Performing Arts Center Concessions Worker

The Guest Experience Associate helps create a safe, welcoming, and efficient experience for visitors to the Kirkwood Performing Arts Center. This position provides customer service, supports concession and ticketing operations, maintains assigned guest-facing areas, and assists with event operations.

When trained and specifically designated, the Guest Experience Associate may serve as Event Lead or Manager on Duty for designated events and make routine, time-sensitive operational decisions within KPAC policies and established procedures.

Reports to the Assistant General Manager, General Manager, or designated supervisor. This position does not have regular formal supervisory authority.

When designated as Event Lead or Manager on Duty, including during a shift, the employee may provide functional direction to part-time staff and volunteers, coordinate routine event operations, adjust staff assignments, and address immediate guest or facility concerns.

Emergencies, patron removal, contract disputes, refunds or fee waivers, significant cash discrepancies, event cancellation, building-system failures, and policy exceptions must be referred to KPAC management, the on-call supervisor, or emergency services as appropriate.

• Welcome patrons and provide courteous, professional, and accessible customer service.
• Answer phones and respond accurately to questions about performances, tickets, facility policies, accessibility, parking, and other KPAC services.
• Address routine guest concerns with discretion and professionalism and refer complaints or unusual requests to the appropriate supervisor.
• Assist guests with seating, directions, accessibility needs, and other matters that may enhance their visit.
• Monitor guest-facing areas for spills, crowding, unsafe conditions, damaged equipment, policy violations, or service needs and take appropriate action within established procedures

• Assist with concession operations during busy periods or when assigned, including setup, stocking, order fulfillment, point-of-sale transactions, restocking, cleaning, closing, and resetting service areas.
• Prepare and serve alcoholic and non-alcoholic beverages, ice, cut fruit and garnishes, and prepackaged food in accordance with KPAC procedures.
• Check identification and verify legal drinking age before serving alcohol. Follow KPAC responsible alcohol-service procedures and refuse or stop service when required.
• Follow KPAC and St. Louis County food-safety requirements, including proper handwashing, illness reporting, prevention of bare-hand contact with ready-to-eat food, and safe use of gloves, tongs, and ice scoops.
• Accurately handle cash and electronic payments, safeguard City funds, and report transaction or cash discrepancies promptly.

• Sell tickets to patrons in person and by phone using KPAC's current ticketing system.
• Assist customers with selecting performances and seats, processing transactions, and issuing or retrieving tickets.
• Accurately and securely handle cash and credit-card transactions and protect patron and payment information.
• Follow established procedures for exchanges, refunds, discounts, complimentary tickets, and special requests, referring exceptions to a supervisor.
• Balance or reconcile assigned ticket transactions and complete required reports as directed.

• Assist with event setup and teardown, parking, signage, ticket scanning, seating, line management, lobby operations, and other duties required for efficient event operations.
• Communicate and coordinate with box office, concessions, ushers, building and technical managers, security, custodial and parking personnel, volunteers, vendors, and event representatives.
• Maintain the cleanliness and appearance of assigned guest-facing areas, perform light cleaning and spill response, and report conditions requiring additional custodial or maintenance assistance.
• Follow established opening, closing, safety, emergency, evacuation, severe-weather, and incident-reporting procedures.
• Complete assigned incident, accident, damage, guest-service, and event reports accurately and promptly.

• Serve as the primary on-site operational contact for an event.
• Conduct pre-event walkthroughs and confirm staffing, public-area readiness, room setup, access points, and the approved event schedule.
• Provide functional direction and task assignments to part-time staff and…