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 6 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. The primary responsibilities for the position fall into 4 key categories; Protocol Management, Staff Management, Accessibility Coordination, and Concessions Management. **ESSENTIAL JOB DUTIES** - Identify, develop, and maintain needed active security, safety and emergency protocols for all 6 venues where guest experience is provided. Protocols will include procedures for fire, active shooter, sudden weather, and other emergency response and evacuation needs. While the Manager will collaborate with OA leadership and Emerson’s Emergency Management division, the Guest Experience Manager will provide independent, event-space-specific protocols to complement Emerson College’s broader approach. This independent work will require extensive knowledge of theatrical norms and processes (examples: visiting company staffing hierarchy, front of house/back of house coordination, risks of theatrical haze/fog, etc) so that the safety of up to 1200 patrons can be guaranteed at any point in an event’s life-cycle. The Manager will also ensure that communications protocols are developed, regularly updated, and communicated with those internal and external to GE staff. - In alignment with the Director, Emergency Management and Director, Risk Management, Manager is responsible for exclusively ensuring proper training of up to 80 part-time intermittent/student employees to ensure that, in event of an emergency, audiences in Emerson’s spaces will receive clear and confident direction. This includes training in de-escalation, CPR/first aid, TIPS training, and crowd management. - Lead all Guest Experience employees, setting a standard of impeccable professionalism, hospitality, and welcome, providing regular and outstanding 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, First Aid, etc. - Organize and lead monthly Guest Experience Senior Staff Meetings - Manage and balance the Guest Experience department budget. Act as Guest Experience Cost Center Approver. - Manage regular full-time and part-time staff as well as a contingent of part-time Intermittent/Student employees. - Oversee all Accessibility services, which include, but are not limited to, American Sign Language interpretation, Audio Descriptions & Open Captioning for performances. Manage and coordinate scheduling for consultants and vendors related to events dedicated to Accessibility programming, both on-site and digitally, as well as create awareness of our planned accessibility programming with local leaders within the Deaf/HOH, Blind, HOS communities. Coordinate guest seating arrangement and placement of closed captioning for dependent audience members and understand costs associated for each program. - Oversee and manage Guest Experience Concessions operations, including managing the full spectrum of the purchasing process, receiving, budget management, inventory management, digital reporting, and logging discrepancies, as well as maintaining on-premises TIPS certification status for all Concessions staff to ensure safe alcohol service across all venues for internal and external events. - Coordinate event requirements with Product…