Reports to: Guest Services Manager
Compensation: $15.62 per hour
THE ORGANIZATION
The Guthrie Theater engages exceptional theater artists in the exploration of both classic and contemporary plays connecting the community we serve to one another and to the world. Through its extraordinary artists, staff and facility, the Guthrie is committed to the people of Minnesota, and from its place, rooted deeply in the Twin Cities, influences the field as a leading 21st century arts organization.
Every year more than 500 people, both on stage and off, help ensure our success in creating and supporting the highest level of theater. As an organization, we are committed to our values of Artistic Excellence; Community; Diversity, Equity, Inclusion, and Accessibility; and Fiscal Responsibility.
LAND ACKNOWLEDGMENT
The Guthrie Theater would like to acknowledge that we gather on the traditional land of the Dakota People and honor with gratitude the land itself and the people who have stewarded it throughout the generations, including the Ojibwe and other Indigenous nations.
THE POSITION
The Guest Services Specialist is responsible for promoting a positive guest experience while applying the theater’s policies and procedures. The role supports the daily operations of the Guthrie’s public spaces. The Guest Services Specialist will maintain a thorough working knowledge of the facility, the plays, special events, and ancillary programming to provide excellent guest service. This person plays a key role in welcoming all guests and maintaining guest materials. All employees are expected to center, model and champion the Guthrie’s core values of Artistic Excellence; Community; Diversity, Equity, Inclusion, and Accessibility; and Fiscal Responsibility.
This position is part-time (up to 25 hours per week) and non-exempt. Compensation for this position is $15.62 per hour. This position’s hours are reflective of the dynamic schedule of the theater. A minimum of three shifts per week are required, including one evening and one weekend shift; shifts available include day and evening hours.
The Guthrie is dedicated to building an equitable environment that is mixed across lines of difference and strongly encourages applications from Black, Indigenous, People of Color, women, transgender and non-binary candidates. This position will remain open until filled and until a diverse and qualified pool of candidates is identified. Applicants from populations underrepresented in the theater field are strongly encouraged to apply.
PRIMARY DUTIES AND RESPONSIBILITIES
1. Guest Engagement
Make a great first impression by welcoming and engaging all guests to the Guthrie in a friendly and helpful manner as they enter the building.
Provide exceptional guest service while interacting directly with the public.
Answer general questions about the Guthrie, its policies and procedures, and the neighborhood and community.
Assist guests with wayfinding around the Guthrie.
Monitor conduct of guests in all public spaces.
Display a professional demeanor and resolve guest issues professionally.
Respond to guest concerns or complaints.
Follow reporting process for any problematic incidents that occur.
Assist with special events that take place at the Guthrie throughout the year.
2. Operational Support
Conduct regular walk-throughs of all public spaces.
Ensure restrooms and lobbies are clean and well-stocked and reset lobby furniture as needed.
Liaise with house management staff to ensure smooth operations and positive guest and audiences services experiences.
Provide back-up to Stage Door as necessary by answering phones, taking and distributing messages, assisting all callers promptly, efficiently and politely, and greeting and assisting arriving guest artists.
Foster a work environment incorporating the Guthrie values of Artistic Excellence; Community; Diversity, Equity, Inclusion and Accessibility; and Fiscal Responsibility.
ESSENTIAL KNOWLEDGE AND QUALIFICATIONS
Prior experience providing guest or customer service in a dynamic environment.
Can present a polite and professional demeanor when interacting with guests and colleagues at all times.
Can communicate effectively in English, both verbally and in writing.
Proficient in Microsoft Office Suite (Word, Outlook).
Demonstrated ability to manage multiple priorities and maintain composure during stressful situations.
Can concentrate effectively in a busy and noisy environment.
Can initiate and follow emergency procedures if needed.
CPR training a plus but not required.
Must be willing and able to work flexible hours/days, including evenings and weekends, reflective of the dynamic schedule of the theater.
Experience with and commitment to working with individuals and teams that are mixed across lines of difference such as race, gender-identity, sexual orientation, religion, ability, age, class and immigrant status.
A NOTE FROM HUMAN RESOURCES
Applicants must submit a resume to be considered for this position.
Apply online here: https://recruiting.ultipro.com/GUT1000/JobBoard/47c392e4-6d7f-1e47-226b-ee862ea48cfb/OpportunityDetail?opportunityId=7da88bcd-9cd9-4a31-a83e-7bdc03b2509f
