Colleague Spotlight: Jock Williams

Dr. Phillips Center is home to nine venues and four theater spaces, welcoming more than 910,000 guests this year. Keeping a 698,312-square-foot building running at its best takes a dedicated team across housekeeping, security, guest services and maintenance, all working together to create a seamless experience for every guest. 

At the center of that effort is Senior Director of Operations, Jock Williams. 

Elevating the Guest Experience

With more than 30 years of experience in operations, Jock joined Dr. Phillips Center in 2021 to help prepare for the opening of Steinmetz Hall. Today, he oversees the teams responsible for keeping the arts center clean, safe and ready for every event and performance.

“Whether you’re stepping into this building for the first time or have been coming here for over 10 years, our team makes sure all guests have an extraordinary experience.”

Jock and his team's commitment is reflected in the details guests may not always notice, but that makes a big difference in their experience. Dr. Phillips Center is rated 95% excellent for cleanliness and has been named Orlando’s No. 1 Best Restroom for three consecutive years—recognitions that reflect the care and attention the operations team brings to the building every day.

Tuck & Roll

For Jock, every day looks different.

“Whenever things shift, that’s where I need to go,” he said. “We are heavily focused on our guests and the guest experience. We always ask ourselves, ‘How can this help improve our guests’ visit?’"

That focus has helped drive meaningful improvements in accessibility and inclusivity. Most recently, the arts center renewed its Certified Autism Center™ certification, with 80% of public-facing team members trained to better understand and accommodate guests with autism or sensory sensitivities.

The commitment to creating a welcoming experience for every guest is reflected in a 2025 survey of 12,250 guests, in which 94% rated their experience as favorable, 93% said they were likely to recommend Dr. Phillips Center and 78% were repeat visitors.

Flexibility is something Jock has learned to embrace throughout his career. His job is often about finding a solution and helping his team move forward.

“You meet every situation with a smile and figure out the best path forward. It’s good to have a plan but you need to be able to tuck and roll and do it with a smile.”

That approach has helped shape how Jock leads. He sees his role as making sure his team has the tools, resources and support to do their jobs well.

Industry Leaders

Jock admires the arts center’s willingness to try new technologies. One example is the center’s use of Evolv screening technology, which was among the first of its kind in Central Florida.

The technology has since attracted other organizations interested in learning how it works and exploring how they might implement it themselves. For Jock, that willingness to innovate is part of what makes the organization a leader in the industry. 
 
But perhaps the biggest part of his job is recognizing that none of it happens alone.

“Overall, this is not a role I could do by myself,” Jock said. “I have three directors and two senior managers that I work with and, without them, it would be impossible to do my job. And under them, there are countless people that make this place go around.” 

Jock may help lead the team, but he knows it takes everyone working together to keep Dr. Phillips Center moving — and to ensure that every guest who walks through the doors has a memorable experience.