About the role
Pay: $16.00 to $18.00 per hour
Description
Department: Audience Services Reports To: Events & Personnel Manager Classification: Nonexempt Status: Part-time Wage Range: $16.00 - $18.00 per hour Direct Reports: None
Position Summary
Facilitate a positive audience experience and promote the Minnesota Orchestra by upholding the Audience Services Department standards of service— advocacy, efficiency and courtesy; by keeping up to date on Orchestra Hall products, services, policies, and procedures; by assisting with the training and mentoring of other Ushers; and by assisting the Audience Services Management Team with department related projects.
Essential
Functions
Customer Service
Maintain and utilize complete and current information concerning Orchestra Hall products, services, facilities, policies, and procedures.
Communicate these items to customers and employees accurately and fairly
Understand event seating plan accurately communicate that information to customers
Keep appraised of concert information
Demonstrate the ability to work in all assigned locations and positions/shifts.
Able to explain emergency procedures upon request, act according to these procedures in the event of an actual emergency.
Uphold the Audience Services Department standards of service— advocacy, efficiency and courtesy.
Treat patrons as individuals with warmth and respect, while providing friendly, courteous and responsible service in an efficient manner
Ensure that both internal and external customers feel that they are the primary purpose of the Association’s business and that the Audience Services Department exists to satisfy customers
Recognize and acknowledge customer compliments, comments and concerns, collect sufficient information to determine the issue, take appropriate action and communicate to the appropriate person
Demonstrate enthusiasm about Orchestra Hall products and services and convey this enthusiasm to customers
Assist
with the training and mentoring of other
Ushers
Welcome other ushers to observe customer interactions
Demonstrate excellent customer service techniques and precise knowledge of products
Patiently and accurately answer questions regarding event/facility information, patron concerns, etc.
Assist Audience Services Management Team with departmental tasks/projects.
Performance Expectations: A successful employee will strive for excellence through:
Demonstrating a commitment to the MN Orchestra Values
Demonstrating integrity in actions and words
Professionalism in interactions
Ability to adapt to change
Creative and innovative problem-solving
Actively seeking answers for concerns and questions
Effective communication and customer service skills
Developing organizational skills and the ability to prioritize
Proactive, timely and accurate completion of tasks and responsibilities
Staying current on programming and organization-related information
Identifying and improving weaknesses in the department and self-performance
Requirements
Minimum Qualifications, Skills, and Abilities
Education & Experience Required
At least 16 years old
Strong verbal English communication skills
Previous customer service experience preferred
Background in music and/or the arts preferred
Work Environment and Physical and Mental Demands:
This position requires working onsite at Orchestra Hall in a lobby or other location within the facility, and occasionally in an outdoor environment for outdoor concerts, or other activities.
While performing the duties of this position, incumbents may be required to do all or some of the following, with or without accommodation:
Sit or stand at a desk, counter, or other work surface
Stand and walk with limited breaks for event shifts (up to 6 hours).
Climb stairs, bend, and stoop for portions of shift.
Talk and/or hear spoken words, music, or other sounds
Use hands or fingers to handle or touch objects around them
Review documents, monitors, or displays with potentially small print
Mentally focus on tasks and apply sound reasoning and judgement
Work in or attend meetings or other events in any of the Orchestra locations or other sites as necessary
Operate a scanner
Lift/move objects (such as files, packages, props, or office equipment) or ensure objects are lifted/moved that may weigh up to 15 lbs.
Availability:
Workdays and hours for this position will fluctuate based on the schedule of concerts or events and work deliverables. Schedules will be created in collaboration with the employee approximately 2-4 weeks in advance. Employees must be available for a minimum of 10 hours per week. Maximum scheduled hours will not exceed 32 hours. Worked hours will not average more than 30 hours per week over a calendar year. Overtime is not allowed unless approved in advance for special circumstances. Staff who average fewer than 30 Audience Services shifts in a year are open to review.
Shifts will typically occur within the following times on any day of the week including holidays:
Daytime: 8:00AM-5:00PM
Evening: 5:00PM-10:30PM
Required Meeting Attendance – We expect attendance at all scheduled meetings and training sessions, including active participation and following through in utilizing information communicated. (Examples: Audience Services meetings, review meetings, manager one-on-ones, job specific training meetings, etc.)
Equal Employment Opportunity
The Minnesota Orchestral Association is an equal opportunity employer and complies with all applicable discrimination laws. We recruit, hire, train and promote all persons without regard to race, color, sex, religion, national origin, sexual orientation, age, disability, creed, status with regard to public assistance or any other non-job related characteristic.