Reports to: Director of Venue Operations
Member of: Guest Experience Team
Supervises: Seasonal Event-Based Guest Assists and Volunteers
Classification: Full-time/Exempt | Salary Grade/Range: Grade 2/$40,250-$46,288
Starlight is Kansas City’s oldest and largest outdoor performing arts organization, stewarding a $20M+ annual budget and a year-round staff of 45+ full-time employees alongside hundreds of seasonal team members and volunteers. As a civic treasure and cultural destination, Starlight presents Broadway musicals, concerts, special events and community programming that collectively reach hundreds of thousands of guests each year through more than 100 events annually.
The Guest Experience Supervisor supports day-to-day front-of-house (FOH) and event operations to help deliver a positive, welcoming guest experience. This role assists with recruiting, scheduling, training, and communication for seasonal event staff and volunteers, and provides on-site oversight during events to ensure team members are supported, guest needs are addressed, and issues are escalated appropriately.
Required Accountabilities + Deliverables
- Oversee day-to-day front-of-house operations for events and public programs to ensure a positive and consistent guest experience.
- Serve as an on-site supervisor during events, providing real-time leadership, problem-solving, and decision-making support.
- Assist with recruitment, onboarding, training, and retention of front-of-house staff and volunteers.
- Create and manage event staffing schedules in coordination with venue leadership and department needs.
- Support the development and delivery of training programs focused on customer service, safety, accessibility, and venue policies.
- Evaluate guest experience and front-of-house operations on an ongoing basis, identifying trends and recommending improvements to enhance service delivery and efficiency.
- Coordinate and communicate with various departments and stakeholders to ensure seamless event execution.
- Ensure the enforcement venue policies, safety procedures, and emergency protocols in front-of-house areas.
- Assist with maintaining records related to events, incidents, staffing, training, and volunteer engagement.
The above listing is not all-inclusive; other duties may be assigned to meet the evolving needs of the organization.
Preferred Knowledge, Skills + Abilities
- Working knowledge of the performing arts/live events industries.
- Proficiency in Microsoft Office and related applications, with the aptitude and willingness to learn new technology systems.
- Strong administrative and organizational skills, with a high level of attention to detail and commitment to accuracy.
- Ability to create clear, functional presentations; draft basic written content; and support routine communication materials.
- Ability to thrive in a fast-paced, dynamic environment while effectively prioritizing and managing multiple initiatives.
- Excellent written and verbal communication skills, with the ability to interact professionally with a diverse range of stakeholders.
- Bachelor’s Degree in a relevant field and/or 1-3 years of relevant experience.
- Trained Crowd Management, CPR or other relevant certifications.
Working Conditions & Physical Requirements
- Ability to lift and carry a minimum of 30 lbs.
- Able to work outdoors in all weather conditions.
- Variable work week schedule of 40+ hours per week depending on events, holidays, weather, and more.
