Guest Experience Manager

Guest Experience Manager

Washington Pavilion Management, Inc.

Do you thrive in a fast-paced environment where no two days are the same? Are you passionate about customer service, leading teams, solving problems on the fly, and creating memorable experiences for guests? If so, the Washington Pavilion may have the perfect opportunity for you!

The Washington Pavilion is seeking a Guest Experience Manager to lead front-of-house operations for performances and events while helping create exceptional experiences for every guest who walks through our doors. This role combines leadership, customer service, event operations, safety oversight, and team development in one of the region's premier arts and entertainment venues.

As the Guest Experience Manager, you will be the face of the guest experience during performances and events, leading staff and volunteers, coordinating event logistics, managing guest concerns, and ensuring our venues are welcoming, safe, and show-ready.

• Oversee front-of-house operations during performances and events.
• Ensure guests receive exceptional service from arrival through departure.
• Manage audience flow, seating, accessibility needs, and guest concerns.
• Lead pre-show meetings and communicate event-specific information to staff and volunteers.
• Prepare venues for events by conducting operational walkthroughs and ensuring spaces are clean, safe, and ready for guests.
• Complete post-event reporting and help identify opportunities for continuous improvement.

• Supervise, schedule, train, and support part-time front-of-house staff.
• Assist with hiring, onboarding, coaching, and performance management.
• Partner with the Volunteer Coordinator to ensure volunteers are prepared and positioned for success.
• Foster a positive, service-focused culture among staff and volunteers.

• Serve as a leader during emergency situations, evacuations, and guest incidents.
• Coordinate safety training, drills, and awareness initiatives.
• Conduct safety inspections and collaborate across departments to address concerns.
• Support a welcoming and accessible environment for all guests.

• Work closely with the Performances Team, Box Office, Security, Food & Beverage, and Volunteer teams.
• Help improve organizational guest experience initiatives.
• Assist with artist, vendor, and client front-of-house needs.
• Represent the Washington Pavilion professionally within the community.

• Bachelor’s degree or equivalent combination of education and experience.
• Two or more years of related experience.
• Strong customer service and interpersonal skills.
• Previous leadership or management experience preferred.
• Front-of-house, event, venue, hospitality, or entertainment experience preferred.
• Ability to remain calm, professional, and decisive in high-pressure situations.
• Strong organizational, communication, and problem-solving skills.
• Experience working with technology and event-related systems.
• Availability to work evenings, weekends, and holidays as required by event schedules.

We offer a dynamic and engaging work environment along with a competitive compensation and benefits package.

Benefits include:

• Medical, dental, and vision insurance
• Flexible Spending Accounts (FSA)
• Employer-paid basic life insurance
• Employer-paid short-term and long-term disability coverage
• Employee Assistance Program (EAP)
• 401(k) plan with 6% employer match
• Generous paid time off including vacation, sick time, and holidays
• Free Washington Pavilion membership
• Discounts on shows, events, and tickets
• Washington Pavilion branded apparel
• Employee events and engagement opportunities

At the Washington…