Guest Experience Manager

Join our community and experience Emerson College! The Guest Experience department serves as the “front porch” to the Emerson College campus, acting as its primary public interface, and fostering engagement from visitors across the globe. The Manager, Guest Experience reports to the Senior Marketing Officer and directly manages all aspects of Front of House operation for all six of Emerson College’s Office of the Arts Venues, which welcomes over 50,000 patrons annually.

The Manager acts as the primary department manager as well as the direct liaison between OA external clients and the Guest Experience House Management staff.

Protocol Management
Identify, develop, and maintain needed active security, safety and emergency protocols for all six venues. This includes procedures for fire, active shooter, sudden weather, and other emergency response and evacuation needs. The Manager will collaborate with OA leadership and Emerson’s Emergency Management division to provide independent, event‑space‑specific protocols that complement Emerson College’s broader approach. Extensive knowledge of theatrical norms and processes is required to ensure the safety of up to 1,200 patrons at any point in an event’s life‑cycle.

The Manager will also ensure that communications protocols are developed, updated, and communicated with both internal and external staff.

Staff Management
Lead all Guest Experience employees, setting a standard of professionalism, hospitality, and welcome, and providing regular guidance and training. Oversee and communicate all employee feedback, promotions, and disciplinary action. Ensure all necessary external certifications are up to date. Develop and facilitate a variety of regular training opportunities including new hire, evacuation, accessibility, and first aid. Organize and lead monthly Guest Experience senior staff meetings.

Manage and balance the Guest Experience department budget and act as the cost‑center approver. Manage both full‑time and part‑time staff as well as a contingent of part‑time intermittent/student employees.

Accessibility Coordination
Oversee all accessibility services, including American Sign Language interpretation, audio descriptions, and open captioning for performances. Manage and coordinate scheduling for consultants and vendors for both on‑site and digital accessibility programming. Create awareness of accessibility programming with local leaders within the Deaf/HoH, blind, and HOS communities. Coordinate guest seating and placement of closed captioning for dependent audience members, and understand associated costs.

Concessions Management
Oversee Guest Experience concessions operations, including purchasing, receiving, budget management, inventory management, digital reporting, and logging discrepancies. Maintain on‑premises TIPS certification status for all concession staff to ensure safe alcohol service across all venues. Coordinate event requirements with Production & Box Office Departments, marketing, and other organizations to support on‑time signage and vendor relationships.

Represent the Office of the Arts as a member of Emerson College’s Emergency Response Team. Manage the Guest Experience team in digital spaces (Zoom, Cinesend & vMix). Support usher staffing at events as needed. Uphold venue maintenance and appearance in coordination with Production and the Emerson College Facilities department. Represent OA on the EC Safety Committee. Implement college‑recommended training and procedures.

Complete safety audits of spaces and procedures annually. Maintain a high level of consistent safety awareness and serve as a representative in cross‑departmental working groups.

• Bachelor’s Degree or relevant experience required in Theatre, Event Management, or Hospitality Management.
• 4–6 years of experience in Front of House operations & customer service.
• Experience in cash handling and performing cash settlements.
• Crowd Manager training required.
• TIPS On‑Premise Certification required (or must be obtained within first 3 months of hire).
• First Aid/CPR Certification required (or must be obtained within first 3 months of hire).