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 & Operations

• Provide strong leadership and a strategic vision for ZACH Theatre's hospitality and audience experience initiatives
• Supervise and support the Bar Coordinator and Front of House Manager, ensuring seamless operations across all guest-facing areas
• Establish and maintain high standards of service, ensuring all staff and volunteers deliver an exceptional patron experience
• Develop team meeting schedules, tighten current processes, and establish workflows where neededFood & Beverage Program
  • Oversee the operation, revenue, growth, and future vision of the food and beverage program
  • Optimize and/or create systems for four permanent bars and two mobile bars in multiple venues, ensuring efficient and profitable operations
  • Maintain and establish food and beverage vendor relationships
  • Maintain compliance with food handling and bar best practices and licensing standards
  • Develop and implement a strategy to introduce food offerings to complement the existing bar service
  • Drive innovation in service models, pricing, and operational efficiencies to increase revenue and customer satisfaction
  • Develop 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 bar
  • Collaborate with the Bar Coordinator on scheduling, inventory tracking, payroll management and reportingFront of House & Volunteers
    • Oversee the operation of the house management team, ensuring smooth audience entry, seating, and departure processes
    • Collaborate 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 Strategy
      • Lead an overhaul of the gift shop's physical setup, retail offerings, and operations to enhance revenue and quality control
      • Curate and source merchandise that aligns with ZACH Theatre's brand and audience interests
      • Develop and implement a retail growth strategy over multiple years, including the eventual launch of an online merch shopFinancial Oversight & Reporting
        • Create and manage the annual budgets for bar, front of house, and gift shop operations
        • Develop and maintain clear and regular reporting systems for bar expenses and revenue, gift shop sales, and house management expenses, in collaboration with the finance department
        • Monitor and analyze financial performance, ensuring revenue goals and cost controls are met
        • Responsible 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 Development
          • Work 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 experiences
          • Partner 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 sales
          • Partner with the Donor Services team to develop and enhance hospitality initiatives tailored for ZACH's donor community, ensuring premium service and curated experiences
          • Partner with the Marketing Team to oversee pre-show and special events such as Pride Nights, ZACHademia Nights, Season Announcement Parties, etc.Event Coordination & Vendor Relations
            • Collaborate with the Rentals and Events Manager to evaluate and revise rental food and beverage packages and ensure seamless execution of third-party events
            • Coordinate catering for community and ZACH events such as opening nights, Pride Nights, and other special occasions
            • Develop and maintain strong relationships with food, beverage, and retail vendors to enhance ZACH Theatre's offerings and operations
            • Partner 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 abilities
              • 2+ years experience in patron services management or Front of House equivalent
              • 2+ years supervisory experience
              • Experience in hospitality management, catering and events, audience services, or a related field
              • Experience in a theatre or arts environment (preferred)KNOWLEDGE, SKILLS, AND ABILITIES
                • Working 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 computer
                • Strong leadership abilities with experience managing teams and driving operational improvements
                • Strategic thinker with the ability to envision and execute new audience engagement initiatives
                • Financial acumen, including budgeting, forecasting, and reporting
                • Excellent organizational, communication, and problem-solving skills
                • Passion for arts and live entertainment, with a commitment to enhancing the patron experience
                • Proven excellence in customer service skills both orally and written and the ability to train others
                • Demonstrates planning, leading and organizational skills
                • Strong 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 team
                • Familiarity with basic TABC rules and regulations
                • Familiarity with the Americans with Disabilities Act and special services such as Sign Interpretation, Captioning, Audio Description and Sensory Performances
                • Builds Collaborative Relationships with all departments
                • Develops Talent and Teams among Front of House Staff and Volunteers
                • Ability to manage processes and systems
                • Accountability for People and Budgets
                • Deals with Change Effectively
                • Represents ZACH at public events and performances in a professional manner
                • Ability to perform all work with a direct reflection of the vision, mission, and values of ZACH Theatre
                • Other 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 periods
                  • Ability to lift, push, pull or otherwise maneuver up to 50 lbs repeatedly, either alone or with assistance
                  • Ability to work in close proximity to other coworkers
                  • Maintain valid driver's license and reliable transportation
                  • Comfortable around continuous crowds of people
                  • Ability to work in areas of low lighting
                  • Ability to work with a flexible schedule, including evenings, weekends, and holidays for ZACH productions, openings, and special events as scheduled
                  • The 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 needed
                    No phone calls, please.
                    Some of the great benefits available to ZACH Employees:
                    • Affordable Healthcare Coverage for Full-Time Employees and their Dependents
                    • Employer Paid Life and AD&D insurance
                    • 401K Matching Program
                    • Vacation, Sick, and Personal Time
                    • Paid Holidays
                    • Free Parking
                    • Tickets 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 Salary
                      
                      
                      
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Keywords: ZACHARY SCOTT THEATER CENTER, Austin , Senior Manager of Hospitality & Patron Experience, Executive , Austin, Texas