Guest Services Supervisor - EV

POSITION SUMMARY

The Guest Experience Supervisor at the Broward Center for the Performing Arts and The Parker is highly personable, friendly and focused on delivering a grand sense of occasion for all guests. This position is responsible for supervising various guest service operations and team members that provide exceptional guest and artist experiences. 

ESSENTIAL FUNCTIONS

• Exhibit a positive attitude with consideration for others. 
• Coordinate day-of-event guest services in the PACA venue as assigned by executing the operational plan for guest and performance needs, customer service, emergencies and safety—ensuring every guest enjoys a seamless and first-class experience from arrival to departure.
• To provide consistent “world-class” service to discriminating patrons to ensure a dynamic service experience, whether it by phone, in person or at an event. 
• Assist with training team members including Head Ushers and volunteers to create a positive experience for all patrons.
• Report all incidents to the Director or Management; including but not limited to injuries or health related issues, lost or damaged property, and alcohol related incidents.
• Provide accessibility assistance to guests and coordinate accessibility resources. 
• Coordinate SEAS presentations with the SEAS Supervisor and the Education department. 
• Distribute information and coordinate Head Ushers, Volunteers, Parking Garage, Police and Valet activity.
• Implement Cue Time with Volunteers as needed. 
• Ensure proper and accurate signage is displayed on campus and within the venues for all events.
• Assure programs, handouts, and inserts are provided and properly allocated.
• Open lobby doors and house doors at the correct designated time.
• Operate House Chimes during performances and make clear and concise PA announcements.
• Monitor guest activity, arrival, seating, and exiting, to ensure implementation of proper procedures.
• Complete Head Usher checkout for each event as assigned.
• Secure building and transfer to Security upon completion of responsibilities.
• Prepare and distribute appropriately all identified Front of House reports.
• Identify and take corrective action for areas in need of repair or enhancement to prepare and maintain guest areas.
• Demonstrate excellent organizational skills, multitask abilities, and be proficient in time management.
• Complete additional responsibilities as assigned.

CORE COMPETENCIES

• Customer Focus- Understand the needs of the customer (internal & external) and act accordingly to create an exceptional experience.
• Teamwork- Work as a collaborative member of a group contributing to the overall mission, strategies, and goals.
• Accountability- Take ownership of deliverables and actions and contribute value to the organization.  Accept responsibility for actions and outcomes.

KNOWLEDGE AND ABILITIES

• Able to maintain a physical presence at designated work locations, maintaining regular attendance, punctuality and work a flexible schedule including nights, weekends, holidays and events required.
• Able to communicate effectively in English, both in writing and verbally. Spanish fluency preferred.
• Able to lift and distribute program boxes weighing up to 25 pounds.
• Able to learn, assist, and train in evacuation procedures and emergency conditions.
• Communicate effectively, both verbally and written, in English.
• Able to remain calm in stressful situations.
• Skilled in implementing quality customer service.
• Knowledge of executing scheduled events.
• Able to work effectively and positively with others.
• Experience in Windows based programs, including Word, Outlook, Excel, and PowerPoint a plus.

SUPERVISORY RESPONSIBILITY

• n/a

DESIRED EDUCATION AND EXPERIENCE

• High School, High School Equivalent, or Higher: General/Business/or any equivalent combination of training and experience.