Associate Director of Hospitality

Job description

Description

ZACH is a non-profit organization that creates intimate theatre experiences that ignite the imagination, inspire the spirit, and engage the community. The Associate Director of Hospitality will oversee, elevate, and expand revenue-driving initiatives while enhancing our audience experience. This role will lead the bar, concessions, gift shop, and Front of House (FOH) operations, ensuring exceptional service, revenue growth, and a seamless patron journey. Reporting to the Director of Marketing, Sales and Patron Experience, the Associate Director of Hospitality will develop strategies to optimize efficiency, drive revenue, and create memorable experiences for our guests.

Requirements

ESSENTIAL FUNCTIONS:

Leadership & Operations

Provide strong leadership and a strategic vision for ZACH Theatre's hospitality and audience experience initiatives

Supervise and support the Bar Coordinator and Front of House Manager, ensuring seamless operations across all guest-facing areas

Establish and maintain high standards of service, ensuring all staff and volunteers deliver an exceptional patron experience

Develop team meeting schedules, tighten current processes, and establish workflows where needed

Oversee operations and schedules across 3 venues, 5 bars.

Collaborate with Marketing and Development departments on fundraising campaigns connected to productions, merch sales, and other special projects.

Food & Beverage Program

Oversee the operation, revenue, growth, and future vision of the food and beverage program

Optimize and/or create systems for four permanent bars and two mobile bars in multiple venues, ensuring efficient and profitable operations

Maintain and establish food and beverage vendor relationships

Maintain compliance with food handling and bar best practices and licensing standards

Develop and implement a strategy to introduce food offerings to complement the existing bar service

Drive innovation in service models, pricing, and operational efficiencies to increase revenue and customer satisfaction

Develop and implement a strategy for differentiated offerings and experiences based on patron access levels, ensuring an elevated and exclusive experience in spaces such as the donor lounge bar

Collaborate with the Bar Manager on scheduling, inventory tracking, payroll management and reporting for shows, special events, rentals with ability to be quick and nimble based on volume and evolving needs

Front of House & Volunteers

Oversee the operation of the house management team, ensuring smooth audience entry, seating, and departure processes

Collaborate with Front of House Manager to create a volunteer recruitment plan aligned with ZACH Theatre's brand, values, and short- and long-term goals

Gift Shop Management & Retail Strategy

Lead an overhaul of the gift shop's physical setup, retail offerings, and operations to enhance revenue and quality control

Curate and source merchandise that aligns with ZACH Theatre's brand and audience interests and customized merchandise for each production

Train and manage volunteers and gift shop staff

Develop and implement a retail growth strategy over multiple years, including the eventual launch of an online merch shop

Financial Oversight & Reporting

Create and manage the annual budgets for bar, front of house, and gift shop operations

Develop and maintain clear and regular reporting systems for bar expenses and revenue, gift shop sales, and house management expenses, in collaboration with the finance department

Monitor and analyze financial performance, ensuring revenue goals and cost controls are met

Responsible for daily, monthly, and year-end sales, inventory tracking, and reporting, collaborating with finance on reconciliations as needed for bar and gift shop

Patron Experience & Program Development

Work closely with the General Manager and Director of Marketing, Sales and Patron Experience to improve the patron journey from ticket confirmation through parking, pre-show, and post-show experiences

Partner with the Director of Marketing, Sales and Patron Experience to create engaging pre-show incentives that encourage early arrivals, increase time spent in ZACH Theatre's spaces, and boost bar and concession sales

Partner with the Donor Services team to develop and enhance hospitality initiatives tailored for ZACH's donor community, ensuring premium service and curated experiences

Partner with the Marketing Team to oversee pre-show and special events such as Pride Nights, ZACHademia Nights, Season Announcement Parties, etc.

Event Coordination & Vendor Relations

Collaborate with the Rentals and Events Manager to evaluate and revise rental food and beverage packages and ensure seamless execution of third-party events

Coordinate catering for community and ZACH events such as opening nights, Pride Nights, and other special occasions

Develop and maintain strong relationships with food, beverage, and retail vendors to enhance ZACH Theatre's offerings and operations

Partner with the Director of Development to explore sponsorship opportunities with vendors, identifying mutually beneficial partnerships that enhance event offerings and patron experiences

EDUCATION AND EXPERIENCE:

Bachelor's degree (preferred) or a combination of education and experience that yields the required knowledge, skills and abilities

4+ years experience in patron services management or Front of House equivalent

4+ years supervisory experience

Experience in hospitality management, catering and events, audience services, or a related field

Experience in a theatre or arts environment (preferred)

KNOWLEDGE, SKILLS, AND ABILITIES

Working knowledge of MS Word, Excel, Google applications, Tessitura Ticketing Software and TOAST (preferred) or other point of sale systems, Blue Cart (preferred) or other inventory management systems; ability to operate all office equipment: copier, credit card machine, point of sale terminal and computer

Strong leadership abilities with experience managing teams and driving operational improvements

Strategic thinker with the ability to envision and execute new audience engagement initiatives

Financial acumen, including budgeting, forecasting, and reporting

Excellent organizational, communication, and problem-solving skills

Passion for arts and live entertainment, with a commitment to enhancing the patron experience

Proven excellence in customer service skills both orally and written and the ability to train others

Demonstrates planning, leading and organizational skills

Strong time management skills with the ability to prioritize, meet deadlines and work on multiple projects and have the ability to work independently and as a team

Familiarity with basic TABC rules and regulations

Familiarity with the Americans with Disabilities Act and special services such as Sign Interpretation, Captioning, Audio Description and Sensory Performances

Builds Collaborative Relationships with all departments

Develops Talent and Teams among Front of House Staff and Volunteers

Ability to manage processes and systems

Accountability for People and Budgets

Deals with Change Effectively

Represents ZACH at public events and performances in a professional manner

Ability to perform all work with a direct reflection of the vision, mission, and values of ZACH Theatre

Other duties as assigned

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

This is a campus-based, on-site role. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions upon discussion with HR.

Ability to sit/stand for long periods

Ability to lift, push, pull or otherwise maneuver up to 50 lbs repeatedly, either alone or with assistance

Ability to work in close proximity to other coworkers

Maintain valid driver's license and reliable transportation

Comfortable around continuous crowds of people

Ability to work in areas of low lighting

Ability to work with a flexible schedule, including evenings, weekends, and holidays for ZACH productions, openings, and special events as scheduled

The noise level in this work environment is typically moderate and can be high

ORGANIZATIONAL RELATIONSHIPS:

Reports to: Director of Marketing, Sales and Patron Experience

Supervises (if any): Front of House Manager and Bar Coordinator

Supports: All departments as needed

Peer collaboration/communicates with: All departments as needed

PAY:

The beginning salary starting between $60,000-$70,000 annually, commensurate with experience and qualifications. New hires are typically brought into the organization between the minimum and midpoint of the range posted depending upon qualifications, years of experience in a similar role, internal equity, and the budgeted amount for the role.

Some of the great benefits available to ZACH Employees:

Affordable Healthcare Coverage for Full-Time Employees and their Dependents

Employer Paid Life and AD&D insurance

401K Matching Program

Vacation, Sick, and Personal Time

Paid Holidays

Free Parking

Tickets to Mainstage and Family Series shows and enrollment in Camps/Classes

All offers of employment are conditional pending the successful completion of background and reference checks.

ZACH is committed to ensuring an equitable and inclusive workforce and we strive for a team that reflects Austin's diverse culture. All applicants will receive consideration for employment without regard to race, creed, color, religion, national origin, sexual orientation, gender identity, disability, sex or age.

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Worksite address

austin, TX, 78716, US

Who can apply

Review the original listing for work authorization, qualifications and employer requirements.