Associate Director of Visitor Experience

EVENTS SUPV 1 (006294)

UCPath Position ID: 40107960

Position Description History/Status

For Reference ONLY - PeopleAdmin JA Number:

1120712

Approved Date:

10/22/2026 2:08:16 PM

Date Last Edited:

10/22/2026 2:08:14 PM

Last Action Effective Date:

10/29/2023

Organization Details

Business Unit (Location):

LACMP

Organization Code:

1210O

Organization:

SCHOOL OF ARTS AND ARCHITECTURE        

Division Code:

1211D

Division:

PUBLIC ARTS UNIT                       

Department:

048000 - THEATER MANAGEMENT SERVICES

Position Details

UCPath Position Number:

40107960

Position Description ID

166357

UC Payroll Title:

EVENTS SUPV 1 (006294)

Personnel Program

Professional and Support Staff (PSS)

Salary Grade:

Grade 20

Job Code FLSA:

Non-Exempt

Union Code (Collective Bargaining Unit):

99: Non-Represented (PPSM)

Employee Relations Code:

C: Supervisor - Not Confidential

Employee Class (Appt Type):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

40045885

Reports to Payroll Title:

PERFORMING ARTS MGR 1

UCPath Department Head Position Number:

40187786

Department Head Payroll Title:

ADMIN MGR 2

GENERAL DIRECTION - Indicates that the incumbent receives guidance in terms of broad goals and overall objectives and is responsible for establishing the methods to attain them. Generally the incumbent is in charge of an area of work, and typically formulates policy for this area but does not necessarily have final authority for approving policy.

Events Spec 2

006291

Events Crd 2

006305

POSITION SUMMARY

The Associate Director of Visitor Experience supports the Director of Operations in delivering an exceptional visitor experience while overseeing the day-to day operations of the Visitor Experience team. This role fosters a welcoming, safe, inclusive, and hospitality-driven environment across our performing arts spaces and promotes a visitor-centered culture. The Associate Director directly supervises up to three (3) Visitor Experience Leads and supports a team of more than 70 staff members. Responsibilities include hiring, onboarding, training, scheduling, coaching, performance management, and addressing employee relations matters. Additional responsibilities include serving as a point of contact for special events, security, VIP client and guest services, concessions, and assisting with parking as needed.

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.

VISITOR EXPERIENCE

A-1 Field & resolve guest complaints that may arise from events. (E) A-2 Coordinate with campus police, non-sworn security staff, private security, campus fire marshal, and UCLA Events Office as needed for front-of-house operations, event security needs, and VIP services. (E) A-3 In coordination with TMS Rentals team, coordinate parking for guests, clients, and VIP requests with UCLA Parking Services. (E) A-4 Manage theatre’s in-house concessions operation, including staffing, inventory, training, and reconciliation in accordance with UCLA policy. Serve as liaison to theatre's bar operator(s) as needed, providing ongoing information on schedule and event needs. (E) A-5 Coordinate the on-site sale of Artist merchandise prior to event. Confirm artists' needs including setup, UCLA sellers, schedule, revenue share and night of show settlement procedures. (E) A-6 Coordinate logistics for pre/post performance events such as meet and greets in coordination with Ancillary Space Manager. (E) A-7 Oversee the theatre's lost & found, including our interface with UCLA Police Department. (E) A-8 Handle seating issues, such as camera locations, seat kills or sightline obstructions in the theater, communicating between production staff and UCLA Central Ticket Office. (E) A-9 Interface with UCLA Performing Arts' Artists Liaison to achieve maximum satisfaction of high-profile artists and their professional management team. (E) A-10 Attend and address front-of-house scheduling & issues at weekly company meetings. (E) A-11 Attend site-visit & plan meetings for rental, campus and UCLA Performing Arts events as needed to address extraordinary front of house and security needs. (E) A-12 Manage front of house staffing including maintaining appropriate number of ushers, assistant house managers, and house managers. Provide training on emergency procedures, guest management, and credentialing. (E) A-13 Manage online documentation for front of house such as event house reports, incident reports, and vendor information. (E) A-14 Assist in billing-system wrap-up of events, including preparation in a timely manner of front of house payroll & event documents. (E) A-15 Keep supervisor apprised of all work schedule changes that might arise due to the need of particular activities, discussing and securing approval for any overtime hours.(E)

50%

HOUSE MANAGEMENT

B-1 Serve as additional House Manager for UCLA Performing Arts shows and other complex or high-profile events in Royce Hall and at other on-campus events as needed. Prepare house & lobbies prior to opening, position and direct assistant house managers & ushers throughout the venue. Direct, as needed, personnel from on- & off-campus service providers. (E) B-2  Coordinate with night-of-show custodial staff as needed to assure that all patron areas are clean & presentable during events. (E) B-3  Work as liaison to Central Ticket Office (CTO) to set policies and procedures for night-of-show Box Office operation. Deal with seating and ticketing issues that arise in the house. (E) B-4 As needed, contact and brief night parking-supervisors on event details. (E) B-6 Coordinate with the Stage Manager on opening the house and starting the performance, coordinate the seating of late-arriving patrons, oversee staffing for any reception or pre/post-show activity. See that house & lobbies are restored and doors locked at the end of the evening. (E) B-7 Monitor the event workflow and, using sound judgment, problem-solve when possible & necessary. Keep current with all communications to all, including guests, clients, technicians, service-providers & TMS Staff and respond to inquiries as quickly as possible. (E) B-8 Create & submit work records and written house-reports at the close of each event day (detailing its activities, problems that arose and how they were resolved, notes for future reference, vendor & building notes) ensuring that correct procedures are followed on them and other relevant administrative documents. (E) B-9  Monitor the condition of venue & equipment. Report observations of needed repair and recommend improvements & maintenance to supervisor and Venue-Manager. (E)

15%

HOUSE STAFF ADMINISTRATION

C-1 Supervise a house-staff of 3 career and approximately 70 casual employees. On a monthly basis, schedule the house-managers and house-staff for all Royce Hall activity as well as Theater Management Services (TMS) house-staff requests across campus. Recruit, hire, train, and terminate house-staff members as necessary to meet staffing needs. (E) C-2 Maintain basic working knowledge of University Personnel Policies, their local and departmental extensions, as well as any relevant union contracts. As needed, advise other managers & staff as to their provisions. (E) C-3 Maintain an appropriate roster of qualified and available casual & limited-appointment house-staff members to serve the anticipated needs of upcoming events. Includes the necessary communication & data entry connected to that. (E) C-4  Monitor hours for both career and limited (casual) staff to meet scheduling obligations and minimize overtime and excessive hours. Schedule and monitor all non-billable house staff time, keeping within established budget. (E) C-5 Review, implement and revise house policies and procedures as needed. (E)  C-6 Due to retirement, sickness, injury, leave or other unforeseen dynamics, occasional vacancies can develop in the department's staff structure. If called upon, be prepared to temporarily cover different duties. (E)  C-7 Demonstrate continuous care for University venues, equipment and other assets, while following all established University workplace policies, guidelines, rules and regulations.  (E)  C-8  Demonstrate continuous efforts to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service, keeping safety in mind at all times. (E)

35%

•

Performs other duties as assigned.

•

Complies with all policies and standards.

•

Complies with the University of California, Los Angeles (UCLA) Principles of Community.

•

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

QUALIFICATIONS

Driver License

•

Must possess, upon hire, and maintain a valid CA noncommercial Class C License in accordance with the California (CA) Department of Motor Vehicles.

Required

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

SPECIAL REQUIREMENTS AND/OR CONDITIONS OF 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.

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Non-Clinical Setting

Location Setting:

Campus

Location:

Royce Hall

Standing/Walking

X

X

Sitting

X

X

Bending/Stooping

X

X

Squatting/Kneeling

X

X

Climbing

X

Lifting/Carrying/Push/Pull 0-25 lbs

X

X

Lifting/Carrying/Push/Pull 26-50 lbs

X

X

Lifting/Carrying/Push/Pull over 50 lbs

X

Physical requirements other

X

Chemicals, dust, gases, or fumes

X

Loud noise levels

X

X

Marked changes in humidity or temperature

X

X

Microwave/Radiation

X

Operating motor vehicles and/or equipment

X

X

Exposures other

X

Sustained attention and concentration

X

X

Complex problem solving/reasoning

X

X

Ability to organize & prioritize

X

X

Communication skills

X

X

Numerical skills

X

X

Mental demands other

X

X

Classification 3:  Position in which exposure to blood, body fluids or tissues is not part of the position description. The normal routine task involves no exposure to blood, body fluids or tissues and the employee can decline to perform tasks which involve a perceived risk without retribution.