Guest Services Specialist

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.