Lead Guest Services Associate
JOB TITLE: Lead Guest Services Associate
REPORTS TO: Guest Services Manager
FLSA Status: Full-Time, Non-Exempt
COMPENSATION RATE: $19.75/hour
UNION STATUS: IATSE Local 750
LOCATION: 170 N Dearborn St., Chicago, IL 60601
POSITION SUMMARY:
The Lead Guest Services Associate is an integral part of the Goodman Theatre’s Guest Services department. This position is responsible for maintaining the efficient operation of the information desk located in the Goodman lobby with a focus on proactively anticipating the needs of all guests. The Lead Guest Services Associate is also responsible for supporting all accessibility programing. This is a full-time position with regular evening and weekend hours. The position is hourly, with an employee benefits package.
RESPONSIBILITIES:
- Assists the Guest Services Manager in training Guest Services Associates
- Maintain Guest Services office and desk to ensure it is functional and organized
- Greet and welcome all guests
- Consistently offer professional, friendly and engaging customer service
- Identify and anticipate guests’ needs
- Offer assistance to all patrons with disabilities
- Assist with preparation for and operation of accessibility performances
- Research opportunities to expand and/or improve accessibility programing
- Answer guest inquiries about services, facilities and box office
- Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
- Verify proper logging and delivery of packages, mail and messages
- Provides support in accurate recordkeeping and database management
- Follow all security and safety policies/procedures, especially emergency procedure(s) and assist as needed
- Complete the opening & closing procedures of the facility
- Perform other duties as assigned
QUALIFICATIONS & EXPERIENCE:
- 2-3 years of guest-related experience in a high-volume setting. Hospitality experience preferred
- Must possess outstanding guest relations with sophisticated verbal and communication skills
- An understanding of business casual/professional uniform practices in a hospitality setting
- Commitment to accessibility and knowledge of accessibility issues
- Computer literate in Microsoft Windows applications
- Knowledge of access control procedures and database management
- Highly responsible and reliable
- Ability to work in a fast-paced environment
- Strong interpersonal and problem-solving abilities
- Ability to stand and/or walk throughout an entire shift
- Capable of lifting up to 50 lbs.
- Model behavior and values consistent with Goodman’s Community Agreements and furthering Goodman’s IDEAA (inclusion, diversity, equity, anti-racism and access) goals
BACKGROUND:
Chicago’s theater since 1925, Goodman Theatre is a not-for-profit arts and community organization in the heart of the Loop, distinguished by the excellence and scope of its artistic programming and community engagement. The theater’s artistic priorities include new play development (more than 150 world or American premieres), large scale musical theater works and reimagined classics.
We at Goodman Theatre believe that a diversity of people, ideas and cultures in our organization enriches both the art on stage and our civic engagement. In our workplace, we strive to reflect the communities we serve, and make space in which everyone is empowered to bring their full, authentic self to work. The Goodman values equity, diversity and inclusion and is committed to approaching our work through the practice of anti-racism. Learn more at GoodmanTheatre.org/Accountability
ADDITIONAL INFORMATION:
Goodman Theatre is an equal opportunity employer and considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status. By dedicating itself to three guiding principles- quality, diversity and community- the Goodman Theatre seeks to be the premier cultural organization in Chicago, providing productions and programs that make an essential contribution to the quality of life in our city.
The Goodman is an inclusive and accessible employer. Successful candidates will have experience working with diverse groups of people and will demonstrate a deep commitment to advancing equity and inclusion at the Goodman Theatre.
HOW TO APPLY:
Individuals are invited to submit a cover letter and your resume by following this link to our application. No phone calls, please.
