Guthrie Theater
Lead Guest Services Assoc
Guthrie Theater, Saint Paul, Minnesota, United States,
DescriptionReports to:
Guest Services ManagerCompensation:
$17.35 per hourBenefits:
Non-Benefits EligibleTHE POSITIONThe Lead Guest Services Associate 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 including welcoming all guests and maintaining guest materials. The Lead Guest Services Associate will maintain a thorough working knowledge of the facility, the plays, special events, and ancillary programming to provide excellent guest service. This position requires a minimum of 3 shifts per week, including one evening and one weekend shift; shifts available include day and evening hours.PRIMARY DUTIES AND RESPONSIBILITIES1. Guest EngagementMake 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 SupportConduct 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 audience service experiences.Provide back-up to Stage Door as necessary by answering phones, taking and distributing messages, assisting all callers promptly, efficiently and politely, and greeting and assisting arriving guest artists.Provide guidance to Guest Services staff by briefing staff/volunteers regarding their roles within a given shift while serving as the point person for questions and ensuring all established procedures are followed.Address patron issues: work with other staff (Public Safety, Box Office, etc.) for resolution as needed.Understand and follow all safety protocols, implement theater’s emergency plan if required and respond effectively to emergency situations.Foster a work environment incorporating the Guthrie values of Artistic Excellence; Community; Diversity, Equity, Inclusion and Accessibility; and Fiscal Responsibility.WHY SHOULD I APPLY?Be a part of a leading non-profit organization that is committed to serving not only the local Twin Cities community but the industry as a whole. In addition to a competitive salary, the Guthrie offers top-notch employee benefits and staff perks.Sick Time:
One hour of sick time for every 30 hours worked (in concurrence with the Minneapolis and State of Minnesota Sick and Safe Time requirements).Transportation:
Subsidized passes for Metro Transit buses and trains, Discounted pre-tax monthly ramp parking, Discounted bike locker rental.Complimentary Tickets:
To Guthrie productions.Discounted Tickets:
To all shows produced by the Guthrie and to some performances hosted by the Guthrie.Classes and Camps:
Discounts to Guthrie classes and camps.Other Employee Perks:
Wellness Program, Guthrie Store discount, Affinity Groups.ABOUT THE GUTHRIEThe Guthrie Theater engages exceptional theater artists in the exploration of both classic and contemporary plays connecting the community we serve to one another and to the world. Through its extraordinary artists, staff and facility, the Guthrie is committed to the people of Minnesota, and from its place, rooted deeply in the Twin Cities, influences the field as a leading 21st century arts organization.LAND ACKNOWLEDGMENTThe Guthrie Theater would like to acknowledge that we gather on the traditional land of the Dakota People and honor with gratitude the land itself and the people who have stewarded it throughout the generations, including the Ojibwe and other Indigenous nations.ESSENTIAL KNOWLEDGE AND QUALIFICATIONSPrior experience providing guest or customer service in a dynamic environment.Can consistently present a polite and professional demeanor when interacting with guests.Can effectively communicate in English, both orally and in written form.Prior experience with a retail management (POS) system preferred but not required.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 to work flexible hours/days, including evenings and weekends, reflective of the dynamic schedule of the theater.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.Applicants must submit a resume to be considered for the position.
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Guest Services ManagerCompensation:
$17.35 per hourBenefits:
Non-Benefits EligibleTHE POSITIONThe Lead Guest Services Associate 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 including welcoming all guests and maintaining guest materials. The Lead Guest Services Associate will maintain a thorough working knowledge of the facility, the plays, special events, and ancillary programming to provide excellent guest service. This position requires a minimum of 3 shifts per week, including one evening and one weekend shift; shifts available include day and evening hours.PRIMARY DUTIES AND RESPONSIBILITIES1. Guest EngagementMake 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 SupportConduct 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 audience service experiences.Provide back-up to Stage Door as necessary by answering phones, taking and distributing messages, assisting all callers promptly, efficiently and politely, and greeting and assisting arriving guest artists.Provide guidance to Guest Services staff by briefing staff/volunteers regarding their roles within a given shift while serving as the point person for questions and ensuring all established procedures are followed.Address patron issues: work with other staff (Public Safety, Box Office, etc.) for resolution as needed.Understand and follow all safety protocols, implement theater’s emergency plan if required and respond effectively to emergency situations.Foster a work environment incorporating the Guthrie values of Artistic Excellence; Community; Diversity, Equity, Inclusion and Accessibility; and Fiscal Responsibility.WHY SHOULD I APPLY?Be a part of a leading non-profit organization that is committed to serving not only the local Twin Cities community but the industry as a whole. In addition to a competitive salary, the Guthrie offers top-notch employee benefits and staff perks.Sick Time:
One hour of sick time for every 30 hours worked (in concurrence with the Minneapolis and State of Minnesota Sick and Safe Time requirements).Transportation:
Subsidized passes for Metro Transit buses and trains, Discounted pre-tax monthly ramp parking, Discounted bike locker rental.Complimentary Tickets:
To Guthrie productions.Discounted Tickets:
To all shows produced by the Guthrie and to some performances hosted by the Guthrie.Classes and Camps:
Discounts to Guthrie classes and camps.Other Employee Perks:
Wellness Program, Guthrie Store discount, Affinity Groups.ABOUT THE GUTHRIEThe Guthrie Theater engages exceptional theater artists in the exploration of both classic and contemporary plays connecting the community we serve to one another and to the world. Through its extraordinary artists, staff and facility, the Guthrie is committed to the people of Minnesota, and from its place, rooted deeply in the Twin Cities, influences the field as a leading 21st century arts organization.LAND ACKNOWLEDGMENTThe Guthrie Theater would like to acknowledge that we gather on the traditional land of the Dakota People and honor with gratitude the land itself and the people who have stewarded it throughout the generations, including the Ojibwe and other Indigenous nations.ESSENTIAL KNOWLEDGE AND QUALIFICATIONSPrior experience providing guest or customer service in a dynamic environment.Can consistently present a polite and professional demeanor when interacting with guests.Can effectively communicate in English, both orally and in written form.Prior experience with a retail management (POS) system preferred but not required.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 to work flexible hours/days, including evenings and weekends, reflective of the dynamic schedule of the theater.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.Applicants must submit a resume to be considered for the position.
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