Description

Milwaukee Rep seeks Guest Services Associates (GSA’s) for the 2023/24 Season. Associates are trained and assigned to work at the Guest Services Desk and the Gift Shop in our largest theater venue, the Quadracci Powerhouse Theater. In addition, GSA’s will serve as a Front of House representative for Milwaukee Rep at our annual production of A Christmas Carol at the Pabst Theater. 

Guest Services Associates 

• Ensure that Rep guests have a superior experience at Milwaukee Rep
• Review key information around Rep productions and programs in order to answer questions from ushers and guests
• As a part of the Front of House team, you are responsible for evacuation and emergency procedures, putting the safety of the guests, ushers and other staff before everything else
• As part of shift tasks, monitor and maintain cleanliness of public areas, including the theater, all areas of the lobby, restrooms, Donor’s Lounge and areas directly outside the main lobby
• As part of shift tasks, make sure Gift Shop is restocked, cleaned and ready for the public 
• Monitor lobby displays and furniture in lobbies to make sure all are in their appropriate locations pre-show, during intermission, and post-show, and that all are in good working condition and that materials are fully stocked
• Scan guest tickets and sign out Assisted Listening Devices and trouble shoot devices to make sure they are in working order
• Work in Rep Gift Shop helping guests with questions and purchases 
• Provide information and answer guests questions
• Communicate feedback from guests to the House Manager
• Assist with seating of late patrons and provide assistance to guests with concerns regarding access and ADA compliance
• Complete and submit necessary close of shift reports including Gift shop close out. 
• Attend mandatory Front of House trainings and meetings
• Other assignments as assigned 

Requirements

Technical Knowledge and Experience: 

• High School diploma (or GED); college experience preferred
• Experience working in customer service, ideally in special events or the performing arts
• Must be computer literate and familiarity with Microsoft Office Products in a PC environment is ideal 
• Must possess excellent customer service skills 

Additional Knowledge, Skills and Abilities:

• Must have excellent organizational skills, including the ability to multi-task and maintain a high level of attention to detail
• Ability to remain calm and efficient in a busy and sometimes stressful work environment
• Excellent interpersonal communications skills (written and verbal) with demonstrated ability to resolve guest issues and conflicts in a positive, pleasant and professional manner
• Demonstrated ability to meet deadlines, solve problems quickly and work well under pressure
• Capable of working and thinking independently while also being a collaborative team player

Additional Requirements: 

• Ability to pass a background check in accordance with state and/or federal laws
• Ability to stand and/or walk throughout an entire shift and lift up to 50 lbs., unassisted
• Must be available for weeknight and evening work

Milwaukee Rep Values Employees Who: 

• Communicate well with a diverse group of colleagues 
• Demonstrate an aptitude and eagerness to learn new skills and processes when necessary
• Solve problems and engage in creative thinking about challenges individually and in a group environment 
• Are able to accept and incorporate feedback
• Have excellent interpersonal, teamwork, and diplomacy skills and ability to be self-directed and take initiative
• Demonstrates an understanding of historical and institutional racism in the American theater and/or a willingness to commit to learning and to the mission, vision, and values of the theater in areas of Equity, Diversity, and Inclusion efforts both in the workplace and in our community