Job Listings

Guest Services Associate

Severance Music Center (The Cleveland Orchestra) / Posted August 14, 2023

The Cleveland Orchestra is seeking a part-time Guest Services Associate who will provide our guests, patrons, and clients with outstanding customer service and support. As the “face” of our organization, the Guest Services Associate is a critical role. You will work closely with the Senior House Manager and Director of Guest Experience to implement the vision for the second century. You will play a key role in ensuring the safety and security of all our visitors at Severance Music Center.

The part-time schedule will be 4-hour shifts, four days a week.

You will have the opportunity to do the following in this role:

• Greet guests and provide them with superb customer service.
• Check guests in, notify MAA staff of guest arrival, and provide appropriate security badges.
• Ensure the front desk is neat, presentable, and equipped with all the necessary supplies, such as pens, forms, and paper.
• Answer all customer questions and direct complaints and give feedback to appropriate personnel.
• Report and document any safety concerns.
• Check the facility event calendar daily and ensure the facility is prepared by ensuring rooms are unlocked, lights are on, and gates are opened.
• Communicate with patrons about Severance Music Center policies, room locations, and events.
• Assist with Adella Helpline inquiries and responses.
• Assist with Rewards Program troubleshooting and customer service.
• Assist Retail Operations by processing orders and preparing for shipment. Stocking inventory in locations.
• Schedule public and private tour scheduling.
• Prepare weekly event briefing sheets.
• Prepare weekly parking schedule.
• Work with FOH Team with administrative duties such as guest service forms, ADA accommodations, and requests.
• Answer phone calls and direct callers to appropriate personnel.
• Maintain a line of communication between shifts and the Guest Services Manager by email and attending necessary meetings.

As the successful candidate, you will possess the following:

• High School Diploma or relevant qualification
• 1 to 2 years of experience in performing arts and/or front desk representative preferred
• Superior organizational skills and attention to detail
• Ability to manage multiple tasks simultaneously
• Excellent communication and interpersonal skills
• Demonstrated independent, mature judgment
• Ability to quickly assess and resolve conflict in a professional and diplomatic manner
• Ability to consistently maintain a professional image and demeanor
• Obtain and maintain active First Aid, CPR, and AED Certification; able to operate with high degree of calm and efficiency in emergency situations
• Knowledge of orchestral music/operations highly desirable
• Proficient with Microsoft Office

We offer part-time hours in beautiful Severance Music Center, complimentary concert tickets, and the opportunity to work with a world-renowned Orchestra.

The Cleveland Orchestra is proud to be an equal-opportunity employer that strongly supports and values diversity and fosters an equitable and inclusive work environment which includes accommodation. Applications from all qualified candidates are welcome, and individuals from all equity-seeking groups are encouraged to apply.

Interested candidates should apply on our website at https://www.clevelandorchestra.com/contact/auditions-careers/careers/