Working at Zach

Zach is a non-profit organization that creates intimate theatre experiences that ignite the imagination, inspire the spirit, and engage the community. The Senior Manager of Hospitality & Patron Experience will oversee, elevate, and expand revenue-driving initiatives while enhancing our audience experience. This role will lead the bar, concessions, 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 Senior Manager of Hospitality & Patron Experience will develop strategies to optimize efficiency, drive revenue, and create memorable experiences for our guests.

ESSENTIAL FUNCTIONS: 

Leadership & Operations

• Provide strong leadership and a strategic vision for Zach Theater’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

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 Coordinator on scheduling, inventory tracking, payroll management and reporting

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 Revamp & 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
• 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
• 2+ years experience in patron services management or Front of House equivalent
• 2+ 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 softwares; 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

No phone calls, please.

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

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.  

$60,000 – $63,000 annually

Apply Now

This critical role ensures the maintenance of audio equipment and inventory, coordinating with external designers, directors, musical directors, artists, and musicians in the fulfillment of production needs. As resident Sound Designer, this role is responsible for the configuration of each venue’s sound system including the placement and designation of microphones, monitors, loudspeakers, control hardware, and production specific effects and musician support. Additionally, the Manager of Audio works closely with the Manager of Lighting/Video, Manager of Stage Operations, and General Manager to support non-production use of Zach facilities and rehearsal spaces for special events, rentals, development events, and meetings.

ESSENTIAL FUNCTIONS:

• Hires, mentors, and supervises all full-time, part-time, and over hire audio and video personnel for each production; providing performance feedback, mentorship and staff development, and payroll approvals.
• Serves as Resident Sound Designer for Zach Mainstage and Family series productions as well as special events and other projects as assigned by the Artistic Director and Director of Production each season.
• Collaborates with Directors, Designers, Director of Production, rental houses, and other suppliers to achieve desired designs within designated budgets.
• Maintains inventory and purchases of all departmental equipment.
• Oversees the installation and use of both wired and wireless clear-com systems.
• Collaborates with contributing departments to ensure department needs are met for all events.
• Builds, layers, and edits sound cues and music quickly in collaboration with the Director and other members of the Production Team. 
• Sources all music and sound effects for each production.
• In charge of all multi-track recording required for each production and event. 
• Responsible for tracking all audio budgets and ordering of supplies for each production. 
• In charge of the programming of digital audio consoles and Qlab programming for all events and productions.
• Collaborates with the Technical Director, Manager of Lighting/Video, and Manager of Stage Operations to solve problems that bridge departments, including hangchart development and cable paths on deck.
• Required attendance at all technical rehearsals and previews until released by Director of Production
• Assists the education department in the execution of sound designs and the hiring of sound board operators
• Helps to maintain relationships with universities and other Regional companies in order to develop the audio and video overhire pool.
• Performs all work with a direct reflection of the Mission, Vision, and Values of Zach Theatre.

EDUCATION, LICENSURE, CERTIFICATIONS AND EXPERIENCE:

• 3+ years of experience supervising a department of technicians and over-hire crews with preference in a regional or touring house under AEA contracts, and a Bachelors in Sound Engineering or comparable professional experience, or an equivalent combination of education and experience.
• Experience overseeing departmental budgets, forecasts, and other budgetary requirements, primarily in a producing theater or company.
• Experience with Crestron Control Systems and Yamaha consoles, namely CL5.
• Extensive experience in sound and audio programming and  practices with a deep understanding of technical networking components and their use in sound and design in a theatrical setting.

KNOWLEDGE, SKILLS AND ABILITIES:

• Working knowledge of MS Office and Google Suite.
• Understanding of Yamaha CL Series and Allen & Heath Avantis digital audio consoles, Shure wireless microphones, and Clear-com systems.
• Understanding of Christie and 3M video projection equipment, networking systems, and programming.
• Understanding of show control systems including MIDI and OSC.
• Ability to use a variety of sound and video performance software including QLAB and Pro Tools.  
• Understanding of Crestron operation and troubleshooting.
• Understanding of DANTE and other networking systems.
• Management of expenditures within set budgets and the forecasting of expenses in relation to scope of work and design. 
• Competency of theatrical rigging standards as it pertains to overhead rigging of audio and video equipment in counterweight, dead hang, temporary, and permanent installation environments.
• Extensive knowledge of musical theater as it pertains to sound design including live orchestras and bands and their instrumentation.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

This is an on-site, campus-based role with some flexibility for occasional hybrid work.  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 to perform these functions upon request.

• Ability to lift, push, pull or otherwise maneuver up to 60 lbs without assistance periodically.
• This position is frequently required to sit for long periods of time.
• The noise level in this work environment is typically moderate and can be high.
• Must be able to work in a shared office space and maintain focus in a noisy environment.
• Specific vision abilities required by this job include close vision and the ability to tell differences among colors. 
• Works nights, weekends and holidays as required. Schedule changes weekly.

ORGANIZATIONAL RELATIONSHIPS:

Reports to: Director of Production

Supervises (if any): Lead Audio Engineer and Temporary Audio/Video overhires

Supports: Production Team and Zach Staff

Peer collaboration/communicates with: All Departments

This position is a Full-Time, exempt hourly position not eligible for overtime.  This position is eligible to participate in Zach’s employee benefits programs including medical, dental, vision, retirement, and other ancillary coverage, in addition to robust paid-time off and other employee benefit offerings.

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. 

Apply Now