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.
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