The Visitor Experience Internship is centered on developing an understanding of programs and services that the San Francisco Symphony provides to guests or “patrons” in order to create a memorable patron experience during their time at Davies Symphony Hall. The visitor experience drives new and repeat business in the form of ticket sales, as well as cultivates lasting relationships with Bay Area residents, local community groups, tourists, and orchestral music fans from around the world to drive revenue. Facets of Visitor Experience include, but are not limited to:
Concessions provider: Global Gourmet catering Special Projects, Audience Development initiatives Hospitality/Ushering Lobby activations Retail Operation, Symphony Store & Repeat Performance Relationship management with SF War Memorial, city of SF public building staff
The Visitor Experience Intern selected for this position will be a part of the SFS Marketing Department, reporting to the Associate Director of Front of House Services. As such, the position will have direct connections to many spokes of the Symphony administration that work together to promote positive patron experiences at more than 200 performances per season. He/she works in close collaboration with these internal partners: Marketing Campaigns Manager, Symphony Store Manager/Assistant Manager, House Manager, staff ushers, Public Relations Team, Operations Team, Patron Services team, and Volunteer Council/Special Events team. Additional external partners, such as the Davies Symphony Hall concessionaire Global Gourmet and the San Francisco War Memorial public building management staff, are integral entities that have a profound impact on visitor experience.
This internship will rotate focus throughout to fully engage with each of these areas of Visitor Experience to provide a well-rounded awareness of the efforts necessary to provide a memorable guest experience. At any time, the Front of House team may be launching a strategic initiative related to one or another of the facets outlined above. The Visitor Experience intern understands that a majority of the time with the San Francisco Symphony would focus on furthering that single project, but there will still be great exposure to all public facing guest programming that encompass Visitor Experience. At the start of the internship, a strategic plan would be put in place to demonstrate timeline and deliverables for the focused project.
FOCUSED INITIATIVE: LOBBY AMBASSADOR PROGRAM
Create template for San Francisco Symphony to implement a “Lobby Ambassadors” program which would supplement the stationary touch points for guest experience: Patron Services staff (Box Office) and Ushers (door greeters and ticket takers).
A mobile visitor experience force, able to meander throughout the public spaces and mingle with patrons, would increase dynamic engagement with the SFS brand. These brand evangelizers would represent SFS and directly connect with patrons in the lobbies during events.
Understand changing expectations for Visitor Experience throughout the industry Research comparable front of house and visitor experience programs at similar organizations. Speak to financial benefit of a volunteer corps that augments the current staffing plan Create further opportunity for community members to engage with SFS Identify groups to invite to participate in the launch of this program Develop scheduling process and group management tools Emphasize benefits of participating in the Lobby Ambassador program with marketing collateral
Visit neighboring SF organizations and report back on their visitor experience Specify mission and values of this program. Articulate vision for implementation Map preparation timeline, roll out, and expansion of the program Test group at specific concerts in November and December 2018
Strategic review of operation and revise as necessary with extended implementation in 2019
GENERAL RESPONSIBILITIES (examples)
Concessionaire and War Memorial relationship management
Utilize SFS software and resources to ensure capacity counts are up to date and shared with concessionaire. Inform partner of types of patrons and ensure appropriate food and beverage is being planned, including physical offerings and points of sale. Collaborate with vendor to develop special menus and drinks as appropriate which can be themed to enhance visitor experience at specific events. Attend strategic meetings with concessionaire and War Memorial staff.
Monitor concept, vision, timeline, budget and strategy as project begins. Track progress on project requirements. Perform any design or testing functions as required. Support project manager and executive sponsor with release or implementation of project, who may be on a different team than Marketing.
Collaborate with House Manager on continuing education classes or social events planned for Staff Ushers. Track participation and customer service development. Attend preconcert meetings with staff ushers and volunteers, observing information sharing and how it directly translates to visitor experience regarding patron participation in preconcert gatherings, lectures, talks, giveaways, musical program changes, and other services related to the performance. Report on engagement and make recommendations to be agile and make improvements to patron services. Work with Volunteer Council on volunteer recruitment, training and retention efforts for volunteer ushers.
Communicate with Operations team to ensure lobby set ups are correct, scheduled on an appropriate day for the crew, and create maps as necessary. Manage any cost for crew time. Assist in signage creation, production, and installation. Meet with vendors and supervise load in, set up, or interaction with patrons during event. Represent the San Francisco Symphony at internal special events, reporting on patron engagement and patron feedback.
Review upcoming concerts and participate in planning in store promotions. Participate in receiving product, inventory, pricing, display design, visual merchandising, and storage. Engage in social media strategy, content development, and posting schedule.
Work cohesively with other departments to ensure deliverables are completed in a timely manner Participate in administrative tasks associated with visitor experience planning Attend San Francisco Symphony concerts, company events, and staff meetings as necessary Other duties as assigned
In the cover letter submission, share an excellent visitor experience at a comparable museum, venue or entertainment organization. Briefly and succinctly describe the exceptional service. This should be a personal account, occurring in the last year. It should be no more than two paragraphs. Further, if extended an interview, the applicant is encouraged to come to the meeting with ideas and suggestions for the San Francisco Symphony to elevate the visitor experience at Davies Symphony Hall.
Two+ years’ experience in events and visitor experience at a comparable museum, venue or entertainment organization with references provided Ability to work within set organizational structures while also thinking creatively about fresh approaches to visitor experience and outreach Excellent communication and presentation skills; strong verbal, written, and listening ability Strong organization skills and excellent attention to detail Ability to work in-office or off-site as necessary and after-hours at performances as required Knowledge of music is a plus Approach issues as a solution-oriented, creative, and strategic thinker
To apply, please visit our website at www.sfsymphony.org . Under the About Us tab, go to the Careers and Auditions page and click on “View jobs at the SF Symphony.” Search for this job and click on “Apply for this Position” to submit your resume, cover letter, and application.
The San Francisco Symphony, under Music Director Michael Tilson Thomas, is one of the country’s leading orchestras. Some 220 concerts each year reach an audience of more than 600,000, while national and international broadcasts, heard on more than 215 radio stations, reach millions more. The Symphony has its own recording label, SFS Media, and its recordings have won some of the world’s highest honors. Its multimedia initiative, Keeping Score, has reached over six million people with television and radio broadcasts, DVDs, and an interactive website. The Orchestra tours extensively throughout Europe, Asia, and the United States, and its outstanding artistic reputation enables it to attract the world’s finest guest artists and conductors to Davies Symphony Hall. More than 70,000 young people are served each year by the Symphony’s numerous education programs, including its internationally renowned Youth Orchestra and Adventures in Music (AIM), which reaches every 1st through 5th grader in San Francisco’s public schools. The organization is led by President Sakurako Fisher and Executive Director Mark C. Hanson.
The San Francisco Symphony’s mission is to set the highest possible standard for excellence in musical performance at home and around the world; enrich, serve, and shape cultural life throughout the spectrum of Bay Area communities; and maintain financial stability and gain public recognition as a means of ensuring its ability to fulfill its mission.
The San Francisco Symphony is an Equal Opportunity Employer.