Senior Manager of Hospitality & Patron Experience

Company: ZACHARY SCOTT THEATER CENTER
Location: Austin
Posted on: February 20, 2025

Job Description:

Description:ZACH is a non-profit organization that creates intimate theatre experiences that ignite the imagination, inspire the spirit, and engage the community. The Senior Manager of Hospitality & Patron Experience will oversee, elevate, and expand revenue-driving initiatives while enhancing our audience experience. This role will lead the bar, concessions, and Front of House (FOH) operations, ensuring exceptional service, revenue growth, and a seamless patron journey. Reporting to the Director of Marketing, Sales and Patron Experience, the Senior Manager of Hospitality & Patron Experience will develop strategies to optimize efficiency, drive revenue, and create memorable experiences for our guests.Requirements:ESSENTIAL FUNCTIONS: Leadership & OperationsProvide strong leadership and a strategic vision for ZACH Theatre's hospitality and audience experience initiativesSupervise and support the Bar Coordinator and Front of House Manager, ensuring seamless operations across all guest-facing areasEstablish and maintain high standards of service, ensuring all staff and volunteers deliver an exceptional patron experienceDevelop team meeting schedules, tighten current processes, and establish workflows where neededFood & Beverage ProgramOversee the operation, revenue, growth, and future vision of the food and beverage programOptimize and/or create systems for four permanent bars and two mobile bars in multiple venues, ensuring efficient and profitable operationsMaintain and establish food and beverage vendor relationshipsMaintain compliance with food handling and bar best practices and licensing standardsDevelop and implement a strategy to introduce food offerings to complement the existing bar serviceDrive innovation in service models, pricing, and operational efficiencies to increase revenue and customer satisfactionDevelop and implement a strategy for differentiated offerings and experiences based on patron access levels, ensuring an elevated and exclusive experience in spaces such as the donor lounge barCollaborate with the Bar Coordinator on scheduling, inventory tracking, payroll management and reportingFront of House & VolunteersOversee the operation of the house management team, ensuring smooth audience entry, seating, and departure processesCollaborate with Front of House Manager to create a volunteer recruitment plan aligned with ZACH Theatre's brand, values, and short- and long-term goalsGift Shop Revamp & Retail StrategyLead an overhaul of the gift shop's physical setup, retail offerings, and operations to enhance revenue and quality controlCurate and source merchandise that aligns with ZACH Theatre's brand and audience interestsDevelop and implement a retail growth strategy over multiple years, including the eventual launch of an online merch shopFinancial Oversight & ReportingCreate and manage the annual budgets for bar, front of house, and gift shop operationsDevelop and maintain clear and regular reporting systems for bar expenses and revenue, gift shop sales, and house management expenses, in collaboration with the finance departmentMonitor and analyze financial performance, ensuring revenue goals and cost controls are metResponsible for daily, monthly, and year-end sales, inventory tracking, and reporting, collaborating with finance on reconciliations as needed for bar and gift shopPatron Experience & Program DevelopmentWork closely with the General Manager and Director of Marketing, Sales and Patron Experience to improve the patron journey from ticket confirmation through parking, pre-show, and post-show experiencesPartner with the Director of Marketing, Sales and Patron Experience to create engaging pre-show incentives that encourage early arrivals, increase time spent in ZACH Theatre's spaces, and boost bar and concession salesPartner with the Donor Services team to develop and enhance hospitality initiatives tailored for ZACH's donor community, ensuring premium service and curated experiencesPartner with the Marketing Team to oversee pre-show and special events such as Pride Nights, ZACHademia Nights, Season Announcement Parties, etc.Event Coordination & Vendor RelationsCollaborate with the Rentals and Events Manager to evaluate and revise rental food and beverage packages and ensure seamless execution of third-party eventsCoordinate catering for community and ZACH events such as opening nights, Pride Nights, and other special occasionsDevelop and maintain strong relationships with food, beverage, and retail vendors to enhance ZACH Theatre's offerings and operationsPartner with the Director of Development to explore sponsorship opportunities with vendors, identifying mutually beneficial partnerships that enhance event offerings and patron experiencesEDUCATION AND EXPERIENCE: Bachelor's degree (preferred) or a combination of education and experience that yields the required knowledge, skills and abilities2+ years experience in patron services management or Front of House equivalent2+ years supervisory experienceExperience in hospitality management, catering and events, audience services, or a related fieldExperience in a theatre or arts environment (preferred)KNOWLEDGE, SKILLS, AND ABILITIESWorking knowledge of MS Word, Excel, Google applications, Tessitura Ticketing Software and TOAST (preferred) or other point of sale softwares; ability to operate all office equipment: copier, credit card machine, point of sale terminal and computerStrong leadership abilities with experience managing teams and driving operational improvementsStrategic thinker with the ability to envision and execute new audience engagement initiativesFinancial acumen, including budgeting, forecasting, and reportingExcellent organizational, communication, and problem-solving skillsPassion for arts and live entertainment, with a commitment to enhancing the patron experienceProven excellence in customer service skills both orally and written and the ability to train othersDemonstrates planning, leading and organizational skillsStrong time management skills with the ability to prioritize, meet deadlines and work on multiple projects and have the ability to work independently and as a teamFamiliarity with basic TABC rules and regulationsFamiliarity with the Americans with Disabilities Act and special services such as Sign Interpretation, Captioning, Audio Description and Sensory PerformancesBuilds Collaborative Relationships with all departmentsDevelops Talent and Teams among Front of House Staff and VolunteersAbility to manage processes and systems Accountability for People and BudgetsDeals with Change EffectivelyRepresents ZACH at public events and performances in a professional mannerAbility to perform all work with a direct reflection of the vision, mission, and values of ZACH TheatreOther duties as assignedPHYSICAL DEMANDS AND WORK ENVIRONMENT: This is a campus-based, on-site role. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions upon discussion with HR. Ability to sit/stand for long periodsAbility to lift, push, pull or otherwise maneuver up to 50 lbs repeatedly, either alone or with assistanceAbility to work in close proximity to other coworkersMaintain valid driver's license and reliable transportationComfortable around continuous crowds of peopleAbility to work in areas of low lightingAbility to work with a flexible schedule, including evenings, weekends, and holidays for ZACH productions, openings, and special events as scheduledThe noise level in this work environment is typically moderate and can be highORGANIZATIONAL RELATIONSHIPS:Reports to: Director of Marketing, Sales and Patron ExperienceSupervises (if any): Front of House Manager and Bar CoordinatorSupports: All departments as neededPeer collaboration/communicates with: All departments as neededNo phone calls, please.Some of the great benefits available to ZACH Employees:Affordable Healthcare Coverage for Full-Time Employees and their DependentsEmployer Paid Life and AD&D insurance401K Matching ProgramVacation, Sick, and Personal TimePaid HolidaysFree ParkingTickets to Mainstage and Family Series shows and enrollment in Camps/ClassesZACH is committed to ensuring an equitable and inclusive workforce and we strive for a team that reflects Austin's diverse culture. All applicants will receive consideration for employment without regard to race, creed, color, religion, national origin, sexual orientation, gender identity, disability, sex or age. Compensation details: 60000-63000 Yearly SalaryPI1accaf83053b-25660-36976152

Keywords: ZACHARY SCOTT THEATER CENTER, Austin , Senior Manager of Hospitality & Patron Experience, Accounting, Auditing , Austin, Texas