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Guest Services Associate

3 months ago

Minneapolis, Minnesota, United States Guthrie Theater Full time

Guest Services Associate (Part-Time, Multiple Openings)
Reports to: Guest Services Manager
Compensation: $15.65 per hour

THE ORGANIZATION
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; Diversity, Equity, Inclusion, and Accessibility; and Fiscal Responsibility.

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.

THE POSITION
The Guest Services Associate 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. The Guest Services Associate will maintain a thorough working knowledge of the facility, the plays, special events, and ancillary programming to provide excellent guest service. This person plays a key role in welcoming all guests and maintaining guest materials. 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.

This position is part-time (up to 25 hours per week) and non-exempt. Compensation for this position is $15.65 per hour. This position's hours are reflective of the dynamic schedule of the theater. A minimum of three shifts per week are required, including one evening and one weekend shift; shifts available include day and evening hours.

The Guthrie is an Equal Opportunity Employer. We are committed to building an equitable environment that finds strength in diversity of identity, experience and perspective. We are dedicated to hiring and developing talented teams which are inclusive and welcoming to individuals with different backgrounds, thoughts, and abilities. Applicants from populations underrepresented in the theater field are strongly encouraged to apply.

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.
  • Foster a work environment incorporating the Guthrie values of Artistic Excellence; Community; Diversity, Equity, Inclusion and Accessibility; and Fiscal Responsibility.


ESSENTIAL KNOWLEDGE AND QUALIFICATIONS
  • Prior experience providing guest or customer service in a dynamic environment.
  • Can present a polite and professional demeanor when interacting with guests and colleagues at all times.
  • Can communicate effectively in English, both verbally and in writing.
  • Proficient in Microsoft Office Suite (Word, Outlook).
  • Demonstrated ability to manage multiple priorities and maintain composure during stressful situations.
  • Can concentrate effectively in a busy and noisy environment.
  • Can initiate and follow emergency procedures if needed.
  • CPR training a plus but not required.
  • Must be willing and able to work flexible hours/days, including evenings and weekends, 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.

THE LOCATION
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.

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 pay rate, the Guthrie offers top-notch employee perks.

Sick Time
One hour of sick time for every 30 hours worked (in concurrence with the Minneapolis Sick and Safe Time Ordinance)

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
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

A NOTE FROM HUMAN RESOURCES
Applicants must submit a resume to be considered for the position.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)