Guest Services Manager

Guthrie Theater

Minneapolis, MN

Work Location: In-office

Theater

  • Full Time
  • Minneapolis, MN
  • Work Location: In-office
  • Theater
  • $35,608
  • $46,125

Website Guthrie Theater

Reports to: Director of Guest Services

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, Equity, Diversity and Inclusion, 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 Manager is responsible for the day-to-day operations of the public spaces of the theater. This position works closely with the House Manager, Box Office Manager and Audience Services Coordinator to ensure consistent and high-quality service across all guest-facing operations. The Guest Services Manager supervises the Senior Stage Door Attendant and Guest Services Generalists.

The Guest Services Manager also works closely with the Director of Guest Services and the Director of Audience Services to ensure the Guthrie is a safe, efficient and welcoming space for staff and the public. All employees are expected to center, model and champion the Guthrie’s core values of Artistic Excellence, Community, Equity, Diversity and Inclusion, and Fiscal Responsibility.

This position is full-time, exempt and benefits-eligible. Compensation for this position is $35,608 – $46,125 annually plus benefits. The typical schedule for this role is Tuesday – Saturday, 10:00 a.m. – 6:00 p.m.

The Guthrie is dedicated to building an equitable environment that is mixed across lines of difference and strongly encourages applications from Black, Indigenous, People of Color, women, transgender and non-binary candidates.  This position will remain open until filled and until a diverse and qualified pool of candidates is identified. Applicants from populations underrepresented in the theater field are strongly encouraged to apply.

PRIMARY DUTIES AND RESPONSIBILITIES
1. Guest Services Operation

  • Support the Director of Guest Services with training and scheduling of staff to ensure that the building is adequately staffed based on operational needs and working within budgetary constraints.
  • Work with the Volunteer Manager to determine volunteer needs for Guest Services.
  • Onboard, train and schedule volunteers to support Guest Services activities.
  • Welcome and support school groups with Group Sales and the Education department.
  • Serve as back-up for Guest Services Generalists and the Accessibility Coordinator.
  • Be a visible presence in the Guthrie’s public areas for staff and visitors as appropriate.
  • Act as a brand guardian at all times. This includes ensuring the events and front of house areas are as well presented as possible in terms of cleanliness and maintenance.
  • Complete other duties as assigned.

2. Guest Service

  • Work with the Director of Guest Services and the Director of Audience Services to develop organization-wide guest service policies.
  • Work with the Director of Guest Services, Director of Audience Services and Audience Services Coordinator to train all guest-facing staff in adhering to the guest service and health and safety policies to ensure that they are maintained at a consistently high standard through ongoing training, monitoring and evaluation.
  • Ensure that all visitors using the building are given an exceptional level of customer service.

3. Leadership and Supervision

  • Foster a work environment incorporating the Guthrie values of Artistic Excellence, Community, Equity, Diversity and Inclusion, and Fiscal Responsibility.
  • Oversee department staff in delivering all aspects of Guest Services on a day-to-day basis.
  • Motivate the Guest Services team to deliver team objectives.
  • Coach and develop staff members by providing constructive feedback; facilitate conflict resolution among employees; ensure adherence to legal and organizational policies and procedures and undertake disciplinary actions if the need arises; when required, complete all annual performance evaluations on a timely basis.
  • Manage and run regular training for the Guest Services team with a specific emphasis on providing a high level of customer service.
  • Manage the recruitment of Guest Services Associates ensuring that the team appropriately reflects the diversity of our local community.

4. Building Operation

  • Liaise with the Director of Facilities regarding the state of repair of the Guthrie’s fixtures and fittings and support proactively identifying future building needs.
  • Liaise with the Environmental Services Manager ensuring day-to-day cleaning issues are dealt with appropriately.
  • Work with various department managers and directors to arrange and support the set-up of rooms for events and activities as required, and ensure resetting afterwards.

5. Health and Safety

  • Take responsibility for health and safety of guests while on duty in the building and inform the Director of Guest Services when health and safety issues are not being addressed properly.
  • Take responsibility for fire and security procedures while on duty in the building.
  • Liaise with other staff to ensure that there are relevant risk assessments in place in relation to the audience and other building users. Write risk assessments as necessary.
  • Support the Health, Safety and Security Manager to ensure that all supervised staff are familiar with the building’s fire drills and security procedures and that staff receive regular fire awareness and first aid training as required.

ESSENTIAL KNOWLEDGE AND QUALIFICATIONS

  • Prior experience managing and leading guest services experiences in a dynamic environment.
  • Demonstrated ability and experience problem solving, responding to and resolving guest requests or concerns.
  • Experience leading and establishing communication standards for a guest services team that includes providing polite and professional interactions with guests and colleagues.
  • Ability to effectively communicate in English, both orally and in written form. Additional fluency in other languages is beneficial.
  • Experience supervising, mentoring and leading direct and indirect reports.
  • Prior experience with computerized ticketing preferred but not required.
  • Proficient in Microsoft Office Suite (Word, Outlook).
  • Demonstrated ability to manage multiple priorities and maintain composure during stressful situations.
  • Ability to concentrate effectively in a busy environment.
  • Ability and willingness to follow all emergency procedures.
  • CPR training a plus but not required.
  • Experience, ability, and commitment to working with individuals and teams that are mixed across lines of difference such as race, gender-identity, sexual orientation, religion, ability, age, class and immigrant status.
  • Must be willing and able to work flexible hours/days, including evenings and weekends, reflective of the dynamic schedule of the theater.

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.

A NOTE FROM HUMAN RESOURCES
Applicants must submit the following to be considered for the position:

  • Cover letter
  • Resume

Apply online here: https://recruiting.ultipro.com/GUT1000/JobBoard/47c392e4-6d7f-1e47-226b-ee862ea48cfb/OpportunityDetail?opportunityId=c627fda3-5987-4907-bc13-fa9536605458

To apply for this job please visit recruiting.ultipro.com.

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