Theatre Ticketing & Guest Experience Specialist

Tuts; Houston (TX); Hybrid; USD 21,000 - 30,000; Part time

Job summary

TUTS in Houston is seeking a guest services associate to deliver exceptional customer service at the theatre. You will answer inquiries, process ticket sales and exchanges, and provide show information with enthusiasm.

The role requires strong communication, ability to manage multiple tasks, and accuracy in cash handling and using Tessitura and MS Office. Evening, weekend, and holiday availability is expected during the season.

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 guest interactions.
• Answer phone and email inquiries about ticket sales and exchanges.
• Speak knowledgeably and enthusiastically about TUTS programming.
• Remain calm and professional in high-pressure situations.
• Process ticket transactions using Tessitura.
• Assist with single tickets, subscriptions, and group sales.
• Count cash transactions and make change efficiently.
• Maintain open communication with the Guest Services Coordinator.
• Complete tasks within deadlines.
• Follow detailed instructions and ask clarifying questions.
• Proficient with Microsoft Office and Tessitura.
• Strong written and verbal communication skills.
• Manage multiple priorities and meet deadlines.
• Attention to detail and confidentiality.
• Knowledge of musical theatre is a plus.
• Work with diverse backgrounds and identities.

Skills

Customer service

Communication

Multitasking

Organization

Problem-solving

Tools

Tessitura

Microsoft Office

Excel

Word

Job description

Description

Core Responsibilities:

Customer Service & Communication

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

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

In-Show Schedule

• Must agree to be available during the 15 weeks per season for regular season productions and additional weeks for TUTS Education events when Theatre Under The Stars is performing at the Hobby Center.
• Average of up to 24 hours per week, with the potential for more hours based on performance needs.
• Must be available to work evenings, weekends, and holidays.
• Required to stay through intermission and as assigned, after the performance to manage the Theatre Under The Stars Welcome Table.
• When managing the Welcome Table must assist Coordinator
• Two consecutive days off may not always be possible during show periods.

Non-Show Schedule

• New Trainee: Weekday training one to two weeks before first performance of a production with an average of 12-16 hours over a two- three-day period.

Off-Site Events

• Must be available to work off-site events as needed, including during the day, evening, and weekends.
• Weekly schedule will be adjusted accordingly to maintain compliance with hourly expectations.

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: up to 40 hours/week (with a daily 30- or 60-minute unpaid lunch break).