Coordinator, Guest Services

Position Summary The Coordinator, Guest Services is responsible for assisting with the administration and organization of front of house operations in our continuing effort to deliver exceptional customer service to all guests, vendors, colleagues and volunteers. This role will have a heavy emphasis on administrative support. The Coordinator will also support, the Dr. Phillips Center Volunteer Program.  Responsibilities Remain knowledgeable of all arts center activities; make operational adjustments to meet the needs of performances, events, and guests. Able to quickly diagnose and communicate concerns on the fly based on last minute changes (i.e. internal needs and external events). Serve as initial contact for guest issues, complaints, inquiries, feedback, and solutions via face-to-face interactions, phone, and email communication. Respond to guest concerns in a professional, proactive, and timely manner; track all service recoveries in Tessitura; and escalate concerns as needed. Provide weekly/monthly reporting to management. Answer phones with a prompt and courteous attitude. Direct callers to appropriate staff/departments when needed. Listen and understand the guest’s inquiries, demonstrating the ability to personalize the customer’s experience. Actively assist in identifying and resolving customer service issues. Update and maintain accurate information in department specific database systems (i.e. Tessitura, ArtsVision, Dayforce and Volgistics). Respond to, manage, and track communications with colleagues and guests. Schedule show and event shifts for Guest Services volunteers. Maintain the volunteer database; import/export volunteer information; actively engage team via bi-weekly newsletters; and track service hours, service milestones, and incentives. Assist in coordinating Volunteer Appreciation activities. Attend all required logistics and arts center meetings and events. Assist in preparing relevant documents and reports for presentation. Complete required reports and administrative processes. 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.   Knowledge and Experience Bachelor’s Degree preferred. At least 2 years of experience with increasing responsibility in entertainment or hospitality industry in a guest facing role. Efficient and effective verbal and written communication skills. Must be comfortable speaking with large groups and facilitating large group training/meetings. Familiarity with computerized ticketing systems, venue calendars, and staff scheduling/time clock systems. Knowledge of current rules governed by the Americans with Disabilities Act as they pertain to access, seating, and service in public venues. Able to comprehend complex situations and identify successful resolutions. Able to adapt to change, work effectively under pressure, and produce results in a fast-paced environment. Detailed-oriented with an ability to prioritize tasks to meet competing needs and deadlines. Advanced knowledge of Microsoft Office Suite (Word, Excel, Powerpoint, Outlook). Able to complete moderately complex mathematic functions. Able to read and follow financial procedures and ability to comprehend financial documents (budgets, payroll, merchandise sales reports, etc.). Previous cash/credit handling experience preferred. Strong ability to adapt to change, work under pressure, and produce accurate results in a fast- paced environment   Special Conditions of employment This position requires the ability to work a variable schedule, evenings, weekends, and holidays to meet operational needs.