Audience Services Concession Supervisor

MN Orchestra•Minneapolis, MN

8d•$19 - $20•Onsite

About The Position

Facilitate a positive audience experience and promote the Minnesota Orchestra by upholding the Audience Services Department standards of service – advocacy, efficiency and courtesy; by keeping up to date on Orchestra Hall products, services, policies and procedures; by demonstrating proficiency on computerized point-of-sale system; by assuming fiscal responsibility for transactions; by assisting with the training and mentoring of other concessions staff; and by assisting the Audience Services Management Team with department related projects. Monitor and maintain quality service levels by assuming a leadership role in the supervision of bartenders and concessions staff; by managing the bar locations at Minnesota Orchestra, Rental, and Association sponsored events; and ensure guest satisfaction by providing correct, prompt service in a friendly, welcoming manner.

Requirements

High School diploma or GED or equivalent required
Strong written and verbal English communication skills
Minimum of 1 year customer service experience
Minimum of 1 year supervisory experience.
Demonstrated organizational and time management skills with the ability to work independently and proactively seek out projects
Demonstrated ability to manage confidential and sensitive information, possess a high degree of personal integrity and sound judgment
Proficiency in typing and computer software/hardware usage
Point-of-sale system experience required

Nice To Haves

Previous Serv Safe or Alcohol Awareness training preferred. Yearly renewal is mandatory, and training is provided.
Previous First Aid/CPR certification preferred. Bi-annual certification is mandatory, and training is provided.
Background in music and/or the arts preferred

Responsibilities

General supervision of part-time employees
Assist with department related projects and tasks, including participation and delegation, monitoring for accuracy and tracking progress through completion
Address staff policy violations and/or conflicts, taking appropriate, immediate action and reporting details to the full-time Manager on Duty
Assure all employee checkouts and banks are complete, accurate, and balanced; resolve any discrepancies
Assist with the training and mentoring of Concessions team
Welcome other team members to observe customer interactions
Demonstrate excellent customer service techniques and precise knowledge of products
Update and remind staff of current products and policies
Patiently and accurately answer questions regarding event/facility information, patron concerns, etc.
Coach and train Audience Services employees as needed, providing input for evaluations
Monitor the service and sales transactions of concessions staff determining when assistance and/or intervention is necessary to ensure exemplary customer service
Sell merchandise and concessions at Express Bars and Merchandise cart or other ad hoc locations on behalf of the Minnesota Orchestra and associated guest artists.
Adhere to city, state and federal regulations regarding checking proper identification for consumption of alcoholic beverages and providing tip declarations as required.
Set up, maintain and clean assigned sales location.
Assist with fulfilment of mobile service orders.
Maintain and utilize complete and current information concerning Orchestra Hall products, services, facilities, policies, and procedures.
Communicate these items to customers and employees accurately and fairly
Understand event seating plan accurately communicate that information to customers
Keep appraised of event information
Update and remind staff of current products and policies
Understand and demonstrate proficiency in computerized point of sale system.
Demonstrate the ability to work in all assigned locations and positions/shifts.
Able to explain emergency procedures upon request, act according to these procedures in the event of an actual emergency.
Provide assistance in a medical emergency including notification of house and medical personnel and provide appropriate first-response care.
Uphold the Audience Services Department standards of service— advocacy, efficiency and courtesy.
Treat patrons as individuals with warmth and respect, while providing friendly, courteous and responsible service in an efficient manner
Ensure that both internal and external customers feel that they are the primary purpose of the Association’s business and that the Audience Services Department exists to satisfy customers.
Recognize and acknowledge customer compliments, comments and concerns, collect sufficient information to determine the issue, take appropriate action and communicate to the appropriate person
Demonstrate enthusiasm about Orchestra Hall products and services and convey this enthusiasm to customers
Assist Audience Services Management Team with departmental tasks/projects.