The historic Fulton Theatre, built in 1852, is a professional regional theatre company housed in a National Historic Landmark building located in downtown Lancaster, Pennsylvania. The Fulton’s mission is to create and produce exceptional theatre that moves the collective soul of our community and honors our national historic landmark. 

The Fulton Theatre produces a mix of comedies, dramas and musicals, employing the talents of professional directors, designers, playwrights from across the country. The Fulton also offers classes for children, teens and adults as well as numerous community engagement programs across the region.  

Job Summary

The Guest Services Associate will create positive relationships with customers; discover their needs and wants as they relate to Fulton Theatre’s events, subscriptions and related products and services.

Primary Job Duties

• Provide all guests a positive first impression by offering superior guest service
• Address customers enthusiastically, politely and  professionally; answer all inquiries thoroughly and accurately
• Follows established “11 Steps to Complete a  Reservation”; cross sells Fulton Theatre subscriptions, shows and products; uses approved scripted responses when answering questions and providing information and has thorough knowledge of the Fulton Theatre’s location, facilities, events and policies
• Maintain positive, enthusiastic and professional communication with customer throughout all contact, including inbound and      outbound calls and face-to-face interactions at the Box Office Window
• Cross promotes other Fulton Theatre products, including events and subscriptions
• Serve as guest services reservationist and perform all duties relating to the ticket purchasing process
• Receive and process orders for theatre tickets and utilize the Tessitura ticketing system to create individual show ticket reservations
• Print tickets, process ticket orders, copy, sort, file and mail order confirmations.
• Process ticket exchanges and other ticket requests
• Professionally conduct cash, check and credit card transactions.  Accurately balance cash drawer at the beginning and end of each shift
• Ability to work days, evenings and weekends
• Understands and adheres to the Guest Services and Fulton Theatre’s policies and procedures

Education and Experience

• High School Diploma - or the equivalent (for example, GED)
• Sales and Customer Service Experience 
• Tessitura or a similar CRM system experience preferred
• Computer proficiency; experience with Microsoft Office and G-Suite

Skills

• Excellent verbal and written communication skills, including ability to effectively communicate with customers
• Excellent customer service skills
• Ability to perform in a fast-paced, multiple  demand work environment, while maintaining a positive attitude
• Strong organizational skills and attention to detail

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

EEO Statement: 

Fulton Theatre employees are protected by federal laws, Presidential Executive Orders and other laws designed to protect employees from discrimination on the basis of race, religion, color, sex (including pregnancy and gender identity), sexual orientation, parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service or any other non-merit-based factor.  These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions and training and career development programs. 

Fulton Theatre employees are also protected against retaliation.  Consistent with federal laws, acts of retaliation against an employee who engages in a protected activity, whistle blowing, or the exercise of an appeal or grievance right provided by law will not be tolerated.  Fulton Theatre managers and supervisors are also reminded of their responsibility to prevent, document and promptly correct harassing conduct in the workplace.