Guest Services Supervisor

About the role

The Guest Services Supervisor supports the front of house operations in all activities needed to provide a positive customer experience and to ensure patron safety. Working closely across TPAC departments and with external entities, this position manages our front of house team that is positive, engaging, contemporary, supportive of the arts community, and representative of TPAC’s core values.

Responsibilities

• Supervise Usher & Volunteer teams for assigned theater performances to create a memorable, safe, and engaging environment for guests, staff, and TPAC Management.
• Work with the Guest Services Department to maintain a safe, inclusive, welcoming, and positive work experience for both the Ushers & Volunteers.
• Inspect and ensure that all theater pre-checks are complete, and report concerns to department and/or venue management.
• Responsible for opening and closing Theater spaces, including public address announcements and ensures that venue procedures are enforced.
• Ensure proper inventory, use, and maintenance of department equipment (Ticket Scanners, Radios, etc.) for event shifts and staff.
• Communicate with various Event Operations Teams on opening of the theater, event timing along with any concerns that would affect the show.
• Listen to guest inquiries and resolve any issues in a helpful, respectful, responsive, and professional manner.
• Report various audience issues to the Guest Services Manager on Duty.
• Support Guest Services Management & TPAC’s Accessible Services Team.
• Assist Guest Services Manager and Security and Safety Manager with leading theater evacuations as needed.
• Attend to guest injuries – both life threatening and non-life threatening.
• Support the Guest Services Team by working as Department Manager on Duty for certain performances.
• Create and maintain an electronic Guest Services report for the event, emailing report post event to appropriate parties.

Skills and Knowledge Required

• Shift availability of 3-4 shifts a week. Shifts on average are 5 hours. Flexible scheduling options are also available, including day shifts, nights, and weekends.
• Strong verbal communication and leadership skills.
• Excellent customer service skills.
• Solid working computer knowledge of standard computer applications including MS Word, Excel, & Outlook.
• Personal email/computer access for scheduling.
• Supervisory experience preferred.
• Customer service and/or venue experience with positive attitude and the ability to thrive in a fast-paced environment.
• Ability to manage crowds and remain calm in stressful situations.
• Previous Venue Security experience preferred.
• Bilingual preferred.

Software and Services Used

• Microsoft Office Suite
• Tessitura
• VenueOps
• ADP Workforce
• Advance Staff Scheduler

Frequent Functions and Working Conditions

• Face to face contact with guests and other employees.
• Utilizing a two-way radio via an earpiece.
• Standing and being stationary for long periods of time.
• Ascending and descending flights of stairs and working at high elevation for long periods of time.
• Working in the dark with loud noises, flashing lights, theatrical haze, and other special effects.
• Utilizing electronic ticket scanners that require the use of physical buttons and touch screens.

Occasional Functions and Working Conditions

• Lifting and moving program boxes up to 30 lbs.
• Hand dexterity in regard to ticket scanners.
• Bending and stooping.
• Ability to work outside in all weather conditions including hot and cold temperatures.