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Sharon Lynne Wilson Center for the Arts Seeks Guest Services Manager

Sharon Lynne Wilson Center for the Arts Seeks Guest Services Manager

Summary:
The Guest Services Manager (GSM) is responsible for all public events at the Wilson Center, including front of house operations; tours; and hiring, training, and managing house staff. Direct reports include approximately seven House Managers (HM) and management of approximately 90 ushers/volunteers.

The GSM works as part of a team with the HMs and the Special Events Senior Manager and reports to the Director of Operations. In many instances, the GSM is the most senior member of the Wilson Center’s staff presence at a rental event or on a performance night and serves as the decision-maker for all issues pertaining to the public. The GSM also serves as an HM, as needed. In those cases, the GSM is responsible for managing the usher staff assigned to the performance/event; ensuring the safety, comfort, and satisfaction of all guests of the Wilson Center; and working with other departments (i.e. Box Office, Development, Marketing, and Production staff) to make each performance/event a success. This position coordinates communication, scheduling, and training for the HMs and usher staff, including, but not limited to, house procedures, customer service protocols, and emergency preparedness.

The GSM must possess the ability to diffuse sensitive and disagreeable situations, use excellent judgment, think quickly, make wise decisions under pressure, and serve as a welcoming public face of the Wilson Center. This position requires some evening and weekend work within a flexible, full-time schedule.

Key Responsibilities: Other duties may be assigned in keeping with the mission of the Wilson Center.

Guest Services Operations Management
 Responsible for ensuring excellence in customer service for all guests to the Wilson Center.
 Works with the HMs and volunteer ushers to guarantee the highest possible standard of customer service.
 Responsible for the comfort and safety of persons attending public events in the Wilson Center; leads the development of and enforces the necessary policies, standards, and procedures; and ensures that staff are adequately trained and prepared to respond to a variety of situations. Works with the Director of Operations to hire and supervise as necessary to accomplish this responsibility.
 Responsible for establishing staffing levels appropriate to the level of activity.
 Establishes operating policies and procedures for front of house; recommends and executes changes to function policy.

House Manager/Usher Staff Management
 Responsible for the management of approximately seven HMs and approximately 90 volunteer ushers.
 Actively participates in the hiring and training of the HMs and usher staff.
 Works with the HMs to develop and implement a training program.
 Produces scheduled and structured correspondence that provides the usher staff with information specific to their role, a calendar of events and performances for the upcoming month, and more general information about development of the Wilson Center.
 Responsible for developing the ushers’ monthly schedules.
 Responsible for communicating with ushers regularly, gathering all scheduling preferences and conflicts, developing and updating a comprehensive schedule.
 Responsible for researching and implementing an online volunteer sign-up system and training volunteers on its use.
 Works with the Director of Operations to create an emergency preparedness program and train all Wilson Center staff and volunteers.

Performance/Event and Tour Management
 Works with House Management to coordinate leading tours of the facility for Wilson Center current and prospective stakeholders.
 Provides as-needed relief to HMs by serving as the HM for performances/events.
 Responsible for ensuring a safe and enjoyable experience for all guests, including engaging with guests upon arrival, ensuring proper seating for the performance, responding to special needs, and following up at the end of the performance, as needed.
 Handle sensitive situations with maturity, good judgement, diplomacy, confidence, and intelligence to effectively manage FOH operations during all assigned performances and events.

Key Qualifications
 Patron-centric and customer service focused
 Excellent written and verbal communication skills
 Strong project management skills and attention to detail with ability to prioritize projects
 Experience working in a fast-paced, multi-disciplinary nonprofit arts venue or similar environment
 Flexible, resilient to change
 Positive and enthusiastic attitude, willing to pitch in and help others
 Meets challenges with resourcefulness
 Develops innovative approaches and ideas
 Makes self available to staff and volunteers
 Strong knowledge of Microsoft Office suite necessary, particularly Excel, Word, and Outlook
 Knowledge of Tessitura or similar CRM system preferred, but not required
 Familiarity with the Greater Milwaukee arts community
 Ability to work nights and weekends as needed


About the Sharon Lynne Wilson Center for the Arts
As a multidisciplinary nonprofit cultural arts facility with a 17-year history of excellence, it is the mission of the Sharon Lynne Wilson Center for the Arts to serve as a catalyst for lifelong discovery and exploration of the arts. Situated in Brookfield's beautiful Mitchell Park, the Wilson Center is recognized as a cultural anchor in the Greater Milwaukee community and focuses on three main disciplines: performing arts, arts education, and visual arts.

Since opening in 2002, the Wilson Center has continued to celebrate its five core values of excellence, innovation, passion, stewardship, and collaboration through a diverse array of premier performances, educational programs, classes, festivals, and special events. The Wilson Center annually welcomes more than 45,000 people, including more than 10,000 students every year— many of whom are being introduced to the arts for the first time. Through arts education programs such as Beyond the Classroom, ArtsReach, and Arts Camp: The Art of Nature, as well as year-round visual art classes and exhibitions, the Wilson Center promotes lifelong learning for children, teens, families, and adults. The Wilson Center is recognized for its intimate and vibrant performances, including Branford Marsalis, Audra McDonald, Pilobolus, Hilary Hahn, Suzanne Vega, Leo Kottke, Jessica Lang Dance, Venice Baroque Orchestra, Yamato, Al DiMeola, Kronos Quartet, Roseanne Cash, and many other internationally acclaimed artists and ensembles. Performances take place in The Harris Theater, the cabaret style Dawes Studio Theater, and the Gerlach/Haack Outdoor Theater, which is home every summer to the Starry Nights free outdoor concert series. Application Information Send cover letter, resume, salary history, and three references to shornung@wilson-center.com with the subject line: Guest Services Manager. All information will be kept in confidence—no references will be contacted without prior notification of finalists.

The Wilson Center is an equal opportunity employer and believes in equal opportunity for all employees and applicants. Accordingly, all employment decisions are based on the principles of equal opportunity. These decisions include recruitment, selection, promotion, transfer, discipline, compensation, benefits, training and other personnel actions involving persons in all job titles and shall occur without regard to race, creed, color, religion, sex, age, ancestry, national origin, disability, military service, sexual orientation, or marital status.

Application Information
Send cover letter, resume, salary history, and three references to shornung@wilson-center.com with the subject line: Guest Services Manager. All information will be kept in confidence—no references will be contacted without prior notification of finalists. The Wilson Center is an equal opportunity employer and believes in equal opportunity for all employees and applicants. Accordingly, all employment decisions are based on the principles of equal opportunity. These decisions include recruitment, selection, promotion, transfer, discipline, compensation, benefits, training and other personnel actions involving persons in all job titles and shall occur without regard to race, creed, color, religion, sex, age, ancestry, national origin, disability, military service, sexual orientation, or marital status.
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