Guest Experience Supervisor

Overview

Hourly Rate: $21.82

The Smith Center for the Performing Arts is at the heart of downtown's 61-acre urban development, Symphony Park. Opened in March 2012, its venues include the 2,050-seat Reynolds Hall, the 244-seat intimate Myron’s venue, and the 200-seat Troesh studio theater. Designed to address the needs of community residents, The Smith Center offers a blend of performances by local arts groups as well as first-run touring attractions.

It is a community anchor adding vitality, diversity, arts education, outreach programs and cultural appeal to the entire valley. The Las Vegas Philharmonic and The Nevada Ballet Theatre are resident companies at The Smith Center. In addition, The Smith Center functions as an active rental venue, able to host a wide variety of performances and events in its theaters, lobbies, and other dramatic spaces.

Job Title: Guest Experience Supervisor

Department: Guest Experience

Reports to: Guest Experience Manager

Status: On-Call;
Non-Exempt

Hourly Rate: $21.82

The Smith Center for the Performing Arts is at the heart of downtown's 61-acre urban development, Symphony Park. Opened in March 2012, its venues include the 2,050-seat Reynolds Hall, the 244-seat intimate Myron’s venue, and the 200-seat Troesh studio theater. Designed to address the needs of community residents, The Smith Center offers a blend of performances by local arts groups as well as first-run touring attractions.

It is a community anchor adding vitality, diversity, arts education, outreach programs and cultural appeal to the entire valley. The Las Vegas Philharmonic and The Nevada Ballet Theatre are resident companies at The Smith Center. In addition, The Smith Center functions as an active rental venue, able to host a wide variety of performances and events in its theaters, lobbies, and other dramatic spaces.

Vision, Mission and Values:

• Vision - To be recognized as a leading performing arts center.
• Mission - To inspire artists, audiences, and our diverse community through great performances, enriching experiences, and engaging educational programming.
• Values - Integrity in all that we do;
  Respect for all people;
  Inspiration for artists, audiences and community;
  Service excellence;
  Education through the arts;
  Sustainable operationally, environmentally and financially (IRISES)

Summary Of Duties And Responsibilities

The on-call Guest Experience Supervisor reporting to the Guest Experience Manager is responsible for monitoring all public areas during performances. Primarily assigned to performances in Myron’s and Troesh Studio Theater, with occasional responsibilities in Reynolds Hall depending on operational needs, this role ensures a seamless and enjoyable experience for all guests. Additional responsibilities include supervising the on-call Usher team, partnering with artists, culinary management, the Guest Experience Assistant Manager, and the Security team to promptly address and effectively resolve any issues that arise during performances.

By upholding and exceeding departmental guest service standards, the Guest Experience Supervisor ensures exceptional, memorable, and safe experiences for all guests.

Guest Safety and Security

• Maintain the highest standards of safety, security, and comfort of guests, volunteers, and staff.
• Implement and enforce emergency and evacuation procedures.
• Evaluate and update protocols to ensure compliance with safety regulations and best practices on a regular basis.
• Promptly address and report any safety or service incidents during performances.
• Follow through on resolutions and implement preventative measures to prevent recurrence.
• Collaborate with the Security team to coordinate lost and found items for each performance.
• Continuously monitor and inspect all equipment to ensure it meets safety and cleanliness requirements.

Guest Experience

• Consistently deliver Service with Heart adhering to departmental standards when interfacing with guests.
• Ensure every guest feels valued and welcomed, creating a positive and memorable experience.
• Utilize effective guest conflict resolution strategies as outlined in the guest service standards…