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.