Guest Services Representative (part-time)

Dr Phillips Center•Orlando, FL

5d•Onsite

About The Position

The Guest Services Representative (Part-Time) is responsible for welcoming guests to the arts center and providing information and services to ensure exceptional guest experiences. This role involves greeting guests, seating them, scanning tickets, distributing playbills, assisting guests with special access, and directing them to various areas within the venue. The representative must possess thorough knowledge of the building's layout, including concessions, merchandise, restrooms, and emergency exits, as well as local area information like parking, restaurants, and hotels. Maintaining a positive attitude, responding professionally to guest concerns, and attending pre-show meetings are key responsibilities. The role also includes assisting with volunteer coordination, maintaining theater cleanliness, monitoring for safety concerns, and assisting during emergencies or evacuations. Interaction with guests with disabilities must be respectful and appropriate, following provided ADA training. Representatives must stay knowledgeable about the arts center's programs, services, news, and operational policies, while assimilating into the company culture and demonstrating core values. Maintaining professional relationships with colleagues and partners, remaining calm under pressure, and effectively communicating in English are essential. Other duties may be assigned.

Requirements

High school diploma or equivalent.
One-year experience providing high-touch guest service, preferably in a performing arts, entertainment, or hospitality related setting.
Ability to maintain high standards in guest service when/while interacting with a diverse audience.
Strong ability to adapt to change, work effectively under pressure, and produce accurate results in a fast-paced environment.
Effective communication skills.
Able to quickly assess and resolve guest concerns.
Ability to work well in a team environment.
Must be available for three shifts per week, with at least one of those shifts being on a weekend day.
This position requires the ability to work a variable schedule, evenings, weekends, and holidays to meet operational needs.

Nice To Haves

Familiarity with theater seating and terminology preferred.

Responsibilities

Provide exemplary guest service while performing activities such as greeting guests, seating guests, scanning tickets, distributing playbills, assisting guests with special access, and directing guests to bars, theater doors, restrooms, or other areas.
Demonstrate a thorough knowledge of building information (concessions, merchandise, restrooms, concierge, elevators, stairs, emergency exits, first aid) and local area knowledge (valet, parking, local restaurants, hotels).
Maintain a positive attitude and welcoming demeanor.
Respond to guest concerns/situations in a professional, quick, thorough, and respectful manner.
Attend all pre-show/event meetings to gain critical information related to show/event details.
Complete tasks in compliance with standards, including specific show information, coordinating intermission activity, eliminating distractions, and comprehending special updates.
Assist with leading Volunteers in operational responsibilities.
Work quickly as a team to help maintain the cleanliness of the theater and lobby areas before and after every event or performance, as well as set up certain elements, which may require lifting and carrying.
Monitor guests and surrounding areas for potential safety concerns or hazards and adhere to all Dr. Phillips Center safety procedures.
Assist as assigned during an emergency and/or evacuation following established Safety Procedures.
Interact with guests with disabilities in a respectful and appropriate manner; fulfilling guest needs as outlined in the company provided ADA training.
Complete all required training and remain knowledgeable on all protocols related to Life Safety, Crowd Management, Evacuation, ADA, and Guest Service.
Remain knowledgeable of ancillary programs and services provided by the arts center.
Stay current with arts center news and information.
Follow and support all operational policies and procedures.
Assimilate into the arts center culture through understanding, supporting, and demonstrating the core values.
Maintain a professional and friendly relationship with other departments, colleagues, and partners.
Able to remain calm under pressure.
Ability to work effectively with internal and external guests, some of whom will require high levels of patience, tact, and diplomacy.
Maintain Dr. Phillips Center standards of guest service at all times.
Able to effectively communicate in English in both written and oral forms.
Other duties as assigned.