Guest Services Associate Part-time

Reports to: Guest Services Manager

Compensation: $15.65 per hour

Benefits: Non-Benefits Eligible

THE POSITION

The Guest Services Specialist is responsible for promoting a positive guest experience while applying the theater’s policies and procedures. The role supports the daily operations of the Guthrie’s public spaces. The Guest Services Specialist will maintain a thorough working knowledge of the facility, the plays, special events, and ancillary programming to provide excellent guest service. This person plays a key role in welcoming all guests and maintaining guest materials. All employees are expected to center, model, and champion the Guthrie’s core values of Artistic Excellence; Community; Diversity, Equity, Inclusion, and Accessibility; and Fiscal Responsibility.

This position is part-time (up to 25 hours per week) and non-exempt. Compensation for this position is $15.65 per hour. This position’s hours are reflective of the dynamic schedule of the theater. A minimum of 3 shifts per week are required, including one evening and one weekend shift (Sunday and evening availability is strongly preferred); all shifts available include day and evening hours.

The Guthrie is dedicated to building an equitable environment that is mixed across lines of difference and strongly encourages applications from Black, Indigenous, People of Color, women, transgender and non-binary candidates. This position will remain open until filled and until a diverse and qualified pool of candidates is identified. Applicants from populations underrepresented in the theater field are strongly encouraged to apply.

PRIMARY DUTIES AND RESPONSIBILITIES

1. Guest Engagement

• Make a great first impression by welcoming and engaging all guests to the Guthrie in a friendly and helpful manner as they enter the building.
• Provide exceptional guest service while interacting directly with the public.
• Answer general questions about the Guthrie, its policies and procedures, and the neighborhood and community.
• Assist guests with wayfinding around the Guthrie.
• Monitor conduct of guests in all public spaces
• Display a professional demeanor and resolve guest issues professionally.
• Respond to guest concerns or complaints.
• Follow reporting process for any problematic incidents that occur.
• Assist with special events that take place at the Guthrie throughout the year.

2. Operational Support

• Conduct regular walk-throughs of all public spaces.
• Ensure restrooms and lobbies are clean and well-stocked and reset lobby furniture as needed.
• Liaise with house management staff to ensure smooth operations and positive guest and audiences services experiences.
• Complete other duties as assigned.
• Foster a work environment incorporating the Guthrie values of Artistic Excellence; Community; Equity, Diversity, Inclusion and Accessibility; and Fiscal Responsibility.

ESSENTIAL KNOWLEDGE AND QUALIFICATIONS

• Prior experience providing guest or customer service in a dynamic environment.
• Can present a polite and professional demeanor when interacting with guests and colleagues at all times.
• Can effectively communicate in English, both orally and in written form.
• Proficient in Microsoft Office Suite (Word, Outlook).
• Can manage multiple priorities and maintain composure during stressful situations.
• Can concentrate effectively in a busy environment.
• Can initiate and follow emergency procedures if needed.
• CPR training a plus but not required.
• Must be willing and able to work flexible hours/days, including evenings and weekends, reflective of the dynamic schedule of the theater. A minimum of three shifts per week are required, including one evening and one weekend shift; shifts available include day and evening hours.
• Experience with and commitment to working with individuals and teams that exemplify diversity of identity, experience, and perspective, including but not limited to race, color, gender, gender identity, gender expression, age, family and/or marital status, creed, religion, ancestry, disability, national origin, sexual orientation or sexual identity, veteran status, genetic information, pregnancy, body size/type, status with regard to public assistance or any other basis protected by federal, state or local law.