World-Class Guest Experience Lead (Front-of-House)

Miami City Ballet; Miami Beach (FL); On-site; USD 55,000 - 65,000; Full time

Job summary

Miami City Ballet is seeking a Guest Experience Manager to deliver world-class, white-glove service for patrons year-round, at performances on-site and with partner venues. You will be the primary service touchpoint and lead a part-time service team while partnering with departments to ensure a seamless, memorable patron experience.

The successful candidate will guide front-of-house operations, manage guest engagement campaigns, and drive accessibility accommodations, merchandising, and service

Qualifications

• BA/BS degree or equivalent combination of training and experience.
• Minimum 3–5 years in front-of-house, guest services, hospitality, or venue operations.
• Proven leadership and ability to train and manage part-time staff.
• Strong customer service mindset with problem-solving skills.

Responsibilities

• Oversee front-of-house guest experience at all performances, onsite and at partner venues.
• Coordinate accessibility accommodations and ADA seating with venue partners.
• Manage merchandising setup and revenue from lobby sales.
• Develop and maintain SOPs for guest services.
• Lead and schedule part-time service staff, conduct reviews and approvals.
• Collaborate with Advancement and Patron Services teams to ensure exemplary service.

Skills

Front-of-house management

Guest services excellence

Staff training & supervision

Customer issue resolution

CRM familiarity

Communication & collaboration

Education

BA/BS degree or equivalent

Tools

Tessitura

CRM systems

Job description

Miami City Ballet is seeking a Guest Experience Manager to deliver world-class, white-glove service for patrons year-round, at performances on-site and with partner venues. You will be the primary service touchpoint and lead a part-time service team while partnering with departments to ensure a seamless, memorable patron experience.

The successful candidate will guide front-of-house operations, manage guest engagement campaigns, and drive accessibility accommodations, merchandising, and service