Director of Guest Services
About Hendricks Live!Hendricks Live! is a dynamic nonprofit arts and entertainment venue dedicated to creating memorable experiences for Central Indiana’s diverse communities. Through performances, events, and community engagement, we bring people together through exceptional art and entertainment.Located just 30 minutes from Indianapolis in the growing and vibrant town of Plainfield, Hendricks Live! features:a 600-seat performance theatrea 120-seat flexible event spacePublic art galleriesOur programming includes concerts, theatre, dance, comedy, film, and community events, alongside private rentals such as weddings, corporate events, and fundraisers.The OpportunityHendricks Live! is seeking a dynamic, people-first leader to shape and elevate the guest experience at one of Central Indiana’s newest performing arts venues.As Director of Guest Services, you will lead all front-facing operations—including box office, concessions, front of house, and volunteer programs—ensuring every guest enjoys a seamless, welcoming, and memorable experience. You are responsible for setting standards, leading teams, designing processes and ensuring consistent, high-quality execution across all events. You’ll be a key member of the leadership team, contributing to organizational strategy, driving revenue opportunities, and building a culture of excellence.Why This Role MattersThis is a unique opportunity to help build and refine the guest experience at a growing arts organization. In this role, you will:Own the performance and effectiveness of guest-facing operations that serve thousands of guests annuallyOversee and develop a department of 5 full and part-time staff, as well as a corps of 70+ volunteersDesign systems and processes to deliver exceptional safety and serviceContribute to revenue growth through ticket and concessions sales What You’ll DoLeadership & Team DevelopmentLead, coach, and develop Guest Services staff, including Box Office and House ManagersRecruit, train, and support part-time staff and a volunteer team of 70+ individualsEstablish clear expectations, accountability, and consistent performance standardsFoster a collaborative, solutions-oriented team cultureGuest Experience & OperationsSupervise all front-of-house operations, including ticketing, concessions, and audience servicesServe as Manager on Duty (MOD) during select events acting as the primary authority for guest-facing operations including facility conditions, parking, security, patron entry and exiting, seating, onsite escalations, housekeeping and emergency responseEnsure a safe, clean, accessible, and welcoming environment for all guestsDevelop and implement customer service standards and training programsLead pre-event readiness and post-event review processes for FOH operationsTicketing & Revenue OptimizationPartner with the Box Office Manager to oversee ticketing strategy and operationsReview event builds, pricing, discounts, and comp ticket allocationsCollaborate with Concessions Manager to guide concessions operations, product mix, pricing, and inventory managementMonitor and report out on box office and concessions performance and identify opportunities to improve revenue and efficiencyVolunteer Program LeadershipDirectly oversee and execute recruitment, onboarding, scheduling and retention of volunteersDevelop training programs, policies, and performance initiativesLead volunteer recognition, engagement and appreciation effortsStrategy & CollaborationContribute to organizational strategy and long-term planningPartner with production and other departments to ensure alignment on event readiness, timelines, and executionCollaborate with marketing, development, and programming teams to identify audience preferences and trends.Support new initiatives, partnerships, and revenue-generating opportunitiesSystems & AccountabilitySupport the further development and use of systems for scheduling, communication, and reportingMonitor front-of-house performance, staffing levels, and operational efficiencyContribute to financial goals and develop, manage and track departmental budgetWhat You BringA passion for arts, entertainment, and community engagementStrong leadership experience managing staff and/or volunteersA commitment to delivering exceptional guest experiencesExcellent organizational, communication, and problem-solving skillsAbility to thrive in a fast-paced, event-driven environmentA collaborative mindset and positive, solutions-oriented approachQualificationsBachelor’s degree or equivalent experience5+ years of experience in guest services, hospitality, volunteer management, ticketing, concessions or related operations; Experience in live events and/or performing arts preferred2+ years of leadership or management experienceProficiency in Microsoft 365 ecosystem (Outlook, Teams, etc.)Schedule & Work EnvironmentFull-time (40+ hours/week)Regular evenings, weekends, and holidays based on event scheduleHybrid flexibility for administrative work as appropriate and flexible days off.Compensation & BenefitsSalary: $60,000–$70,000Health insurance (employer subsidized)Dental and vision plans available401(k) plan availablePaid time off and holidaysHow to ApplyTo apply, please submit your resume and a brief cover letter outlining your interest in the role to:Application deadline: Until filled