Guest Services Representative - Part Time

Dr Phillips Center•Orlando, FL

10d

About The Position

The Guest Services Representative welcomes guests to the arts center and provides information and services to support exceptional guest experiences. This part-time role requires availability for at least three shifts per week, including weekends and at least one weekday shift. The schedule may vary and includes evenings, weekends, and holidays to meet operational needs. The representative provides guest assistance throughout the venue, maintains a welcoming and professional demeanor, supports event operations and volunteers, and helps maintain clean and safe theater and lobby areas. The role also requires completing required training and following the arts center’s procedures and standards for guest service, accessibility, life safety, crowd management, and emergencies.

Requirements

High school diploma or equivalent.
One year of experience providing high-touch guest service.
Ability to maintain high guest-service standards when 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.
Ability to quickly assess and resolve guest concerns.
Ability to work well in a team environment.
Ability to remain calm under pressure and work effectively with internal and external guests, including those requiring patience, tact, and diplomacy.
Ability to work at least three shifts per week, including a weekend day and at least one weekday shift.
Ability to work a variable schedule, including evenings, weekends, and holidays.
Ability to lift and carry items as required for setup tasks.

Nice To Haves

Experience in performing arts, entertainment, or hospitality.
Familiarity with theater seating and terminology.

Responsibilities

Welcome guests and provide exemplary service by greeting and seating them, scanning tickets, distributing playbills, assisting with special access, and directing them around the venue.
Maintain knowledge of building facilities and services, including concessions, merchandise sales, restrooms, the concierge desk, elevators, stairs, emergency exits, and first aid; provide relevant local information about valet services, parking, restaurants, and hotels.
Respond to guest concerns and situations promptly, professionally, thoroughly, and respectfully.
Attend all pre-show and event meetings to receive critical information about event details.
Follow established standards for show information, intermission activity, reducing distractions, and communicating 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 certain elements, including tasks that may require lifting and carrying.
Monitor guests and surrounding areas for safety concerns or hazards and follow all safety procedures.
Assist as assigned during emergencies and evacuations, following established safety procedures.
Interact respectfully and appropriately with guests with disabilities and fulfill 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.
Remain knowledgeable about ancillary programs and services and stay current with arts center 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.
Maintain guest-service standards and communicate effectively in English, both orally and in writing.
Perform other duties as assigned.