Guest Services Lead

Description

Reports to: Assistant Director of Guest Services 

Compensation: $19.73 per hour

Benefits: Non-Benefits Eligible 

This position is covered by a collective bargaining agreement with IATSE Local 13. 

Schedule: Guest Services part-time employees are expected to average three (3) worked shifts per week, including at least one (1) shift on a Friday, Saturday, or Sunday, and at least one (1) evening shift. Hours are reflective of the dynamic schedule of the theater. 

Position Summary

The Guest Services Lead is responsible for promoting a positive guest experience while applying the theater's policies and procedures. The role supports the daily operations of the Guthrie's public spaces including welcoming all guests and maintaining guest materials. The Guest Services Lead will maintain a thorough working knowledge of the facility, the plays, special events, and ancillary programming to provide excellent guest service. The Guest Services Lead is also cross trained to provide support for the department in multiple areas. All employees are expected to center, model and champion the Guthrie's core values of Artistic Excellence; Community; Diversity, Equity, Inclusion and Accessibility; and Fiscal Responsibility.

Primary Duties and Responsibilities

1. Guest Engagement 

• Make a great first impression by welcoming and engaging all guests to the Guthrie in a friendly and helpful manner as they enter the building.
• Provide exceptional guest service while interacting directly with the public.
• Answer general questions about the Guthrie, its policies and procedures, and the neighborhood and community.
• Assist guests with wayfinding around the Guthrie.
• Monitor conduct of guests in all public spaces.
• Display a professional demeanor and resolve guest issues professionally.
• Respond to guest concerns or complaints.
• Follow reporting process for any problematic incidents that occur.
• Assist with special events that take place at the Guthrie throughout the year.

2. Operational Support 

• Conduct regular walk-throughs of all public spaces.
• Ensure restrooms and lobbies are clean and well-stocked and reset lobby furniture as needed.
• Liaise with house management staff to ensure smooth operations and positive guest and audiences services experiences.
• Provide back-up to Stage Door as necessary by answering phones, taking and distributing messages, assisting all callers promptly, efficiently and politely, and greeting and assisting arriving guest artists.
• Provide guidance to Guest Services staff by briefing staff/volunteers regarding their roles within a given shift while serving as the point person for questions and ensuring all established procedures are followed.
• Address patron issues: work with other staff (Public Safety, Box Office, etc.) for resolution as needed.
• Understand and follow all safety protocols, implement theater’s emergency plan if required and respond effectively to emergency situations.
• Foster a work environment incorporating the Guthrie values of Artistic Excellence; Community; Diversity, Equity, Inclusion and Accessibility; and Fiscal Responsibility.

Requirements

Essential Knowledge and Qualifications

• Prior experience providing guest or customer service in a dynamic environment.
• Can consistently present a polite and professional demeanor when interacting with guests.
• Can effectively communicate in English, both orally and in written form.
• Prior experience with a retail management (POS) system preferred but not required.
• Proficient in Microsoft Office Suite (OneNote, Teams, Outlook).
• Can manage multiple priorities and maintain composure during stressful situations.
• Can concentrate effectively in a busy environment.
• Can initiate and follow emergency procedures if needed.
• CPR training a plus but not required. 
• Can work on average three (3) shifts per week, including at least one (1) shift on a Friday, Saturday, or Sunday, and at least one (1) evening shift. Hours are reflective of the dynamic schedule of the theater. 
• Experience with and commitment to working with individuals and teams that exemplify diversity of identity, experience, and perspective, including but not limited to race, color, gender, gender identity, gender expression, age, family and/or marital status, creed, religion, ancestry, disability, national origin, sexual orientation or sexual identity, veteran status, genetic information, pregnancy, body size/type, status with regard to public assistance or any other basis protected by federal, state or local law.

WHO SHOULD APPLY?

The Guthrie relies on the talents of many artists and staff, both on and off the stage, to create powerful works of theater at the Guthrie. We are dedicated to building an equitable environment that is mixed across lines of difference. Acknowledging that there are many identities that are underrepresented in the theater overall, the Guthrie strongly encourages candidates who bring diversity of identity, experience and thought to apply. We also acknowledge that candidates can have unique and non-linear and transferable skills. We encourage you to apply even if you do not meet every single qualification but have transferrable skills and passion for our mission and vision.

WHY SHOULD I APPLY?

Be a part of a leading non-profit organization that is committed to serving not only the local Twin Cities community but the industry as a whole. In addition to a competitive salary, the Guthrie offers top-notch employee benefits and staff perks.

• Sick Time: Part-time employees shall accrue Guthrie Sick Time (GST) at the rate of one hour for every 25 hours worked. Part-time employees shall accrue GST in lieu of Minneapolis and State of Minnesota Earned Sick and Safe Time (ESST) for qualifying reasons under Minnesota law. GST shall be administered in the same manner and for the same purposes as ESST.  
• Transportation: Subsidized passes for Metro Transit buses and trains, Discounted pre-tax monthly ramp parking, Discounted bike locker rental
• Complimentary Tickets: To Guthrie productions
• Discounted Tickets: To all shows produced by the Guthrie and to some performances hosted by the Guthrie
• Classes and Camps: Discounts to Guthrie classes and camps
• Other Employee Perks: Wellness Program, Guthrie Store discount, Affinity Groups

ABOUT THE GUTHRIE

The Guthrie Theater engages exceptional theater artists in the exploration of both classic and contemporary plays connecting the community we serve to one another and to the world. Through its extraordinary artists, staff and facility, the Guthrie is committed to the people of Minnesota, and from its place, rooted deeply in the Twin Cities, influences the field as a leading 21st century arts organization. Every year more than 500 people, both on stage and off, help ensure our success in creating and supporting the highest level of theater. As an organization, we are committed to our values of Artistic Excellence, Community, Equity, Diversity and Inclusion, and Fiscal Responsibility. The Guthrie Theater is located in the historic Mill District along the Mississippi River in Minneapolis, Minnesota. As the largest city in the state, Minneapolis offers a large variety of parks, lakes, great food, festivals, malls and more.

LAND ACKNOWLEDGMENT

The Guthrie Theater would like to acknowledge that we gather on the traditional land of the Dakota People and honor with gratitude the land itself and the people who have stewarded it throughout the generations, including the Ojibwe and other Indigenous nations.  

Applicants must submit a resume to be considered for the position.