Guest Services Specialist

ESSENTIAL DUTIES AND RESPONSIBILITIES

• 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.
• Care for the Box Office, coordinating 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.