Ticketmaster or Tessitura strongly preferred.
• Proven experience driving sales and revenue growth through ticket sales, memberships, and strategic sales initiatives.
• Experience conducting interviews, hiring staff, assessing training needs, and managing performance review processes to build a high-performing team.
• Strong communication and collaboration skills, with a commitment to fostering a diverse, inclusive, and equitable workplace that aligns with organizational values.