Coordinator, Guest Services

Position Summary  The Coordinator, Guest Services is responsible for assisting with the administration and organization of front of house operations in our continuing effort to deliver exceptional customer service while also maintaining financial profitability. The Coordinator will engage, lead and direct the Dr. Phillips Center Volunteers. Responsibilities Remain knowledgeable of all arts center activities; make operational adjustments to meet the needs of performances, events and guests.  Able to quickly diagnose concerns and adjust on the fly based on last minute changes (i.e. internal needs and external events).Volunteer Coordination: Assist in recruiting, hiring, training, supervising, scheduling, developing and engaging all Guest Services volunteers.  Maintain the volunteer database; import/export volunteer information; actively engage team via bi-weekly newsletters; and track service hours, service milestones and incentives.   Assist in coordinating Volunteer Appreciation activities (end of year celebration and Volunteer Appreciation Week activities).  Assist in creating and delivering annual customer service refresh training to all FOH staff (paid and volunteer).  Act as LOD (leader on duty) for events and performances when needed Ensure FOH spaces are prepared and meet visual standards for all ticketed events and rentals.Oversee reporting of post-show surveys, ensure timely guest follow up and resolution of issues and concerns.  Utilize post-show survey data to monitor and assess service and satisfaction trends; evaluate and address issues and recommend operational improvements; implement agreed upon plans.  Document colleague performance concerns in a timely manner, following all arts center guidelines.Assist in advancing merchandise sales; determine suitable location and line management support based on average per capita and number of sales transactionsFinancial responsibilities to include: drafting quotes, coding invoices, completing expense reports, and submitting check requests for the department.  Facilitate department purchases according to company guidelines and assist in maintaining the departmental budget.Serve as initial contact for guest issues, complaints, inquiries, feedback, and solutions via face to face interactions, phone, and email communication.  Respond to guest concerns in a professional, proactive, and timely manner; track all service recoveries in Tessitura; and escalate concerns as needed.  Provide weekly/monthly reporting to management. Attend all required logistics and arts center meetings and events.  Update and maintain accurate information in department specific database systems (i.e. Tessitura, ArtsVision, Dayforce and Volgistics).  Respond to, manage, and track communications with colleagues and guests. Complete required reports and administrative processes.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 customers, some of whom will require high levels of patience, tact, and diplomacy. Maintain Dr. Phillips Center standards of customer service at all times.Other duties as assigned.  Knowledge and ExperienceBachelor’s Degree preferred.  At least 2 years of experience with increasing responsibility in entertainment or hospitality industry in a guest facing role.  At least 1 year of experience leading and working with volunteers. Certificate in Volunteer Management is preferred. Efficient and effective verbal and written communication skills.  Must be comfortable speaking with large groups and facilitating large group training/meetings.  Familiarity with computerized ticketing systems, access control software (i.e. ticket scanners), venue calendars, and staff scheduling/time clock systems.  Proficient in current rules governed by the Americans with Disabilities Act as they pertain to access, seating, and service in public venues.Able to comprehend complex situations and identify successful resolutions. Able to adapt to change, work effectively under pressure, and produce results in a fast-paced environment.Detailed-oriented with an ability to prioritize tasks to meet competing needs and deadlines. Advanced knowledge of Microsoft Office Suite (Word, Excel, Powerpoint, Outlook).  Able to complete moderately complex mathematic functions. Able to read and follow financial procedures and ability to comprehend financial documents (budgets, payroll, merchandise sales reports, etc.).  Previous cash/credit handling experience preferred.  Strong ability to adapt to change, work under pressure, and produce accurate results in a fast-paced environment  Special Conditions of employmentThis position requires the ability to work a variable schedule, evenings, weekends, and holidays to meet operational needs.

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