Guest Services Representative

Dr. Phillips Center for the Performing Arts; Orlando (FL); On-site; USD 17,000 - 22,000; Part time

Job summary

Dr. Phillips Center for the Performing Arts is seeking a Part-Time Guest Services Representative to warmly welcome guests and provide information to enhance experiences.

The role requires you to work at least three shifts per week, including one weekend day, deliver exceptional service, assist with seating, wayfinding, and accessibility needs, and collaborate with volunteers and colleagues to maintain a safe, welcoming environment.

Qualifications

• High school diploma or equivalent.
• One-year experience providing high-touch guest service in a performing arts, entertainment, or hospitality setting.
• Ability to maintain high standards in guest service when interacting with a diverse audience.
• Strong ability to adapt to change and work under pressure in a fast-paced environment.
• Effective communication skills and ability to resolve guest concerns.
• Ability to work well in a team environment.
• Familiarity with theater seating and terminology preferred.

Responsibilities

• Greet and seat guests, scan tickets, distribute playbills, assist guests with special access, and direct guests to bars, doors, restrooms, or other areas.
• Demonstrate knowledge of building information, concessions, merchandise, and local area details.
• Maintain a positive, welcoming demeanor and respond to guest concerns professionally.
• Attend pre-show meetings for show/event details and follow Safety Procedures.
• Assist in leading Volunteers in operational responsibilities.
• Help maintain cleanliness of theater and lobby areas before/after events and set up elements as needed.
• Monitor guests for safety concerns and adhere to safety procedures; assist during emergencies or evacuations.
• Interact with guests with disabilities respectfully and fulfill ADA training requirements.
• Complete required training and stay updated on Life Safety, Crowd Management, Evacuation, ADA, and Guest Service.
• Stay informed about ancillary programs and services and current arts center news.
• Follow operational policies and integrate with the arts center culture and core values.
• Maintain professional relationships with other departments and partners.
• Communicate effectively in English, both written and oral.
• Other duties as assigned.

Skills

Excellent guest service

Communication skills

Teamwork

English proficiency

Education

High school diploma or equivalent

Job description

The Guest Services Representative (Part-Time) is responsible for welcoming guests to the arts center and providing information and services to ensure exceptional guest experiences.

Candidates must be available to work a minimum of three (3) shifts per week, with at least one (1) weekend shift.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES

• Provide exemplary guest service while performing the following activities: greeting guests, seating guests, scanning tickets, distributing playbills, assisting guests with special access, and directing guests to bars, theater doors, restrooms, or other areas. Demonstrate a thorough knowledge of building information to include: location of concessions, merchandise sales, restrooms, concierge desk, elevators, stairs, emergency exits, first aid station, and local area knowledge such as: valet, parking, local restaurants, and hotels.
• Maintain a positive attitude and welcoming demeanor. Respond to guest concerns/situations in a professional, quick, thorough, and respectful manner.
• Attend all pre-show/event meetings to gain critical information related to show/event details. Complete certain tasks in compliance with standards established by Dr. Phillips Center including: specific show information; coordinating intermission activity; eliminating distractions; and comprehending any special updates.
• Assist with leading Volunteers in operational responsibilities.
• Work quickly as a team to help maintain the cleanliness of the theater and lobby areas before and after every event or performance, as well as set up certain elements, which may require lifting and carrying.
• Monitor guests and surrounding areas for potential safety concerns or hazards and adheres to all Dr. Phillips Center safety procedures. Assist as assigned during an emergency and/or evacuation following established Safety Procedures.
• Interact with guests with disabilities in a respectful and appropriate manner; fulfilling guest needs as outlined in the company provided ADA training.
• Complete all required training and remain knowledgeable on all protocols related to Life Safety, Crowd Management, Evacuation, ADA, and Guest Service.
• Remain knowledgeable of ancillary programs and services provided by the arts center. Stay current with arts center news and information.
• Follow and support all operational policies and procedures. Assimilate into the arts center culture through understanding, supporting, and demonstrating the core values.
• Maintain a professional and friendly relationship with other departments, colleagues, and partners.
• Able to remain calm under pressure. Ability to work effectively with internal and external guests, some of whom will require high levels of patience, tact, and diplomacy. Maintain Dr. Phillips Center standards of guest service at all times.
• Able to effectively communicate in English in both written and oral forms.
• Other duties as assigned.

KNOWLEDGE AND EXPERIENCE

• High school diploma or equivalent.
• One-year experience providing high-touch guest service, preferably in a performing arts, entertainment, or hospitality related setting.
• Ability to maintain high standards in guest service when/while interacting with a diverse audience.
• Strong ability to adapt to change, work effectively under pressure, and produce accurate results in a fast-paced environment.
• Effective communication skills. Able to quickly assess and resolve guest concerns.
• Ability to work well in a team environment.
• Familiarity with theater seating and terminology preferred.

SPECIAL CONDITIONS OF EMPLOYMENT

• Must be available for three shifts per week, with at least one of those shifts being on a weekend day.
• This position requires the ability to work a variable schedule, evenings, weekends, and holidays to meet operational needs.

Dr. Phillips Center participates in an employment electronic eligibility verification program through E-Verify.