About this role
This position will be a dual role with the primary responsibility of leading a team of Ushers and Ticket Takers to ensure a seamless and outstanding guest experience at every event. The Guest Services Specialist will implement effective service standards, policies, and training programs to foster a welcoming environment for all guests. The Guest Service Specialist will also assist the Box Office in preparing for large-scale events.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Guest Services: · Assist in hiring, training, scheduling, and supervising part-time Usher & Ticket staff. · Work closely with the Event Coordinators to ensure the event’s specific requirements are met. · Provide ongoing coaching, development, and performance management to ensure high service standards · Work closely with Events, Premium, Marketing, and Operations teams to support event logistics, premium seating and special promotions. · Prepare sheets of information for events, policy changes, and event day reminders for all staff. · Assist Usher staff with ticket-taking procedures and troubleshooting. · Serve as escalation point for guest inquiries, concerns and/or complaints effectively and calmly interacting with guests and employees both during events and after. · Develop and deliver training programs for front-of-house staff, focusing on customer service and conflict resolution. · Continuously assess and improve front-of-house operations to elevate the guest experience. · Assist with the check-in for special experiences such as VIP packages, volunteers, and other event needs. · Work extended and/or irregular hours including nights, weekends and holidays as needed. Box Office: · Coordinates event information between the promoter and facility personnel in a timely manner. · Support event programming for ticket builds, ensuring quality control. · Manage ticket inventory, including dynamic pricing changes, and the strategic placement/adjustment of ticket holds. · Process ticket requests including internal orders as well as ticketing requests from show promotors.