What are the responsibilities and job description for the Lead, Guest Services position at Dr. Phillips Center for the Performing Arts?
POSITION SUMMARY
The Guest Services Lead is the primary representative of the Dr. Phillips Center to the guest and sets the standard for exceptional customer service. The Guest Services Lead helps coordinate Guest Service Representatives and Volunteers during performances and events to ensure the smooth and efficient operation of the arts center.
ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES
Dr. Phillips Center participates in an employment electronic eligibility verification program through E-Verify.
The Guest Services Lead is the primary representative of the Dr. Phillips Center to the guest and sets the standard for exceptional customer service. The Guest Services Lead helps coordinate Guest Service Representatives and Volunteers during performances and events to ensure the smooth and efficient operation of the arts center.
ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES
- Attend all pre-show/event meetings to gain critical information regarding show/event details. Answer questions and provide clarification on the shift details to Guest Services Representatives (GSR) and Volunteers. Maintain exceptional customer service standards. Lead by example and ensure consistency of service provided by GSR’s and Volunteers.
- Greet and engage with guests; provide directional assistance and general building information. Respond to guest inquiries in a timely, professional, and respectful manner. Remain knowledgeable of ancillary programs and services provided by the arts center. Stay current with arts center news and information.
- Act as the ‘first stop’ in elevated guest situations. Works to resolve guest concerns or escalate to management.
- Maintain awareness of guest activity, especially during entrance and egress, to prevent potential behavior or traffic patterns resulting in safety issues. Monitor guests and surrounding areas for potential safety concerns or hazards and adhere to established safety procedures. Assist as assigned during an emergency and/or evacuation following established safety procedures.
- Assist with training Volunteers and Guest Service Representatives on operational responsibilities.
- Monitor Volunteers and Guest Service Representatives in assigned area. Communicate any issues with Guest Services Leadership.
- 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.
- Interact with guests in a respectful and appropriate manner, utilizing the ADA training provided by the arts center.
- Complete all required training and remain knowledgeable on all protocols related to Life Safety, Crowd Management, Evacuation, ADA and Customer Service.
- Document all guest and colleague incidents and complete shift checklists in their entirety. Share and report information that may improve operational functions to management.
- Must be able to perform all Guest Services Representative duties to ensure the smooth and efficient operation of the arts center.
- 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.
- Other duties as assigned.
- At least 2 years of experience with high-touch customer service, preferably in a performing arts related setting.
- Familiarity with theater seating, box office operations, and terminology preferred.
- Knowledgeable of cash handling procedures.
- 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; able to lift up to 30 lbs., and occasionallyworking outdoors.
Dr. Phillips Center participates in an employment electronic eligibility verification program through E-Verify.
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