Guest Experience Manager - Citizens Bank Opera House

Job Description

The Citizen's Bank Opera House host the region's most active program of top touring Broadway shows, Boston Ballet performances and other high-quality cultural presentations and concerts in New England's most magnificent theater. Originally built in 1928 under the supervision of Edward Albee in honor of his good friend and business partner B.F Keith, the theater opened as one of the finest and most luxurious venues in the world. Opening as a Vaudeville house mainly hosting small acts from around the country the theater then later presented first –run movie films, Opera, and most recently in 2004 after a $52 million restoration, became the premiere presenter of live touring theater and ballet in the New England area.

At the Citizens Bank Opera House we strive to deliver an exceptional experience from the moment you purchase your ticket to your final applause as the curtain falls. Our team is passionate about the product we host and the patrons who attend. Whether you are a guest or an employee, we love being a part of your experience and memories of our live performances.

Job Title: Guest Experience Manager

Location: Citizens Bank Opera House

Job Description:

The Citizens Bank Opera House (CBOH) is seeking an individual to join our team in the Guest Experience Manager role. This role will work closely with senior management and theater management to elevate the guest experience during all performances and programming. The CBOH hosts shows for touring Broadway (Broadway In Boston) and Ballet (Boston Ballet) throughout the year, bringing the magic of live performance to hundreds of thousands of individuals every year.

Responsibilities:
• Manage guest services program to ensure unforgettable guest experiences through unmatched service.
• Oversee the daily operation of the Citizens Bank Opera House Front of House including: guest services, training, ASR staffing and box office guest services. Work closely with the box office to manage guest experience outcomes.
• Manage the theaters house seat distribution for partners, clients and sponsors.
• Responsible for the development of theater staff: training, coaching, counsel, and mentoring to increase guest & team member satisfaction.
• Maintain and facilitate detail reports on each performance including House Reports and Incident/Accident Reports.
• Oversee the theater's accessibility and ADA programming for compliance and communicate with our primary tenants.
• Partake in House Management shifts for performances throughout the year.
• Oversee and manage all historical tours.
• Perform other duties as assigned.

Basic Qualifications:
• Candidate must have proven management experience in Theater or Guest Services.
• Experience in people management, planning, fostering teamwork and providing feedback is imperative for this role.
• Detail oriented with excellent communication, organization and conflict resolution skills
• Excellent ability to manage with a leveled approach at all times.
• Able to work a fluctuating schedule which may include nights, weekends, and holidays; and enjoys working in a fast-paced environment.
• Willingness to learn or previous experience with Ticketmaster a plus.

Preferred Qualifications:
• Experience in the theater and/or the entertainment industry preferred.
• Passion for historic theatre preservation and Boston history a plus.
• Bachelor's Degree preferred.

EQUAL EMPLOYMENT OPPORTUNITY

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Live Nation will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Live Nation also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Live Nation will also provide reasonable religious accommodations on a case by case basis.

**Please note that the compensation information provided is a good faith estimate for this position only and is provided pursuant to the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules. It is estimated based on what a successful Colorado applicant might be paid. It assumes that the successful candidate will be in Colorado or perform the position from Colorado. Similar positions located outside of

Colorado will not necessarily receive the same compensation. Live Nation takes into consideration a candidate's education, training, and experience, as well as the position's work location, expected quality and quantity of work, required travel (if any), external market and internal value, including seniority and merit systems, and internal pay alignment when determining the salary level for potential new employees. In compliance with the CO EPEWA, a potential new employee's salary history will not be used in compensation decisions.

Jobcode: Reference SBJ-r0n7w8-3-148-250-110-42 in your application.