Audience Experience Associate

Department: Audience Experience
Status: Overhire / Per Event
FLSA: Non-Exempt
Reports to: Sen. Dir of Community Engagement & Audience Experience and Associate Director of Audience Experience

ABOUT ARENA STAGE

Arena Stage at the Mead Center for American Theater is a national center for American voices and artists. One of the country's largest not-for-profit theaters, Arena Stage was founded in 1950 in Washington, DC, and is dedicated to producing plays and musicals that reflect the breadth and diversity of the American experience. Through artistic excellence, community engagement, and education, Arena Stage seeks to welcome audiences from all backgrounds into a dynamic relationship with the arts.

POSITION SUMMARY

Audience Experience Associates serve as front-facing ambassadors for Arena Stage, welcoming patrons at points of entry and exit while supporting wayfinding, digital ticket access, accessibility tools, gift shop operations, and general guest information. This role helps create a warm, organized, and confident audience journey by assisting patrons as they navigate the building from arrival through departure.

Audience Experience Associates also support late seating in partnership with the House Manager, assisting with patron escorting, audience flow, and logistical support as directed. In coordination with the Associate Director of Audience Experience and House Managers, Associates may also support ticket scanning and other Front of House operations as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Guest Welcome and Hospitality

• Greet patrons upon arrival with a welcoming, professional, and guest-focused presence.

• Offer clear and friendly guidance during arrival periods to help set the tone for each guest's visit.

• Provide closing greetings and directional support as audiences exit.

• Support post-show traffic flow by directing patrons to restrooms, exits, rideshare areas, and post-show events.

Guest Navigation and Wayfinding

• Provide directions to theaters, restrooms, elevators, accessible routes, and lobby amenities.

• Direct patrons to Box Office lines, digital ticket scanning locations, and theater entry points.

• Assist with wayfinding for Community Engagement activities, special events, rentals, and other public programs.

• Proactively identify guests who appear lost, confused, or in need of assistance.

Digital Ticket and Entry Support

• Assist patrons with locating and accessing digital or mobile tickets.

• Provide basic troubleshooting support, including screen brightness, QR code visibility, and email/ticket retrieval.

• Direct patrons to the Box Office staff for ticketing issues requiring further support.

• Assist with ticket scanning when needed and as directed by supervisory staff.

Accessibility and Patron Support

• Support patrons by providing captioning and basic assistance as needed.

• Share information about audio description, captioning, assistive listening devices, and other accessibility services.

• Serve as an initial point of contact for patron accessibility questions and escalate needs to House Managers when appropriate.

• Help maintain a welcoming and inclusive environment for patrons of all abilities.

Gift Shop and Visitor Services

• Support gift shop operations and merchandise sales as assigned.

• Help maintain an organized, clean, and welcoming visitor services area.

• Provide clear guidance regarding policies, timing, and item retrieval when applicable.

• Assist with general guest service and hospitality support needs as assigned.

Front of House Operational Support

• Support late seating procedures by guiding patrons to holding areas or assigned entry points.

• Follow established Front of House protocols and defer seating decisions to House Managers or other supervisory staff.

• Assist with audience flow and lobby management during peak arrival, intermission, and exit periods.

• Support special events, rentals, and other public-facing activities as assigned.

Communication and Team Coordination

• Communicate regularly with House Managers and Audience Experience staff regarding lobby conditions, patron needs, and operational updates.

• Escalate issues, concerns, or guest service challenges promptly and appropriately.

• Work collaboratively with ushers, Box Office staff, security, concessions, and other departments to support a smooth patron experience.

• Help maintain a calm, professional, and welcoming environment throughout the guest journey.

QUALIFICATIONS

• Strong interpersonal and verbal communication skills.

• Comfort assisting patrons with mobile technology and digital ticketing.

• Ability to remain calm, warm, and professional in high-traffic public settings.

• Strong customer service instincts and a hospitality-centered mindset.

• Ability to follow directions and work collaboratively within a Front of House team.

• Availability to work evenings, weekends, holidays, and special events.

PREFERRED QUALIFICATIONS

• Previous experience in customer service, hospitality, retail, visitor services, or live event environments.

• Familiarity with accessibility tools or willingness to learn.

• Experience working in a fast-paced public-facing environment.

PHYSICAL DEMANDS / WORK ENVIRONMENT

• Must be able to stand and move throughout the building for extended periods of time.

• Must be able to navigate stairs and public lobby spaces during active performance periods.

• Must be able to lift, carry, or move light materials related to guest service and lobby support.

• Work is primarily performed in public-facing theater and lobby environments with high guest volume and frequent activity.

COMMITMENT TO EQUITY, DIVERSITY, AND INCLUSION

Arena Stage is an equal opportunity employer and is committed to creating an inclusive environment for all employees. We strongly encourage applications from individuals of all backgrounds, experiences, and communities.