Guest Service Representative - Full Time

Tuts; Houston, Northern (TX, KY); Hybrid; USD 36,000 - 48,000; Full time

Job summary

TUTS in Houston seeks an enthusiastic Guest Services professional to deliver outstanding customer service for all guest interactions and ticketing inquiries. You will promote shows, explain programming topics, and remain composed in busy moments.

The role involves processing ticket transactions with Tessitura, supporting sales for individual, subscription, and group tickets, and handling cash with accuracy. A proactive communicator will thrive here.

Qualifications

• Ticketing and/or customer service experience required.
• Experience with Tessitura preferred.
• Proficiency in Microsoft Office (Excel, Word).
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and meet deadlines.
• Demonstrated attention to detail, confidentiality, and commitment to service excellence.
• Knowledge of musical theatre is a plus.
• Ability to work effectively with individuals of diverse backgrounds and identities.

Responsibilities

• Provide best-in-class customer service across all guest interactions.
• Speak knowledgeably and enthusiastically about TUTS programming, including show content, themes, authors, and music.
• Remain calm and professional in high-pressure or stressful situations.
• Answer phone and email inquiries related to ticket sales, exchanges, and general information.
• Accurately process all ticket transactions using Tessitura.
• Assist in sales and service support for single tickets, subscriptions, and group sales.
• Count and manage cash transactions and make change efficiently.
• Maintain open communication with the Guest Services Coordinator and management regarding project status.
• Complete assigned tasks and projects within deadlines.
• Follow detailed instructions and ask clarifying questions when needed.
• Use Microsoft Office (Word and Excel) and ticketing software (Tessitura) efficiently.
• Read and interpret written information, including schedules, memos, and policies.
• Organizational and Problem-Solving Skills
• Prioritize multiple tasks and complete them in a timely manner.
• Demonstrate strong attention to detail and organization.
• Follow all internal policies, procedures, safety protocols, and emergency guidelines.

Skills

Customer service

Communication

Multitasking

Attention to detail

Diversity & inclusion

Theatre knowledge

Public speaking

Tools

Tessitura

MS Office

Job description

Description

Core Responsibilities:

• Provide best-in-class customer service across all guest interactions.
• Speak knowledgeably and enthusiastically about TUTS programming, including show content, themes, authors, and music.
• Remain calm and professional in high-pressure or stressful situations.
• Answer phone and email inquiries related to ticket sales, exchanges, and general information.

Customer Service & Communication

• Provide best-in-class customer service across all guest interactions.
• Speak knowledgeably and enthusiastically about TUTS programming, including show content, themes, authors, and music.
• Remain calm and professional in high-pressure or stressful situations.
• Answer phone and email inquiries related to ticket sales, exchanges, and general information.

Ticketing Operations

• Accurately process all ticket transactions using the Tessitura system.
• Assist in sales and service support for single tickets, subscriptions, and group sales.
• Count and manage cash transactions and make change efficiently.

Administrative Support

• Maintain open communication with the Guest Services Coordinator and management regarding project status.
• Complete assigned tasks and projects within deadlines.
• Follow detailed instructions and ask clarifying questions when needed.

Technology & Tools

• Use Microsoft Office (Word and Excel) and ticketing software (Tessitura) efficiently.
• Read and interpret written information, including schedules, memos, and policies.
• Organizational and Problem-Solving Skills
• Prioritize multiple tasks and complete them in a timely manner.
• Demonstrate strong attention to detail and organization.
• Follow all internal policies, procedures, safety protocols, and emergency guidelines.

Requirements

Schedule & Availability:

In-Show Period

• Attendance during performances is required, including staying through intermission and post-show assignments.
• PTO is not available during show runs.
• Consecutive days off may not be possible during this time.

Non-Show Period

• Standard schedule: Monday to Friday, 9:30 AM to 6:30 PM.
• PTO may be limited during peak periods (e.g., subscription renewals, ticket mailings, and on-sale dates).
• Other Scheduling Notes

Off-site event attendance may be required, including evenings and weekends.

• Weekly schedule will be adjusted to maintain a 40-hour work week.

Qualifications

• Ticketing and/or customer service experience required.
• Experience with Tessitura preferred.
• Proficiency in Microsoft Office (Excel, Word).
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and meet deadlines.
• Demonstrated attention to detail, confidentiality, and commitment to service excellence.
• Knowledge of musical theatre is a plus.
• Ability to work effectively with individuals of diverse backgrounds and identities.

Additional Details

• Work Week: 40 hours/week (with a 30- or 60-minute daily unpaid lunch break).
• Other Duties: This job description is not all-inclusive. Additional duties may be assigned as needed.