Associate Director of Visitor Experience

Job description

Department Summary
Royce Hall, a historic landmark completed in 1929, is a premier performing arts venue managed by UCLA Theater Management Services. Theater Management Services "TMS" manages events within the performing arts spaces of Royce Hall, to include the theatre, West Lobby, Ahmanson Terrace, Donor Lounge, and Rehearsal Room. TMS also provides production crew, front of house staff, and custodial labor to our on-campus partners as requested, including at The Nimoy.
Position Summary
Help create memorable experiences at UCLA’s iconic Royce Hall. UCLA Theater Management Services seeks an Associate Director of Visitor Experience to lead daily visitor services and front-of-house operations, creating a welcoming, safe, and inclusive environment for audiences, artists, and campus partners.
Reporting to the Director of Operations, this role directly supervises up to three Visitor Experience Leads and supports a team of more than 70 staff members. Responsibilities include recruitment, training, scheduling, coaching, and performance management, along with coordinating guest services, concessions, event security, VIP needs, and special event logistics. The Associate Director also serves as House Manager for select performances and complex events, working closely with production, ticketing, and campus partners to ensure smooth operations.
Bring your hospitality mindset, sound judgment, and collaborative leadership to a role that shapes the visitor experience and supports UCLA’s vibrant performing arts community.
Salary & Compensation
*UCLA provides a full pay range. Actual salary offers consider factors, including budget, prior experience, skills, knowledge, abilities, education, licensure and certifications, and other business considerations. Salary offers at the top of the range are not common. Visit UC Benefit package to discover benefits that start on day one, and UC Total Compensation Estimator to calculate the total compensation value with benefits.
Qualifications
• Demonstrated skill in house-managing a variety of public events, including large- & small-scale productions, receptions, etc (Required)
• Demonstrated ability to perform duties independently, in a self-directed, prioritized manner with appropriate follow-thru, to meet internal and external deadlines, while possessing the flexibility to meet changing needs and priorities as they occur (Required)
• Ability to initiate projects and direct workers through specific tasks & deadlines in an organized, professional manner, working cooperatively & effectively with in-house staff, campus colleagues, donors and artist representatives (Required)
• Physical ability to perform event duties that involve walking, stooping, bending, stretching, climbing, pulling, pushing and extended periods of standing. Must be able to lift a maximum of 50 lbs. (Required)
• Ability to be flexible, work occasional overtime and to work assignments depending on event needs, which may include consecutive days, extended shift times, location changes (inside/outside (in heat & cold)), work times (early morning / daytime / evenings. (Required)
• Excellent command of written and spoken English, with ability to convey information, verbally and in writing, in clear and accurate manner, using appropriate language, vocabulary, grammar and professionalism to explain procedures and resolve issues. (Required)
• Proficiency in using computers, accessories and mainstream or other software programs utilized by the department. (Required)
• Excellent interpersonal skills and poise in dealing with a diverse range of people including artists, students, guests, faculty, and others, with the ability to maintain equanimity in the face of resistance, indifference or hostility. (Required)
• Ability to work as a team player, collaborating respectfully with co-workers in a positive, collegial and constructive manner, interacting calmly, patiently & diplomatically with people from varied backgrounds, to build and maintain effective relationships. (Required)
• Demonstrated high-level of responsiveness and attentiveness, within a complex organization, in dealings with clients, artists, guests, and staff (Required)
• Demonstrated high-level of personal integrity, discretion, diplomacy, honesty, sense of humor and professional maturity with the ability to achieve results with others. (Required)
• Ability to consistently maintain high standards of personal hygiene & groomed appearance. (Required)

Education, Licenses, Certifications & Personal Affiliations
• Must possess, upon hire, and maintain a valid CA noncommercial Class C License in accordance with the California (CA) Department of Motor Vehicles. (Required)

Special Conditions for Employment
• Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.
• Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.
• Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.
• CANRA: The position is designated as a mandatory reporter under CANRA . The employee must sign the "Statement Acknowledging Requirement to Report Child Abuse".
• Clery Act: The position is a designated CSA (Campus Security Authority) under Clery Act requirements.

Schedule
8:00 am to 5:00pm
Union/Policy Covered
99-Policy Covered
Complete Position Description
https://universityofcalifornia.marketpayjobs.com/ShowJob.aspx?EntityID=38&JDName=Events%20Supervisor%201%20(40107960)
Help create memorable experiences at UCLA’s iconic Royce Hall. UCLA Theater Management Services seeks an Associate Director of Visitor Experience to lead daily visitor services and front-of-house operations, creating a welcoming, safe, and inclusive environment for audiences, artists, and campus partners.
Reporting to the Director of Operations, this role directly supervises up to three Visitor Experience Leads and supports a team of more than 70 staff members. Responsibilities include recruitment, training, scheduling, coaching, and performance management, along with coordinating guest services, concessions, event security, VIP needs, and special event logistics. The Associate Director also serves as House Manager for select performances and complex events, working closely with production, ticketing, and campus partners to ensure smooth operations.
Bring your hospitality mindset, sound judgment, and collaborative leadership to a role that shapes the visitor experience and supports UCLA’s vibrant performing arts community.