Department:   Audience Services 

Reports To:   Manager of Concert Enhancements, Concessions & Special Events 

Classification:   Nonexempt 

Status:   Part-time 

Wage Range:  $18.50 - $20.00 

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 demonstrating proficiency on computerized point-of-sale system; by assuming fiscal responsibility for transactions; by assisting with the training and mentoring of other concessions staff; and by assisting the Audience Services Management Team with department related projects. 

Monitor and maintain quality service levels by assuming a leadership role in the supervision of bartenders and concessions staff; by managing the bar locations at Minnesota Orchestra, Rental, and Association sponsored events; and ensure guest satisfaction by providing correct, prompt service in a friendly, welcoming manner.

Essential Functions:   

General supervision of part-time employees 

• Assist with department related projects and tasks, including participation and delegation, monitoring for accuracy and tracking progress through completion 
• Address staff policy violations and/or conflicts, taking appropriate, immediate action and reporting details to the full-time Manager on Duty 
• Assure all employee checkouts and banks are complete, accurate, and balanced; resolve any discrepancies 
• Assist with the training and mentoring of Concessions team 
• Welcome other team members to observe customer interactions 
• Demonstrate excellent customer service techniques and precise knowledge of products 
• Update and remind staff of current products and policies   
• Patiently and accurately answer questions regarding event/facility information, patron concerns, etc. 
• Coach and train Audience Services employees as needed, providing input for evaluations  
• Monitor the service and sales transactions of concessions staff determining when assistance and/or intervention is necessary to ensure exemplary customer service  

Sales and Customer Service 

• Sell merchandise and concessions at Express Bars and Merchandise cart or other ad hoc locations on behalf of the Minnesota Orchestra and associated guest artists. 
• Adhere to city, state and federal regulations regarding checking proper identification for consumption of alcoholic beverages and providing tip declarations as required. 
• Set up, maintain and clean assigned sales location. 
• Assist with fulfilment of mobile service orders. 
• 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 event information 
• Update and remind staff of current products and policies 
• Understand and demonstrate proficiency in computerized point of sale system. 
• 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. 
• Provide assistance in a medical emergency including notification of house and medical personnel and provide appropriate first-response care. 
• 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 Audience Services Management Team with departmental tasks/projects.

Minimum Qualifications, Skills, and Abilities:   

Education & Experience Required: 

• High School diploma or GED or equivalent required 
• Strong written and verbal English communication skills  
• Minimum of 1 year customer service experience  
• Minimum of 1 year supervisory experience. 
• Previous Serv Safe or Alcohol Awareness training preferred.  Yearly renewal is mandatory, and training is provided. 
• Previous First Aid/CPR certification preferred.  Bi-annual certification is mandatory, and training is provided.  
• Demonstrated organizational and time management skills with the ability to work independently and proactively seek out projects 
• Demonstrated ability to manage confidential and sensitive information, possess a high degree of personal integrity and sound judgment   
• Background in music and/or the arts preferred 

Technology/Equipment: 

• Proficiency in typing and computer software/hardware usage
• Point-of-sale system experience required 

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: 

• Stand at a desk, counter, or other work surface 
• Climb stairs, bend and stoop for portions of the 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
• Operate a computer, phone and other common office tools or controls
• 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
• Lift/move objects (such as files, packages, props, or office equipment) or ensure objects are lifted/moved that may weigh up to 50 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: 3:00PM-10:00PM

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.

Salary Description $18.50- $20.00 Per Hour