Guest Experience Associate; Box Office, Bar​/Concessions, Building Manager

Primary Purpose

The Guest Experience Associate provides a safe, welcoming, and efficient experience for visitors to the Kirkwood Performing Arts Center (KPAC). This position provides customer service, supports ticketing and concessions, maintains guest-facing areas, and assists with event operations. When trained and designated, the employee may serve as Event Lead or Manager on Duty and provide functional direction to staff and volunteers while making routine operational decisions within KPAC policies and procedures.

Reports to the Assistant General Manager, General Manager, or designated supervisor. This position does not have regular formal supervisory authority. When serving as Event Lead or Manager on Duty, the employee may direct part-time staff and volunteers, adjust assignments, coordinate event operations, and address routine guest or facility concerns. Significant issues, including emergencies, patron removal, contract disputes, refunds or fee waivers, major cash discrepancies, event cancellations, building-system failures, and policy exceptions must be referred to KPAC management, the on‑call supervisor, or emergency services as appropriate.

• Welcome guests and provide professional, courteous, and accessible customer service.
• Answer phones and provide information about performances, tickets, accessibility, parking, policies, and KPAC services.
• Assist guests with seating, directions, accessibility needs, and routine concerns.
• Monitor guest areas for safety, cleanliness, crowding, spills, damaged equipment, and service needs.

• Assist with concession setup, stocking, sales, cleaning, closing, and restocking.
• Prepare and serve alcoholic and non‑alcoholic beverages and prepackaged food in accordance with KPAC procedures.
• Verify identification and follow responsible alcohol‑service requirements.
• Follow food‑safety and sanitation requirements.
• Accurately process cash and electronic payments and report discrepancies.

• Sell tickets in person and by phone using the designated ticketing system.
• Assist guests with performances, seating, transactions, and ticketing questions.
• Process exchanges, refunds, discounts, and complimentary tickets according to established procedures.
• Safeguard cash and patron information and complete required ticketing reports.

• Assist with event setup and teardown, ticket scanning, seating, parking, signage, lobby operations, and crowd management.
• Coordinate with box office, concessions, technical staff, security, custodial staff, parking, volunteers, vendors, and event representatives.
• Maintain assigned guest‑facing areas and report maintenance or custodial needs.
• Follow opening, closing, safety, emergency, evacuation, severe‑weather, and incident‑reporting procedures.
• Complete required event, incident, accident, damage, and guest‑service reports.

• Serve as the on‑site operational contact for an event.
• Conduct pre‑event walk‑throughs and confirm staffing and facility readiness.
• Direct staff and volunteers and adjust assignments as needed.
• Coordinate guest flow, doors, accessibility, ticketing, concessions, and front‑of‑house operations.
• Enforce KPAC policies, occupancy limits, restricted‑area rules, alcohol requirements, and event plans.
• Address routine operational issues and elevate significant concerns to management.
• Initiate emergency procedures and contact 911 when necessary.
• Complete event closeout and document incidents, damages, and follow‑up needs.
• Perform other related duties as assigned.

• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Ability to remain calm and professional in difficult…