What are the responsibilities and job description for the Guest Services Representative position at Dr. Phillips Center for the Performing Arts?
POSITION SUMMARY
The Guest Services Representative is responsible for welcoming guests to the arts center and providing information and services to ensure an exceptional customer experience.
ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES
Dr. Phillips Center participates in an employment electronic eligibility verification program through E-Verify.
The Guest Services Representative is responsible for welcoming guests to the arts center and providing information and services to ensure an exceptional customer experience.
ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES
- Provide exemplary guest service while performing the following activities: greeting guests, seating guests, scanning tickets, distributing playbills, assisting guests with special access, and directing guests to bars, theater doors, restrooms or other areas. Demonstrate a thorough knowledge of building information to include: location of concessions, merchandise sales, restrooms, concierge desk, elevators, stairs, emergency exits, first aid station and local area knowledge such as: valet, parking, local restaurants and hotels.
- Maintain a positive attitude and welcoming demeanor. Respond to guest concerns/situations in a professional, quick, thorough, and respectful manner.
- Attend all pre-show/event meetings to gain critical information related to show/event details. Complete certain tasks in compliance with standards established by Dr. Phillips Center including dealing with: specific show information; coordinating intermission activity; eliminating distractions; and comprehending any special updates.
- Assist with training Volunteers on operational responsibilities.
- Work quickly as a team to help maintain the cleanliness of the theater and lobby areas before and after every event or performance, as well as set up certain elements, which requires lifting and carrying.
- Monitor guests and surrounding areas for potential safety concerns or hazards and adheres to all Dr. Phillips Center safety procedures. Assist as assigned during an emergency and/or evacuation following established Safety Procedures.
- Interact with guests with disabilities in a respectful and appropriate manner; fulfilling guest needs as outlined in the company provided ADA training.
- Complete all required training and remain knowledgeable on all protocols related to Life Safety, Crowd Management, Evacuation, ADA and Customer Service.
- Remain knowledgeable of ancillary programs and services provided by the arts center. Stay current with arts center news and information.
- Assist in the servicing and operation of show merchandise sales. Process sales, handle cash, check, and credit card transactions successfully and quickly.
- Follow and support all operational policies and procedures. Assimilate into the arts center culture through understanding, supporting and demonstrating the core values.
- Maintain a professional and friendly relationship with other departments, colleagues, and partners.
- Able to remain calm under pressure. Ability to work effectively with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy. Maintain Dr. Phillips Center standards of customer service at all times.
- Able to effectively communicate in English in both written and oral forms.
- High school diploma or equivalent preferred
- One-year experience providing high-touch customer service, preferably in a performing arts or hospitality setting.
- Experience with merchandise sales. Knowledge of proper cash/credit card transaction processing. Ability to perform moderately complex math functions (add, subtract, multiply & divide). Must be able to accurately complete requires sales and cash handling reports as instructed.
- Ability to maintain high standards in customer service when/while interacting with a diverse customer base.
- Strong ability to adapt to change, work effectively under pressure, and produce accurate results in a fast-paced environment.
- Effective communication skills. Able to quickly assess and resolve guest concerns.
- Ability to work well in a team environment.
- Familiarity with theater seating and terminology.
- Must be available for three shifts per week with at least one of those shifts being a weekend day.
- This position requires the ability to work a variable schedule, evenings, weekends, and holidays to meet operational needs.
- This role has specific physical requirements such as: sitting and/or standing while being alert and attentive for extended periods of time; ability to move easily up and down stairs; ability to work in low light conditions (i.e. inside theaters), able to lift up to 10 lbs., and occasionally working outdoors.
Dr. Phillips Center participates in an employment electronic eligibility verification program through E-Verify.
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