Guest Services Lead

Guthrie Theater • Minneapolis, MN

11d • Onsite

About The Position

The Guest Services Lead 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 Guest Services Lead will maintain a thorough working knowledge of the facility, the plays, special events, and ancillary programming to provide excellent guest service. The Guest Services Lead is also cross trained to provide support for the department in multiple areas. 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.

Requirements

• Prior 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.
• Proficient in Microsoft Office Suite (OneNote, Teams, 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.
• Can work on average three (3) shifts per week, including at least one (1) shift on a Friday, Saturday, or Sunday, and at least one (1) evening shift.
• 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.

Nice To Haves

• Prior experience with a retail management (POS) system preferred but not required.
• CPR training a plus but not required.

Responsibilities

• 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.
• 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.
• 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.

Benefits

• Sick Time: Part-time employees shall accrue Guthrie Sick Time (GST) at the rate of one hour for every 25 hours worked. Part-time employees shall accrue GST in lieu of Minneapolis and State of Minnesota Earned Sick and Safe Time (ESST) for qualifying reasons under Minnesota law. GST shall be administered in the same manner and for the same purposes as ESST.
• 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

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed