Associate Director of Hospitality

Description

ZACH is a non-profit organization that creates intimate theatre experiences that ignite the imagination, inspire the spirit, and engage the community. The Associate Director of Hospitality will oversee, elevate, and expand revenue-driving initiatives while enhancing our audience experience. This role will lead the bar, concessions, gift shop, and Front of House (FOH) operations, ensuring exceptional service, revenue growth, and a seamless patron journey.

Reporting to the Director of Marketing, Sales and Patron Experience, the Associate Director of Hospitality will develop strategies to optimize efficiency, drive revenue, and create memorable experiences for our guests.

• Provide strong leadership and a strategic vision for ZACH Theatre’s hospitality and audience experience initiatives
• Supervise and support the Bar Coordinator and Front of House Manager, ensuring seamless operations across all guest-facing areas
• Establish and maintain high standards of service, ensuring all staff and volunteers deliver an exceptional patron experience
• Develop team meeting schedules, tighten current processes, and establish workflows where needed
• Oversee operations and schedules across 3 venues, 5 bars.
• Collaborate with Marketing and Development departments on fundraising campaigns connected to productions, merch sales, and other special projects.

• Oversee the operation, revenue, growth, and future vision of the food and beverage program
• Optimize and/or create systems for four permanent bars and two mobile bars in multiple venues, ensuring efficient and profitable operations
• Maintain and establish food and beverage vendor relationships
• Maintain compliance with food handling and bar best practices and licensing standards
• Develop and implement a strategy to introduce food offerings to complement the existing bar service
• Drive innovation in service models, pricing, and operational efficiencies to increase revenue and customer satisfaction
• Develop and implement a strategy for differentiated offerings and experiences based on patron access levels, ensuring an elevated and exclusive experience in spaces such as the donor lounge bar
• Collaborate with the Bar Manager on scheduling, inventory tracking, payroll management and reporting for shows, special events, rentals with ability to be quick and nimble based on volume and evolving needs

• Oversee the operation of the house management team, ensuring smooth audience entry, seating, and departure processes
• Collaborate with Front of House Manager to create a volunteer recruitment plan aligned with ZACH Theatre’s brand, values, and short- and long-term goals

• Lead an overhaul of the gift shop’s physical setup, retail offerings, and operations to enhance revenue and quality control
• Curate and source merchandise that aligns with ZACH Theatre’s brand and audience interests and customized merchandise for each production
• Train and manage volunteers and gift shop staff
• Develop and implement a retail growth strategy over multiple years, including the eventual launch of an online merch shop

• Create and manage the annual budgets for bar, front of house, and gift shop operations
• Develop and maintain clear and regular reporting systems for bar expenses and revenue, gift shop sales, and house management expenses, in collaboration with the finance department
• Monitor and analyze financial performance, ensuring revenue goals and cost controls are met
• Responsible for daily, monthly, and year-end sales, inventory tracking, and reporting, collaborating with finance on reconciliations as needed for bar and gift shop

• Work closely with the General Manager and Director of Marketing, Sales and Patron Experience to improve the patron journey from ticket confirmation through parking, pre-show, and post-show experiences
• Partner with the Director of Marketing, Sales and Patron Experience to create engaging pre-show incentives that encourage early arrivals, increase time spent in ZACH Theatre’s spaces, and…