POSITION SUMMARY The Guest Services Lead is the primary representative of the Dr. Phillips Center to the guest and sets the standard for exceptional guest service. The Guest Services Lead helps coordinate Guest Service Representatives and Volunteers during performances and events to ensure the smooth and efficient operation of the arts center. ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES • Attend all pre-show/event meetings to gain critical information regarding show/event details. Answer questions and provide clarification on the shift details to Guest Services Representatives (GSR) and Volunteers. Maintain exceptional guest service standards. Lead by example and ensure consistency of service provided by GSRs and Volunteers. • Greet and engage with guests; provide directional assistance and general building information. Respond to guest inquiries in a timely, professional, and respectful manner. Remain knowledgeable of ancillary programs and services provided by the arts center. Stay current with arts center news and information. • Act as the ‘first stop’ in elevated guest situations. Work to resolve guest concerns or escalate to management. • Maintain awareness of guest activity, especially during entrance and egress, to prevent potential behavior or traffic patterns resulting in safety issues. Monitor guests and surrounding areas for potential safety concerns or hazards and adhere to established safety procedures. Assist as assigned during an emergency and/or evacuation following established safety procedures. • Assist with leading Volunteers and Guest Service Representatives in operational responsibilities. • Monitor Volunteers and Guest Service Representatives in assigned area. Communicate any issues with Guest Services Leadership. • 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.
• Interact with guests in a respectful and appropriate manner, utilizing the ADA training provided by the arts center. Complete all required training and remain knowledgeable on all protocols related to Life Safety, Crowd Management, Evacuation, ADA, and Guest Service. • Document all guest and colleague incidents and complete shift checklists in their entirety. Share and report information that may improve operational functions to management. • Must be able to perform all Guest Services Representative duties to ensure the smooth and efficient operation of the arts center. • 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. KNOWLEDGE AND EXPERIENCE • At least 2+ years of experience with high-touch guest service, preferably in a performing arts, entertainment, or hospitality related setting. • Familiarity with theater seating, box office operations, and terminology preferred. SPECIAL CONDITIONS OF EMPLOYMENT • 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.
Dr. Phillips Center participates in an employment electronic eligibility verification program through E-Verify.
