Zakiya Smith-Dore: Championing Exceptional Guest Experiences
In 2023, we welcomed more than 695,000 guests across 461 performances. With the opening of Judson’s Live, programming expanded significantly— resulting in a 53% increase in performances and a total of 709 shows in 2024. This growth has created even more opportunities for our Guest Services team to deliver meaningful, memorable experiences for every guest who walks through our doors.
Behind this incredible frontline team is our Director of Guest Services, Zakiya Smith-Dore, whose leadership ensures every guest interaction reflects the arts center’s values, mission and vision.
With more than 11 years of venue management experience, Zakiya oversees a department that may welcome anywhere from 100 to 10,000 guests on any given day. During show days, her team of nearly 400—made up of more than 300 volunteers and approximately 80 full-time and part-time staff—is responsible for every touchpoint of the guest experience, from scanning tickets and greeting showgoers to ushering participants in programs like STROKESTRA® and school field trips. But her work goes far beyond logistics. It’s about creating moments that feel personal, memorable and meaningful.
Creating Opportunities Through Arts For Every Life®
As part of our Arts For Every Life® vision, our Guest Services team plays a key role in creating an environment that is welcoming, accessible and inclusive for all.
“From the moment a person walks in until the moment they leave, we want our guests to feel cared for,” said Zakiya. “Our goal is always to exceed expectations—to make sure every guest feels that their experience matters.” Recently, our guest services team was recognized by the Stevie Awards for Sales & Customer Service as Customer Service Department of the Year for their innovative enhancements to ensure all guests feel welcome.
Key initiatives include:
• Launching Gala Pro Audio Description services
• Offering sensory bags for neurodivergent visitors
• Providing binoculars for guests with visual impairments
• Creating a Quiet Room supported by AdventHealth in Walt Disney Theater where guests can enjoy performances in a separate yet fully immersive environment
The arts center is also proud to be a Certified Autism Center, with 80% of public-facing team members trained to understand and accommodate guests with autism or sensory sensitivities.
These efforts significantly improved accessibility and inclusivity. A 2023 survey of 6,254 guests found 95% rated their experience as “favorable,” 94% were likely to recommend Dr. Phillips Center and 73% were repeat visitors—affirming our commitment to exceptional guest satisfaction.
“I love the people and the culture at the arts center. I love that we are constantly finding ways to live out our values,” Zakiya shared. “It’s rewarding to directly see the impact of your work every single day.”
Growing the Industry
Beyond the arts center, Zakiya is involved in advancing the event management profession. She contributes extensively to the International Association of Venue Managers (IAVM)—serving on committees, mentoring peers, guest lecturing, and connecting with emerging professionals.
In 2022, she dusted off her saxophone, after not playing for a decade—to help her leadership committee raise money for the IAVM Foundation. The foundation supports emerging leaders from underrepresented communities by providing scholarships to industry schools and events.
“Every time I pick up my sax now, it’s not just about the music,” she said. “It’s about giving back.”
Building Future Leaders
Zakiya is deeply passionate about developing her team and creating pathways for growth within the organization.
“As the arts center continues to grow, for me it’s about finding opportunities for my team to grow alongside it,” she said. “I really enjoy training our team and knowing I am helping someone build toward their future endeavors.”
From professional development opportunities to mentoring, Zakiya is committed to building leaders—because empowering her team ultimately elevates the guest experience.
“I believe leadership is about fostering an environment where others feel empowered to grow, contribute and make an impact. It’s about creating spaces where people feel heard, valued and inspired,” she shared.
In every performance, every program and every interaction, Zakiya’s influence is felt. By empowering her team and elevating the guest experience, she ensures the arts center remains a place where everyone feels welcomed. Her passion sets the standard and continues to make a lasting difference in the lives of all who visit.