Summary
Located in the vibrant Atlanta Metro area, Trilith LIVE is designed to host concerts, rehearsals, live audience productions, conventions, corporate meetings, performing arts, tradeshows, exhibitions, special events, and much more. Spanning 530,000 square feet, Trilith LIVE features a 2,200-seat theater, 50,000 square feet of sound stages, multi-purpose meeting rooms, support space, dressing rooms, green rooms, production offices, suites, wardrobe, audience holding areas, outdoor plaza areas, full-service catering and concessions, box office, and a 730-space parking deck.
Trilith LIVE is seeking a dedicated and customer-focused Guest Experience Manager to join our team. Reporting to the Director of Security & Experience, the Guest Experience Manager is responsible for coordinating guest services operations, supporting security and venue access protocols, and ensuring positive experiences for all visitors, artists, and staff. This role involves supervising part-time event staff, assisting with administrative duties, and addressing guest needs with professionalism and care. The Guest Experience Manager will play a vital role in creating a safe, welcoming, and memorable environment for guests, clients, and partners.
Essential Responsibilities
- Support the Director of Security & Experience in overseeing guest services operations during events and daily activities.
- Supervise, schedule, and deploy guest services staff (ushers, ticket scanners, accessibility support, etc.) for events, ensuring proper coverage and excellent customer service.
- Assist with onboarding, training, scheduling, and supervising part-time experience team members.
- Conduct pre-event briefings to ensure team members are prepared and informed of their roles.
- Actively monitor and evaluate staff performance, providing coaching, recognition, and feedback as needed.
- Clearly communicate event requirements to guest services teams and collaborate with other departments to support smooth operations.
- Serve as a point of contact for guests during events; respond to and resolve concerns with empathy and efficiency, escalating when appropriate.
- Oversee lost and found operations, including intake, documentation, storage, and guest return coordination.
- Assist with implementing and maintaining customer service policies and procedures to enhance the guest experience.
- Coordinate with security and parking personnel to ensure safe and efficient guest arrival, access, and departure.
- Support event managers and operations teams with pre-event planning and on-site execution, including guest flow and front-of-house needs.
- Ensure guest-facing spaces are safe, clean, and welcoming; conduct walkthroughs and document any issues.
- Assist with emergency response procedures and ensure staff are familiar with safety protocols.
- Maintain accurate documentation for guest feedback and security incidents.
- Work a flexible schedule, including evenings, weekends, and holidays, to support event operations.
- Perform other duties as assigned in support of Trilith LIVE’s mission.
Supervisory Responsibilities
Directly supervises guest services staff and event-day personnel, including assigning tasks, monitoring performance, and providing guidance. Escalates performance or disciplinary matters to the Director of Security & Experience.
Qualifications
- Bachelor’s degree in hospitality, Business, or a related field preferred; equivalent experience may be considered.
- Minimum 2-3 years of guest services, event operations, theater management, or venue security/hospitality management experience.
- Experience supervising part-time or front-line event staff.
- Strong interpersonal and customer service skills with the ability to resolve guest concerns effectively.
- Ability to remain calm under pressure and adapt to changing situations.
- Basic knowledge of crowd management, guest services practices, or security operations preferred.
- Excellent communication, organizational, and problem-solving skills.
- Strong attention to detail and ability to manage multiple priorities and deadlines.
- Proficiency with Microsoft Office and standard office software.
- Ability to work collaboratively across departments in a fast-paced environment.
- Flexibility to work nights, weekends, holidays, and extended hours as required.
Physical Demands / Work Environment
While performing the duties of this role, the employee is regularly required to talk, hear, walk, stand, stoop, kneel, crouch, or climb to access operational systems; use hands and fingers with dexterity; and reach with hands and arms. Must occasionally lift and/or move up to 25 pounds. Specific vision abilities required include close vision and the ability to adjust focus. The noise level in the work environment is usually moderate to loud. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Equal Opportunity Statement
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
