Guest Services Manager

7 months ago

Halifax, Canada Neptune Theatre Foundation Full time

**JOB DESCRIPTION**

Neptune Theatre is searching for a highly organized and dynamic Guest Services Manager. This is a full-time position that is responsible for leading the Front of House (FOH), Bar, and Event Departments ensuring Neptune’s values of service, safety, inclusivity, and excellence are at the forefront of their work. Reporting to the Executive Director (ED), the Guest Services Manager has one full-time direct report and oversees a team of part-time casuals and volunteers.

**DUTIES AND RESPONSIBILITIES**
- Ensures exemplary service for all of Neptune Theatre’s guests
- Manages all aspects of the Front of House (including bar sales and merchandise) for productions and/or events
- Hires and trains the FOH staff ensuring a consistently high standard of care and customer service
- Scheduling, payroll, managing and coaching the team
- Oversee rental events and the volunteer program
- Organize, facilitate, and plan internal events (including but not limited to Opening Nights, Pay What You Can and client events)
- Assists in creating and controls budgets and sales targets for the department
- Completes reporting on sales data, balancing bar reports and creating bank deposits
- Manages inventory, ordering, and ensuring the team has the supplies required
- Responds to customer service escalations and ensures customer needs are taken care of in a timely manner
- Is responsible for the safety and security of the patrons visiting Neptune Theatre at all times
- Ensures compliance with Health and Safety, Fire Regulations, Liquor Control Regulations and Smoking Regulations
- Contributes to physical security of public spaces during and after events or productions
- Ensures spaces, furniture, and equipment are clean, functional and properly maintained
- Ensures effective inter-departmental communication between departments regarding FOH and Events in the building
- Collaborates with the Senior Management team on plans, partnerships, projects, and strategies to support Neptune Theatre’s mission
- Must work on site evenings and weekends with some daytime hours

**REQUIREMENTS**
- Minimum of 2 years of managerial experience, preferably in the hospitality industry
- Completion of post-secondary hospitality training or equivalent experience
- Dedicated to delivering exceptional customer service and cultivating positive experiences for patrons, coupled with a genuine passion for the arts and a commitment to promoting accessibility and inclusion
- Demonstrates strong leadership abilities, with a talent for motivating and inspiring staff to achieve their full potential
- Proficiency in cost analysis, fiscal management, and budgeting techniques
- Outstanding conflict resolution, negotiation, and objection handling skills
- Ability to adapt swiftly to a dynamic and evolving environment
- Effective verbal and written communication skills
- Strong organizational acumen with keen attention to detail
- Proficient problem-solving skills and adeptness at quick adaptation
- Upholds a positive and collaborative demeanor, fostering teamwork and cooperation
- Flexibility to work on site for a varied schedule, including evenings, weekends, and occasional daytime shifts

**SALARY**

This position offers an annual salary in the range of $45,000 - $50,000 including vacation and health plan benefits.

**TO APPLY**

**STATEMENT OF INTENTION**

**Job Types**: Full-time, Permanent

Pay: $45,000.00-$50,000.00 per year

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- Paid time off
- Store discount
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- Evening shift
- Monday to Friday
- Morning shift
- Weekends as needed

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person

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