Guest Services Representative - Part Time

Dr. Phillips Center•Orlando, FL

11d

About The Position

The Guest Services Representative welcomes guests to the arts center and provides information and services to support exceptional guest experiences. The role requires availability for at least three shifts per week, including weekends and at least one weekday shift, and a variable schedule that may include evenings, weekends, and holidays. The representative provides guest assistance throughout the venue, supports volunteers and event operations, helps maintain theater and lobby areas, and follows safety and guest-service procedures. The role also requires completing training and staying current on venue protocols, programs, services, and information.

Requirements

High school diploma or equivalent.
One year of experience providing high-touch guest service.
Ability to maintain high guest-service standards while interacting with a diverse audience.
Ability to adapt to change, work effectively under pressure, and produce accurate results in a fast-paced environment.
Effective communication skills and ability to quickly assess and resolve guest concerns.
Ability to work well in a team environment.
Availability for at least three shifts per week, including at least one weekend day and at least one weekday shift.
Ability to work a variable schedule that may include evenings, weekends, and holidays.
Ability to lift and carry items as needed for setup.

Nice To Haves

Experience in a performing arts, entertainment, or hospitality-related setting.
Familiarity with theater seating and terminology.

Responsibilities

Welcome guests and provide exemplary service by greeting and seating guests, scanning tickets, distributing playbills, assisting with special access, and directing guests around the venue.
Maintain thorough knowledge of building amenities, facilities, emergency resources, and relevant local services such as valet, parking, restaurants, and hotels.
Respond to guest concerns and situations professionally, quickly, thoroughly, and respectfully.
Attend all pre-show and event meetings and follow event-specific instructions, including coordinating intermission activity, eliminating distractions, and understanding special updates.
Assist with leading volunteers in operational responsibilities.
Work as part of a team to maintain theater and lobby cleanliness before and after events and performances, and set up elements that may require lifting and carrying.
Monitor guests and surrounding areas for safety concerns or hazards, follow safety procedures, and assist during emergencies or evacuations as assigned.
Interact respectfully and appropriately with guests with disabilities and meet their needs in accordance with company-provided ADA training.
Complete required training and remain knowledgeable about Life Safety, Crowd Management, Evacuation, ADA, and Guest Service protocols.
Stay knowledgeable about the arts center's ancillary programs and services and current news and information.
Follow and support operational policies and procedures and demonstrate the arts center's core values.
Maintain professional and friendly relationships with other departments, colleagues, and partners.
Remain calm under pressure and communicate effectively with internal and external guests, including those requiring patience, tact, and diplomacy.
Communicate effectively in English, both orally and in writing.
Perform other duties as assigned.