Senior Director of Guest Experience

Straz Center for the Performing Arts is seeking a Senior Director of Guest Experience (SDGE) to join our Guest Services and Operations Team. This position is a key leadership role responsible for providing exceptional guest experiences, overseeing security, event coordinators, house management, the volunteer usher program and event merchandise. The SDGE is responsible for the operation and contract management and negotiation with 3rd party Valet Parking Operator as well as implementing and tracking the Straz Center Customer Experience (CX) survey program and implementing protocols to ensure the highest standards of customer service are maintained.

The SDGE is responsible for the ongoing accessibility initiatives, which align with the Straz Centers core mission. This position requires strong leadership, excellent communication skills, and the ability to multitask and delegate efficiently/ This individual must have a passion for delivering outstanding hospitality in a dynamic arts and entertainment environment.

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.

• Ensure successful operational deliverables, with respect to execution of performances and events, guest experience, customer satisfaction, budget development and adherence, new revenue generation, staff retention, and fulfillment of mission.
• Evaluate current operating procedures and establish new and revised processes when appropriate to maximize resources, improve guest experience, reduce cost, improve safety, and streamline operational functions.
• Provide strong leadership and direction to the entire security and guest services teams, with supervisory responsibility for the Director of Security and Senior Manager of Guest Services.
• Recruit, train, motivate, and evaluate staff to ensure a high level of performance and guest satisfaction.
• Foster a positive and inclusive work environment that promotes teamwork, professionalism, and continuous improvement.
• Ensure compliance with all relevant regulations and standards, including health and safety regulations and privacy laws.
• Oversee the maintenance and functionality of the relevant database systems.
• Evaluate current operating procedures and establish new and revised processes when appropriate to maximize resources, improve guest experience, reduce cost, improve safety, and streamline operational functions.
• Develop processes to allow for work-life-balance, growth opportunities, professional development, cross training, and team building among the operations team, with a focus toward staff retention.
• Establish goals, timelines and deliverables for all activities within the scope of the position.
• Develop and establish effective staffing structure, budgets and employee development.
• Work closely with all internal stake holders including the VP of Ticketing, Senior Director of Production, VP of Programming, VP of Food and Beverage and Director of Development to ensure the successful delivery of all events and customer-facing activities. Oversee the Manager on Duty Schedule ensuring there is adequate cover for the relevant events that require this support.
• Act as Manager on Duty, as needed.

• Develop and implement strategies to enhance the overall guest experience and exceed…