Team Captain

Reports to: Manager of Patron Services

About the role

The Kauffman Center for the Performing Arts seeks a part-time Team Captain for the Muriel Kauffman Theatre and Helzberg Hall. This position shares roles and responsibilities with Patron Services, primarily focused on the execution of performance/event operations while serving as a liaison between the volunteer usher team and house management. The Team Captain strives to create an excellent patron experience for all events at the Kauffman Center for Performing Arts. This highly visible role primarily delivers front-of-house support while providing the highest level of professionalism to all guests, vendors and partners, which includes the Resident Arts Organizations (Kansas City Ballet, Kansas City Symphony, and Lyric Opera of Kansas City) and other presenting organizations. The Team Captain works effectively within the Patrons Services team in a multi-venue environment. This position ensures that public spaces and performance venues are ready for patrons, while also creating and maintaining a fun and lively environment for volunteers, support staff, and patrons. The Team Captain oversees and has the most immediate relationship with the volunteer usher team during performances and reports directly to the Performance Lead. The Team Captain could be called to assist the house management team on a variety of performance-specific tasks. The Kauffman Center’s organizational values include: Own It, Get It Solved; Integrity; Honest communication; Transparency; Trustworthy; Responsible; Aim for Excellence; Striving to improve and meet a standard of excellence; Motivated; Be Enthusiastic; Flexible; Fun; Embraces new ideas; Act with Respect; Service; Considerate of others; Treats others with dignity and care; Works toward shared goals.

Responsibilities

• Supports front-of-house operations in all activities needed to provide a positive and safe patron experience. This role also involves Ancillary Team Captain shifts.
• Takes leadership responsibility for front of house functions and supervision.
• Maintains standards for performance venue readiness and ensures that front-of-house is clean, set-up and ready for patrons.
• Briefs volunteers regarding their roles for a performance or event.
• Assists with the training of volunteers and support staff on basic responsibilities, venue operating policies, safety and evacuation procedures.
• Monitors and ensures smooth lobby traffic and seating of patrons.
• Anticipates and meets the needs of all patrons, including those with disabilities.
• Addresses patron and usher concerns by working with the house management to reach a common resolution.
• Performs other duties as required.

Requirements

• General knowledge of customer service and guest relations.
• Ability to work independently and collaboratively in a fast-paced, dynamic work environment and lead, train and motivate others.
• Demonstrated ability to work with the public and use conflict resolution skills.
• Excellent written and