Senior Manager of Guest Services

Be a Star at the Straz Center for the Performing Arts!

The Senior Manager of Guest Services is responsible for overseeing all aspects of the Guest Services operations, including oversight of event planning and all front of house operations, as well as direct supervision of house managers, volunteers, and Event and Accessibility Supervisor. This position, in conjunction with the Senior Director of Guest Experience, plays a crucial role in ensuring that guests receive exceptional service through the effective selection, training and performance measurement of staff, as well as the implementation of processes and systems to enhance and continually improve our guests, staff and volunteers’ experience.

Located in downtown Tampa, the 335,000 square‑foot Straz Center, one of the largest performing arts complexes in the country, offers a team‑based work environment that shows our dedication to the community every day. We reward our full‑time employees with a strong benefits package including options for health/dental, vision, etc., discounted downtown parking, food and show discounts, plus a generous 403(b) plan and up to 27 days of PTO/Holidays per year.

• Leadership and Motivation: Create a positive working environment, based on continual improvement and growth, that is both inspiring and rewarding.
• Recruiting and Development: Attract, recruit, and develop House Managers, Volunteers and Event Coordinators to ensure there is a high performing and effective team with clear talent pipeline and development opportunities.
• Fiscal and Budgetary Controls: Supports the Senior Director of Guest Experience to ensure all equipment, materials and training is provided for Guest Services, whilst achieving budgetary goals.
• Health and Safety: Ensures compliance with all relevant regulations and standards, including health and safety and privacy laws. Coordinates Guest Services reporting through collaboration with House Managers and Events Supervisor.
• Planning: Ensures House Manager and Volunteer schedules are accurate and communicated within at least 2 weeks of events. Attend Production meetings and other event planning sessions to ensure all events within the Straz campus are effectively planned and executed.

• Event Management: Oversee house management schedule and overall operations for all performances and events, ensuring a seamless and enjoyable experience for guests. Coordinate with other departments to ensure smooth FOH event operations.
• Customer Service: Uphold high standards of customer service and guest satisfaction. Address guest inquiries and resolve any issues or complaints in a courteous and efficient manner.
• Safety and Compliance: Ensure all safety protocols and procedures are followed. Conduct pre‑event briefings and post‑event evaluations to continuously improve operations.

• Recruitment and Training: Attract, recruit, and onboard new volunteers. Develop and conduct comprehensive training sessions to ensure volunteers are well‑prepared for their roles.
• Scheduling and Communication: Create and manage volunteer schedules for all performances and events. Maintain regular communication with volunteers regarding their assignments and any updates or changes.
• Support and Supervision: Provide ongoing support and supervision to volunteers during events. Address any issues or concerns promptly and professionally.

• Ensure the systems used by Guest Services meet the needs of the team, in particular, delivering accurate and effective schedules for volunteers and house managers.
• Continuous Review: Review and research scheduling software to ensure Guest Services has efficient and effective systems which improve the volunteer and staff experience.
• Training and Support: Ensure staff and volunteers are provided with the tools and techniques to use our systems effectively.

• Program Management: Implement and monitor processes to ensure the timely delivery of the volunteer incentive and reward program.
• Stakeholder Engagement: Collaborate with volunteers and staff to gather…