Guest Services and Retail Associate — Guthrie Theater

Guest Services and Retail Associate
Department:
Guest Services

Reports to:

Assistant Director of Guest Services & Director of Retail and Merchandising
Compensation: $16.46 per hour
Benefits:
Non-Benefits Eligible
This position is represented by a collective bargaining agreement with IATSE Local 13.

The Guest Services and Retail Associate provides customer service and answers questions, working both in the Guthrie Store and Guthrie’s public spaces. The Guest Services and Retail Associate will maintain a thorough working knowledge of the facility, the plays, special events, and ancillary programming to provide excellent guest service. This role also plays a key role in welcoming all guests and maintaining guest materials, as well as retail based.

Retail work includes opening and closing functions, cash handling/sales transactions, and store maintenance.

This position is part-time (up to 25 hours per week) and non-exempt. Compensation for this position is $16.46 per hour. Consistent availability to work flexible hours/days, including evenings and weekends, reflective of the dynamic schedule of the theater, is required. A minimum of three shifts per week are required.

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.

• Make a great first impression by welcoming and engaging all guests to the Guthrie in a friendly and helpful manner as they enter the building.
• Be an effective and informed brand ambassador of the Guthrie, including a working knowledge of Guthrie history, programs, way finding and accessibility services.
• Provide exceptional service to patrons of the Guthrie. Take every possible step to ensure that visitors have a positive experience.
• Answer general questions about the Guthrie, its policies and procedures, and the neighborhood and community.
• Inform customers about the Guthrie Store and merchandise, including showcasing new arrivals and best sellers.
• Respond to guest questions and concerns in a prompt and courteous manner.
• Monitor the conduct of guests in all public spaces in cases of policy violations and/or unruly behavior.
• Follow reporting process for any problematic incidents that occur.

2. Operational Support

• Conduct regular walk-throughs of the store and/or public spaces.
• Ensure restrooms and lobbies are clean and well-stocked and reset lobby furniture as needed.
• Work the point-of-sale system accurately and efficiently.
• Maintain the sales floor, including restocking merchandise, tidying and cleaning.
• Complete assigned projects such as displays refresh, online order fulfillment, storeroom maintenance, physical inventory counts, etc.
• Foster a work environment incorporating the Guthrie values of Artistic Excellence;
  Community;
  Diversity, Equity, Inclusion, and Accessibility; and Fiscal Responsibility.

Essential Knowledge and Qualifications

• Demonstrated proficiency providing guest or customer service in a dynamic environment and has a strong history of attendance and punctuality.
• Can continuously present a polite and professional demeanor when interacting with guests and colleagues.
• Can manage multiple priorities, maintain composure and concentrate effectively in a busy environment and/or in stressful situations.
• Can effectively communicate in English, both orally and in written form.
• Familiar with Microsoft Office Suite (Word, Outlook) or like software.
• Can initiate and follow emergency procedures if needed.
• Consistent availability to work flexible hours/days, including evenings and weekends, reflective of the dynamic schedule of the theater. A minimum of three shifts per week are required.
• Can move from area to area and perform different tasks as needed. Can use a step stool/ladder to reach heights, lift/move/carry up to 30 pounds, pick up items from the floor, twist/bend, and stand for long periods of time throughout a work shift.
• Experience with and commitment to working with individuals and teams that exemplify diversity of identity, experience, and perspective, including but not limited to race, color, gender, gender identity, gender expression, age, family and/or marital status, creed, religion, ancestry, disability, national origin, sexual orientation or sexual identity, veteran status, genetic information, pregnancy, body size/type, status with regard to public assistance or any other basis protected by federal, state or local law.

The Guthrie relies on the talents of many artists and staff, both on and off the stage, to create powerful works of theater at the Guthrie. We are dedicated to building an equitable environment that is mixed across lines of difference. Acknowledging…