Guest Services Supervisor - Part Time

Tennessee Performing Arts Center (TPAC) values staff diversity and actively encourages people from a variety of backgrounds with different experiences, perspectives, skills, and stories to apply in order to advance our nonprofit mission and enrich our organizational culture. All staff will work with others throughout the organization to implement and exemplify policies as part of TPAC’s commitment to diversity, inclusion, access, and equity. TPAC is a nonprofit performing arts organization and cultural anchor providing enriching arts experiences for all ages, empowering lifelong arts education programs, artistic expression reflective of our community, arts connections that support the local economy, and sustainable support for professional resident companies and local artists.

OBJECTIVES:

 The Guest Services Supervisor supports the front of house operations in all activities needed to provide a positive customer experience and to ensure patron safety. Working closely across TPAC departments and with external entities, this position supervises our front of house team that is positive, engaging, contemporary, supportive of the arts community, and representative of TPAC’s core values.

 PRIMARY RESPONSIBILITIES

• Supervise Usher & Volunteer teams for assigned theater performances to create a memorable, safe, and engaging environment for guests, staff, and TPAC Management.
• Working with the Guest Services Department to maintain a safe, inclusive, welcoming, and positive work experience for both the Ushers & Volunteers.
• Inspect and ensure that all theater pre-checks are complete, and report concerns to department and/or venue management.
• Responsible for opening and closing Theater spaces, including public address announcements and ensures that venue procedures are enforced.
• Ensures proper inventory, use, and maintenance of department equipment (Ticket Scanners, Radios, etc.) for event shifts and staff.
• Communicate with various Event Operations Teams on opening of the theater, event timing along with any concerns that would effect the show.
• Listen to guest inquiries and resolve any issues in a helpful, respectful, responsive, and professional manner. Report various audience issues to the Guest Services Manager on Duty.
• Supports Guest Services Management & TPAC’s Accessible Services Team.
• Assist Guest Services Manager and Security and Safety Manager with leading theater evacuations as needed.
• Attend to guest injuries – both life threatening and non-life threatening with the support of TPAC’s Security and Safety Team.
• Support the Guest Services Team by working as Department Manager on Duty for certain performances.
• Creating and maintaining an electronic Guest Services report for the event.
• Making sure to update the staff in pre-show meetings and during your rounds with additional changes for that event.
• Guest Services Supervisors may occasionally flex into the Usher role as needed to support event operations.

The above listed duties are not all inclusive.  This position is expected to perform other work related duties as assigned even though they may not be considered primary duties

 SKILLS AND KNOWLEDGE

Required:

• Shift availability of 3-4 shifts a week. Shifts on average are 5 hours.
• Strong verbal communication and leadership skills.
• Excellent customer service skills.
• Solid working computer knowledge of standard computer applications including MS Word, Excel, & Outlook.
• Personal email/computer access for scheduling.
• Supervisory experience

 Preferred:

• Customer service and/or venue experience with positive attitude and the ability to thrive in a fast-paced environment.  
• Ability to manage crowds and remain calm in stressful situations.
• Previous Venue Security experience
• Bilingual
• Enjoys working with the public

 SOFTWARE AND SERVICES USED

Microsoft Office Suite, Google Office Suite, ADP Workforce Now, and personal email application(s).

 FREQUENT FUNCTIONS AND WORKING CONDITIONS

 Frequent Functions:

• Face to face contact with guests and other employees.
• Utilizing a two-way radio via an earpiece.
• Standing and being stationary for long periods of time.
• Ascending and descending flights of stairs and working at high elevation for long periods of time.
• Working in the dark with loud noises, flashing lights, theatrical haze, and other special effects.
• Utilizing electronic ticket scanners that require the use of physical buttons and touch screens.

 Occasional Functions:

• Lifting and moving program boxes up to 30 lbs.
• Hand dexterity in regard ticket scanners.
• Bending and stooping.
• Ability to work outside in all weather conditions including hot and cold temperatures.

 TPAC is an Equal Employment Opportunity employer. All aspects of the employment process will be merit-based and applied without discrimination on the basis of race, color, religion, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship or other protected characteristic