Lead, Guest Services (part-time)

POSITION SUMMARYThe 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 JOB FUNCTIONS/RESPONSIBILITIESAttend 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 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 as the first stop in elevated guest situations. Work to resolve guest concerns or escalate to 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 with leading Volunteers and Guest Service Representatives in operational Volunteers and Guest Service Representatives in assigned area. Communicate any issues with Guest Services 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 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 all guest and colleague incidents and complete shift checklists in their entirety. Share and report information that may improve operational functions to be able to perform all Guest Services Representative duties to ensure the smooth and efficient operation of the arts and support all operational policies and procedures. Assimilate into the arts center culture through understanding supporting and demonstrating the core a professional and friendly relationship with other departments colleagues and 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 to effectively communicate in English in both written and oral duties as AND EXPERIENCEHigh school diploma or least 2 years of experience with high-touch guest service preferably in a performing arts entertainment or hospitality related to maintain high standards in guest service when/while interacting with a diverse ability to adapt to change work effectively under pressure and produce accurate results in a fast-paced communication skills. Able to quickly assess and resolve guest to work well in a team with theater seating box office operations and terminology CONDITIONS OF EMPLOYMENTMust be available for three shifts per week with at least one of those shifts being on a weekend position requires the ability to work a variable schedule evenings weekends and holidays to meet operational needs.