- Develop and share hospitality and customer service training guidelines, policies, procedures, and patron engagement initiatives to empower staff and volunteers. Lead organized training sessions and provide on-site guidance.
- Incorporate the SLSO customer service culture with affiliated business partners, including security, shuttle drivers, and housekeeping. Provide partners with training and information to achieve a unified look and feel to SLSO hospitality services.
- Use audience survey results proactively to change and improve services.
- Provide guidelines for the effective resolution of customer concerns and complaints. Ensure follow-up and documentation through the Tessitura database. Front of House Management
- Oversee all aspects of hospitality services, including concessions, bars, premium experiences, staffing, and volunteer management to ensure seamless operations and patron satisfaction.
- Participate in SLSO season planning meetings. Direct the planning of front of house logistics for all scheduled SLSO concerts and events in coordination with back of house management. Use event management software to produce essential planning tools such as space booking confirmations, concert and event sheets, calendars, concert and event staffing schedules, and front of house reports.
- Plan, schedule, and conduct routine front of house staff meetings, annual orientation workshops, and ongoing training sessions.
- Ensure best practices in food presentation, menu development, pricing, food safety, service delivery and professionalism.
- Regularly review front of house policies and operating procedures. Work with the facilities department to ensure patron safety and security.
- Manage the SLSO's boutique program in collaboration with the marketing team and SLSO volunteers.
- Administrative
- In partnership with the Powell Hall Relocation Consultant and a cross-functional team, develop and implement plans for the reopening of Powell Hall and expanded front of house operations, including food and beverage, new policies and procedures, and technology and staffing needs.
- Direct the recruitment, hiring, training, and management of all front of house staff. Oversee all front of house accounting processes including the retail point of sale system, payroll, purchasing, contracts, and invoicing.
- Develop and manage departmental budget, allocate resources effectively, and identify opportunities for cost savings and revenue generation.
- Use data analytics to track audience feedback, attendance trends, and other key performance metrics, providing insights for continuous improvement.
- Minimum of 5 years of progressive experience in hospitality management, preferably in a cultural or entertainment venue.
- Bachelor's degree in related field or equivalent experience.
- Proficiency in event management, budget management, and customer relationship management (CRM) and point-of-sales systems. Exceptional attention to detail and a commitment to delivering high-quality work.
- Demonstrated cultural competency with a diverse group of audience members, staff, artists, and community stakeholders.
- Ability to work a flexible work schedule that includes evenings, weekends, and some holidays required.
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Director, Contract Management - Québec, QC, Canada - ROME GROUP
Description
Louis Symphony Orchestra offers exciting opportunities that will challenge your abilities, expand your skills, and reward your contributions in an atmosphere that encourages both personal and professional growth for all.
The Director of Hospitality and Audience Experience oversees all aspects of hospitality services to enhance the SLSO concert experience, while upholding exceptional service standards and fostering a culture of welcome and belonging for all.
This key position supervises a front of house team, including front of house managers, an event manager, ushers, and food and beverage staff, inspiring and mentoring a diverse group of hospitality professionals.
Reporting to the Chief Marketing and Communications Officer, the Director of Hospitality and Audience Experience collaborates across the organization to develop innovative audience engagement strategies and deepen patron loyalty.
The successful candidate is strategic, proactive, and passionate about the SLSO's mission, with outstanding leadership and hospitality skills, and the ability to interact effectively with patrons, donors, staff, and stakeholders at all levels.
Create a noteworthy hospitality and customer service brand for the SLSO for all activities taking place at Powell Hall and other SLSO performance venues.
Hybrid schedule, medical, dental, and vision plans (including domestic partner coverage), 3 weeks' vacation/PTO + 8 sick days, fitness reimbursement, retirement contribution, discounted and complimentary concert tickets, and more.
We are committed to cultivating a culture of inclusion and connectedness where a diverse team of employees can grow and thrive.
In recruiting for our team, we welcome candidates' uniqueness in culture, social identities, expression, and viewpoints. Please apply via our website HERE.#
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