Reports to: Assistant Director of Guest Services & Director of Retail and Merchandising

Compensation: $16.35 per hour

Benefits: Non-Benefits Eligible

This position is represented by a collective bargaining agreement with IATSE Local 13.

THE POSITION

The Guest Services and Retail Associate provides customer service and answers questions, working both in the Guthrie Store and Guthrie's public spaces. The Guest Services and Retail Associate will maintain a thorough working knowledge of the facility, the plays, special events, and ancillary programming to provide excellent guest service. This role also plays a key role in welcoming all guests and maintaining guest materials, as well as retail based. Retail work includes opening and closing functions, cash handling/sales transactions, and store maintenance.

This position is part-time (up to 25 hours per week) and non-exempt. Compensation for this position is $16.35 per hour. Consistent availability to work flexible hours/days, including evenings and weekends, reflective of the dynamic schedule of the theater, is required. A minimum of three shifts per week are required. Please note: This position works year-round and is not a summer-only position. You must be able to continue working beyond mid-September 2025.

The Guthrie is dedicated to building an equitable environment that is mixed across lines of difference and strongly encourages applications from Black, Indigenous, People of Color, women, transgender and non-binary candidates. This position will remain open until filled and until a diverse and qualified pool of candidates is identified. Applicants from populations underrepresented in the theater field are strongly encouraged to apply.

PRIMARY DUTIES AND RESPONSIBILITIES

Guest Engagement & Customer Service

Make a great first impression by welcoming and engaging all guests to the Guthrie in a friendly and helpful manner as they enter the building.
Be an effective and informed brand ambassador of the Guthrie, including a working knowledge of Guthrie history, programs, wayfinding and accessibility services.
Provide exceptional service to patrons of the Guthrie. Take every possible step to ensure that visitors have a positive experience.
Answer general questions about the Guthrie, its policies and procedures, and the neighborhood and community.
Inform customers about the Guthrie Store and merchandise, including showcasing new arrivals and best sellers.
Respond to guest questions and concerns in a prompt and courteous manner.
Monitor the conduct of guests in all public spaces in cases of policy violations and/or unruly behavior.
Follow reporting process for any problematic incidents that occur.

Operational Support

Conduct regular walk-throughs of the store and/or public spaces.
Ensure restrooms and lobbies are clean and well-stocked and reset lobby furniture as needed.
Work the point-of-sale system accurately and efficiently.
Maintain the sales floor, including restocking merchandise, tidying and cleaning.
Complete assigned projects such as displays refresh, online order fulfillment, storeroom maintenance, physical inventory counts, etc.
Foster a work environment incorporating the Guthrie values of Artistic Excellence; Community; Diversity, Equity, Inclusion, and Accessibility; and Fiscal Responsibility.

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Guthrie Theater

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Guest Services and Retail Associate