Senior Manager of Guest Experience & Heinz Hall Presents (HHP)

Who is the Pittsburgh Symphony Orchestra?
Known for its artistic excellence for more than 120 years, today the PSO is the region’s national and international cultural ambassador. A two-time 2018 GRAMMY® Award-winning orchestral ensemble credited with a rich history of concerts, performances, and recordings with the world’s finest conductors and musicians, the PSO consistently demonstrates a genuine commitment to Pittsburgh’s citizens, regional communities, and vibrant cultural scene.

Job Purpose: The Senior Manager of Guest Experience & HHP is responsible for creating exceptional guest experiences at Heinz Hall by managing front-of-house operations and projects and ensuring that every visit to Heinz Hall is welcoming, accessible, and memorable.  This role oversees all aspects of the front-of-house experiences (pre-event, in-event, and post-event), including guest services, space utilization, front-of-house flow, wayfinding, event staff training and management, food and beverage service (through contract caterer), and project management to develop and implement new experiences.  The Senior Manager is a hospitality-driven leader with a passion for the arts and a commitment to fostering a welcoming, accessible and engaging environment for all guests.  Additionally, the Senior Manager supports the scouting, booking and execution of financially successful non-orchestra performances including the Heinz Hall Presents Series and Co Promotions.

Essential Duties and Responsibilities:
Guest Experience & Audience Engagement:

• Develop and implement strategies to enhance the overall guest experience, ensuring a welcoming and accessible environment for all patrons, inclusive of wayfinding, space utilization and event flow.
• Lead efforts to improve audience engagement, working closely with marketing and development teams to assist them in cultivating strong relationships with patrons and donors.
• In collaboration with Marketing and using the guest feedback collected by Marketing, develop and implement strategies to improve service & guest experience levels and identify priority areas for improvements.
• Work with Artistic and Marketing Departments on design of audience experience for specified concerts.
• Lead implementation of front-of-house-based new experiences and guest events (e.g., receptions for sponsors, group sales, VIP packages) through project management that coordinates planning and delivery across departments, including coordination with in-theater experiences, as necessary.
• Develop and implement policies and procedures to ensure smooth venue operations, while collaborating across departments to coordinate seamless event logistics.
• Assess food and beverage (caterer) performance and develop and implement strategies to achieve revenue targets while meeting or exceeding the expectations of guests in all areas of service.
• Supervise and direct the work of the Administrative & Retail Manager.
• Supervise, hire, direct work and oversee necessary training/development of front-of-house staff (e.g., Event Supervisor, Ushers and Concierge(s)) ensuring fulfillment of guest experience vision and goals with excellent customer service and operational efficiency.
• Create an overall schedule for Ushers, Concierges and Event Supervisor and approve payroll.
• Ensure there is a visible presence in the venue, proactively engaging with patrons, resolving issues, and maintaining a positive experience.
• Address and resolve guest concerns and incidents professionally and efficiently.
• Work with Building Operations Manager to ensure that the front of house staff is trained in safety protocols and have clear knowledge of emergency plans.
• Work with Building Operations Manager and security teams to ensure a safe environment for all patrons, staff and artists.

Heinz Hall Presents:

• Research potential HHP acts independently and with co promoters and create deal sheets for internal approval in alignment with HHP Revenue Goals.
• Conduct initial review of artist contracts for Heinz Hall Presents and revise as necessary.
• Day of artist management making sure artist needs are handled and act as Manager on Duty for assigned performances/events.
• Conduct and/or assist on settlements for performances in Heinz Hall in conjunction with Heinz Hall Presents and Co Promotions, including the review and approval of all related invoices.

Administration:

• Manage the Heinz Hall Presents Revenue Budget.
• Assist VP in the development of marketing strategies for Heinz Hall to meet growing revenue goals.
• Assist VP in management of the Heinz Hall Rental Revenue and Catering Commissions Budget.
• Provide input & counsel to the VP concerning the overall management of Heinz Hall to ensure PSO Strategic Plan and Inclusivity & Organizational Stability goals alignment.
• Act as VP in the absence of the VP.

Required Education and Experience:

• Bachelor’s degree or equivalent work experience required.
• At least three years related experience in building management required.
• Experience in settling entertainment events.
• Experience in negotiating contracts with agents, promoters & artists.
• Supervisory experience.
• Extensive computer skills required.
• Excellent written and verbal communication capabilities, including clear and concise writing skills and attention to detail.
• Ability to work independently but also as a member of a team.
• Ability to meet deadlines and perform well under pressure.
• Ability and willingness to work irregular hours, including evenings and/or weekends when necessary.

Preferred Education and Experience:

• Previous work in a nonprofit setting.
• Previous work in a music or other live entertainment venue.

Physical Requirements:

• Ability to work on a computer for extended periods of time.
• Ability to operate related equipment, i.e. computer, copier, scanner.

Compensation and Location:
This is a full-time position with an annual salary range between $60,000 - $67,000 depending upon experience. We also offer a comprehensive benefits package which includes paid holidays, paid time off, employer paid health benefits, as well as retirement savings options with an employer match. Heinz Hall in downtown Pittsburgh is the work location for this position. The PSO supports a flexible, hybrid work environment, which currently including both in-person and remote work.  This position does include working on weekends and evenings during PSO and Heinz Hall concerts or events. 

Pittsburgh Symphony, Inc. (PSI) provides equal opportunity to all qualified employees and applicants for employment without regard to race, color, religion, sex, gender, pregnancy, sexual orientation, gender identity, genetic information, ancestry, national origin, age, physical or mental disability, marital status, veteran status, or any other class or category protected by local, state, or federal law.

The specific statements shown in each section of the description are not intended to be all-inclusive. They represent typical elements and criteria considered necessary to perform the job successfully.

The PSO recognizes that an individual with a disability may require a job modification/ accommodation to enable them to successfully perform a job function. Consideration will be given to such requests. Such requests should be directed to Human Resources.