Director of Audience and Guest Services Job at Olney Theatre Center in Washingto

Job Title : Director of Audience and Guest Services (DAGS)

Department : Audience and Guest Experience

Reports To : Executive Director

Supervises : Director of Sales, Patron Services Manager, and Rentals Manager.

Summary :

Olney Theatre Center for the Arts (OTC), an award-winning, multi-venue, nonprofit regional theatre in Olney, MD (metro Washington, DC), seeks a Director of Audience and Guest Services (DAGS) to meet the needs of the expanded and more diverse array of guests we expect following the completion of our $36M capital campaign, Staging the Future.

Reporting to the Executive Director and serving on the Senior Staff, the DAGS is a key leadership role responsible for creating and maintaining exceptional and consistent guest experiences across four venues, three indoor and one outdoor, and other physical touchpoints at OTC. The DAGS oversees all aspects of public-facing, onsite guest operations, including front-of-house management, box office / ticketing, parking, accessibility services, concessions, public spaces, rentals, and volunteer programs related to the visitor experience. The DAGS will develop and implement strategies to enhance the patron experience, foster loyalty from patrons and other clients, and ensure a welcoming and inclusive environment for all visitors.

Responsibilities :

Strategic Leadership & Vision : Develop and implement a comprehensive audience and guest services strategy aligned with the overall mission and goals of Olney Theatre Center. Develop and implement an expanded rentals program to exploit OTC’s new and renovated venues. Develop and implement strategic, long-term solutions to improve the visitor experience such as parking, wayfinding signage, and pre- and post- audience communication. With appropriate partners on the artistic and production teams, develop and implement a public-space scheduling system that incorporates OTC’s new and renovated spaces, and lead weekly “traffic meetings” to ensure public-facing space needs are met. Foster a positive and collaborative work environment within the department and create structures to encourage cohesiveness. Promote a culture of exceptional customer service and contribute to the development of organizational policies and procedures that impact the audience experience. Stay abreast of industry best practices and emerging trends in audience engagement and customer service. Oversee the Box Office, led by the Director of Sales and Memberships, who manages ticketing operations and box office staff. Supervise relationships with second party discounters and, with Director of Marketing, collaborate on inventory management.

Front-of-House & Guest Experience : Ensure all public spaces are guest-ready at all times. Supervise Patron Services Manager who manages the Front of House operations and volunteer ushers, ensuring staff provides exceptional service, handles inquiries and complaints effectively, and resolves issues promptly. Ensure audience procedures, including parking, safety and emergency plans are communicated and followed. Strategize and oversee concessions to meet goals and enhance customer experience. Assess and improve safety procedures as needed. Oversee accessibility services and ensure compliance with ADA regulations and regulatory compliance for alcohol license. Develop and implement strategies to enhance the overall ambiance and atmosphere of the venues.

Rentals : Lead strategy and plans for a new and improved rentals program that utilize the newly renovated spaces such as the Bernard Family Theatre. Oversee the Rentals Manager who is responsible for the implementation and coordination and execution of all rental activities within Olney Theatre Center for the Arts. Ensure the Rentals Program benefits, and can benefit from, the overall guest and patron experience, utilizing relationships and opportunities cultivated in all forward facing departments.

Guest Communication & Feedback : In partnership with the Director of Marketing and Communication, develop and implement communication strategies for audience-related information, including pre- and post-show emails, program inserts, and venue guidelines. Respond to guest inquiries, comments, and complaints in a timely and professional manner. Utilize audience feedback to identify areas for improvement and inform decision-making. Establish and maintain service standards and protocols to ensure a consistent and high-quality guest experience across all venues and interactions.

Budget & Resource Management : Responsible for income and expense goals in Audience and Guest Services budget, including Rentals, Concessions, Gift Shop, and staffing. Ensure efficient allocation of resources and cost-effective operations.

Qualifications : Bachelor's degree in Hospitality Management, Arts Administration, Theatre / Performing Arts, or a related field.

Minimum of five years of progressive experience in audience services, guest relations, box office management, or a related field within a performing arts organization, entertainment venue, or hospitality industry.

Proven experience in a leadership role with direct supervisory responsibilities.

Strong understanding of ticketing systems and box office operations (experience with Tessitura is a plus).

Excellent knowledge of front-of-house management principles and best practices.

Demonstrated commitment to providing exceptional customer service and creating positive guest experiences.

Strong communication, interpersonal, and problem-solving skills.

Ability to remain calm and professional in high-pressure situations.

Excellent organizational and time management skills with the ability to manage multiple priorities.

Strong financial acumen and budget management experience.

Knowledge of accessibility regulations (ADA) and best practices for serving patrons with disabilities.

Proficiency in Microsoft Office Suite, scheduling software and other relevant digital tools.

A passion for the performing arts and an understanding of the unique needs of arts patrons.

Ability to work flexible hours, including evenings, weekends, and holidays as required.

Must be able to stand for long periods of time during events and carry up to 50 lbs and move with physical ease to assist with pre- and post- performance / event needs.

Requires the ability to multi-task and work in a fast-paced environment and to be on site for performances and events, as needed.

Olney Theatre Center (OTC) is a nonprofit regional theatre that produces plays and musicals and provides education and community programs in the Baltimore / Washington, DC metropolitan region.

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