Guest Relations Manager

Full Time

Emursive Productions, the producing company behind the McKittrick Hotel, home of Sleep No More, Gallow Green, Manderley Bar, and The Club Car is seeking a Guest Relations Manager to work on a new production. The Guest Relations Manager is responsible for overseeing the audience experience from their entrance into the bar and throughout their show experience.  They will coordinate with the Production Stage Manager and the Guest Assistant Manager for show entry and monitoring guests’ experience throughout the show, handling any corrections, complaints, or other mitigation to ensure a successful experience in the show. They will work closely with the Front of House Manager to coordinate guest needs and experience between the two areas, and will also oversee the working guest relations staff while remaining in compliance with local, state, and federal regulations.

We are seeking someone who is a true self-starter, a multi-tasker, and someone able to prioritize responsibilities. Candidates will demonstrate attention to detail, creative problem-solving skills, possess and exhibit empathy, exude a good sense of humor, and a track record of on-their-feet problem solving. Candidates must be proactive and possess clear communication skills and the ability to be a team player. 

Please submit a cover letter and resume with the subject line “Guest Relations Manager” No phone calls or unsolicited emails, please. We do not work with recruiters or placement agencies. All interested applicants should apply directly. Applications may be sent to [email protected].

Responsibilities:

  • Manage guest relations staff ensuring the delivery of the customer service policy, achievement of goals, disciplinary matters and appraisals. 
  • Facilitate two-way communication with all guest relations staff, ensuring that all staff understand the standards required of them, soliciting regular feedback from them, listening and responding to staff concerns, and providing them with ongoing and timely performance feedback. 
  • Ensure the effective training of all guest relations staff, including the successful orientation and onboarding of all new staff. 
  • Manage the daily staffing needs of a performance, ensuring adequate and suitable staffing levels at all times. 
  • Proactively build relationships and networks to ensure we are reaching a diverse network of talented potential employees.
  • Organize regular meetings prior to the start of each performance for guest relations staff, and ensure they are continually kept well informed, and to ensure any staff issues and questions are heard and addressed. 
  • Create and sustain a comfortable and inclusive working environment. 
  • Maintain a current FDNY Certificate of Fitness Class F-03  as well as train as the Co-Fire Life and Safety Director (in conjunction with the FOH Manager).
  • Complete an informative show report at the end of each shift in conjunction with the GA Manager relating to any guest relations issues that arose during the performance.
  • Oversee the hosting of all guests for the preshow dining experience as well as the standard show entry into the bar space, including:
  • Table assignments and VIP greeting experience
  • Coordinating with guest relations team to facilitate entry process
  • Work with the creative team to devise the guest experience
  • Attend rehearsals for the entry and prologue experience as necessary to ensure most up to date information is being shared with working guest relations team.
  • To be familiar with and follow the latest requirements for access to the theatre by persons with disabilities. 
  • Coordinate with in-show staff including the FOH Manager and Production Stage Manager on all expected guests with special accommodations.
  • Ensure the principles of the Emursive access policy are upheld. 
  • Collaborate with other departments to compile and organize schedule information, including assisting with the coordination and preparation of special events. 
  • Liaise with other departments and ensure information gathered is distributed appropriately. 
  • Assist with the administration of customer complaints and compliments. 
  • Ensure that staffing expenditure is kept within agreed limits. 
  • Submit weekly payroll for all guest relations show team.
  • Ensure that the bar space and show entry space is well cleaned and maintained at all times. 
  • Report any issue to the relevant departments. 
  • Assist, when necessary, with external groups renting bar and theatre spaces for events (e.g., weddings, conferences, meetings, charity events, etc.). 
  • Assist, when necessary, with internal special events in the bar and theatre spaces.
  • Be familiar with and comply with all local, state and federal regulations. 
  • Other duties as reasonably required.

 

Qualifications:

  • Minimum high school diploma or equivalent.
  • A warm personality and generous disposition are a must for our high-volume venue.
  • Experience with backstage crew, usering, coat check, box office.
  • Experience in guest relations, front of house, or customer service.
  • Possess excellent communication and guest service skills.
  • Familiarity with the immersive discipline of immersive theatre is desirable.
  • Familiarity with operating Apple iPad technologies.

 

Experience with the following preferred but not mandatory:

  • Familiarity with Relevant Health and Safety legislation.
  • Be trained in first aid, CPR and AED. (Training will be provided if not already certified.) 
  • Proficiency in OvationTix, Zkipster and Salido software.

 

Environmental Factors:

*Can complete responsibilities and duties under the following conditions*

  • Strobing lights
  • Large quantities of haze and atmospherics

 

Rate:

  • $1800/wk, Full Time Position – expected 40 – 50 hrs/wk

 

Benefits:

  • Company Paid Health Insurance
  • Dental, Vision, Life Insurance
  • Paid Time Off
  • 401k
Apply now