-
Role
Administration
-
Salary
$10.50
-
Hours
Various
-
Type
Part Time
-
Location
224 E Houston St
San Antonio
Texas
78205 -
Downloadable Job Files
No Files
-
New to ATG?
Apply Now
POSITION: Experience Guide
LOCATION: Majestic Theatre, Charline McCombs Empire Theatre and The Espee, San Antonio, TX
HOURS: Part-Time (partial shift), primarily evening hours, including weekends, and some holidays.
COMPENSATION: $10.5/hr
ABOUT THE POSITION
- Experience Guides are frontline customer service representatives providing exceptional service to all patrons.
- Reports to the Customer Experience Assistant Manager and their level House Manager.
- Will cross-train with Premium Experiences to provide superior support to Premium and GA guests alike.
- COVID vaccination and a commitment to COVID-safe practices are required.
Responsibilities:
- Pre-Event
- Attends pre-show meetings for event specifics, assignments and procedures.
- Ensures assigned area are presentable and ready to receive guests.
- During Event
- Answers guest inquiries and escorts patrons to appropriate areas.
- Directs guests to the appropriate seating location
- Has a working knowledge of ticket scanners and must be able to troubleshoot any ticketing or scanners issues in a timely manor
- Communicates to level House Manager any patron needs that may arise.
- Monitors areas throughout the event for safety concerns or trouble areas
- Anticipates patron needs, satisfies guest requests, and resolves guest issues quickly and efficiently.
- Maintains working knowledge of upgrade offerings and answers questions from existing or potential premium experience guests.
- Provides accurate event information to patrons (i.e., event details, general building knowledge and all building amenities).
- Provides support to Front of House when needed to quickly resolve patron issues or concerns.
- Other duties
Assists the level House Manager with any duties and tasks that may be assigned.
PEOPLE, PLACES, and THINGS
- Experience Guides have the honor of providing memorable moments to patrons of San Antonio’s beloved landmarks, the Majestic Theatre (1929), Charline McCombs Empire Theatre (1914), and the Espee (1902).
EXPERIENCE and SKILLS
The ideal candidate will have:
- The ability to monitor physical surroundings in assigned areas prior to and throughout the event for safety, cleanliness, and functionality.
- The ability to provide optimal assistance to patrons in an emergency or evacuation.
- The ability to understand and perform duties of assignment per established policies and procedures.
- The ability to take initiative to ask questions if uncertain of anything.
- The ability to read, communicate, and exchange information clearly with patrons & staff
- The ability to maintain high levels of professionalism while delivering an exceptional experience to event patrons.
- The ability to tolerate various noise levels and large groups of people.
- Professional appearance
- Engaging personality and a desire to exceed guest expectations
- The ability to demonstrates excellent communication and problem-solving skills with patrons and staff across all levels
- The ability to work well under stress and solve problems quickly and courteously.
COMPETENCIES
- High school diploma preferred.
- Must be 17 years of age or older at the time of hire.
- Previous Customer service experience is a plus
- Must have reliable transportation to report to work at the designated start of the shift
- Ability to ascend/descend multiple flights of stairs throughout the shift.
- Ability to ascend/descend stairs and maneuver throughout the theatre in dim or reduced lighting.
- Possess the ability to work in confined spaces throughout the shift, such as an elevator or spaces with a limited or restricted means of entry or exit.
- Must be able to work flexible hours, including nights, weekends, and some holidays.
- Must be able to work partial shifts which may exceed 2.5 hours.
- Must be able to work in all weather conditions.
- Must be able to stand for long periods of time
- Must be able to lift at least 30lbs
- Must be able to work a minimum of 3 Broadway and 1 non-Broadway events or 20% of events per month. (Number based on booked events. Failure to meet minimum work requirement after three consecutive months may result in termination)
ABOUT ATG
Nothing beats the energy and excitement of a great live performance. That’s why our mission is to bring the very best in music, theater, comedy, and more to the largest possible number of people. Since 1992, we’ve grown to be a world leader in live entertainment. 10 million people annually attend live performances at one of our 50 iconic venues across North America, the United Kingdom, and Germany. That number keeps growing. We partner with the world’s top creative talent and present critically acclaimed productions that have won over 80 Tony and Olivier Awards. We also operate some of the world’s most popular theatre ticketing sites, with 11 million and counting customers getting their tickets directly from us.
People are at the heart of our success. Our core values - Passionate, Smart, Collaborative, and Ambitious – are about our people. Thousands of people work for ATG worldwide, and their passion and commitment allow us to create outstanding live entertainment experiences.
To learn more about ATG, visit www.atg.co.uk/
ATG’S INCLUSION, DIVERSITY, EQUITY, & ACCESS MISSION STATEMENT
Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are passionate about the pursuit of true diversity and equality. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves. At ATG, we provide a stage for everyone.