Experience Guide

LOCATION: San Antonio, Tx

HOURS: Part-time, primarily evenings, weekends & some holidays

ABOUT THE POSITION

The Majestic and Empire Theatres are looking for Experience Guides to join our Front of House and Event Staff Team! Experience Guides are front-line customer experience representatives, who work in conjunction with our House Managers and Ambassadors to provide superior patron experiences at our beautiful and historic venues. Successful applicants can expect a job that includes standing, roaming, great perks and exposure to some of the best entertainment in San Antonio!

PEOPLE, PLACES, and THINGS

• The Majestic Theatre (92 years) and Charline McCombs Empire Theatre (107 years) are two of San Antonio’s most beloved landmarks, located in the heart of Downtown.
• Experience Guides report to House Management and will work alongside the Ambassador teams.
• Experience Guides engage with Theatre patrons during events & performances to assist with Patron needs and improve patron experience wherever opportunities arise.
• Experience Guides will assist patrons with seating on all levels.
• Work as ticket scanners in the Lobby.
• Will assist in resolving Patron concerns (such as double-seatings or handling patron complaints and inquiries).

EXPERIENCE and SKILLS

• Previous Customer service experience is a plus!
• Ability to monitor physical surroundings in assigned area prior to and throughout event for safety, cleanliness, and functionality. Provide optimal assistance to patrons in an emergency or evacuation.
• Provide accurate information to patrons regarding venue logistics (i.e., location of ticket office, restrooms, concessions, etc.), Event details, & Venue/building history
• Respond quickly and courteously to patrons’ needs, questions, comments, or concerns with answers and/or action.
• Assist in program preparation and attending pre-event meeting for assignment and event specifics.
• Understand and perform duties of assignment, per established policies and procedures. Take initiative to ask questions if uncertain of anything.
• Support other Front of House teams, (House Management, Ambassadors, Security Staff) when and where necessary

COMPETENCIES

• Ability to read, communicate and exchange information clearly with Patrons & Staff
• Must be 18 years of age or older at time of hire.
• Must have reliable transportation for reporting to work at the designated start of the shift.
• Ability to maintain high levels of friendliness and a professional demeanor while delivering an exceptional experience to event patrons.
• Ability to tolerate moderate to very loud noise levels and moderate to large groups of people.
• Must have flexible schedule availability and the ability to work long hours, evenings, weekends, and holidays as needed.
• Must be available to work a minimum of 50% of events per month.
• Ability to ascend/descend multiple flights of stairs throughout the duration of the shift.
• Ability to ascend/descend stairs and maneuver throughout the theatre in dim or reduced lighting.
• Ability to work in confined spaces throughout the duration of the shift, such as an elevator or spaces with a limited or restricted means of entry or exit.
• Must be able to remain in a stationary position throughout duration of the shift and move/roam throughout the venue for a minimum of 5 hours at a time.
• Capacity to lift, carry and move items up to 30 pounds throughout the theatre on an occasional basis.

Current usher team members are welcome to apply!

Nothing beats the energy and excitement of a great live performance. That’s why our mission is to bring the very best in music, theater, comedy, and more, to the largest possible number of people. Since 1992, we’ve grown to be a world leader in live entertainment. 10 million people a year attend live performances at one of our 50 iconic venues across North America, the United Kingdom and Germany. That number keeps growing. We partner with the world’s top creative talent and present critically acclaimed productions which have won more than 80 Tony and Olivier Awards over the years. We also operate some of the world’s most popular theatre ticketing sites, with 11 million and counting customers getting their tickets directly from us.

People are at the heart of our success. Our core values - Passionate, Smart, Collaborative and Ambitious – are about our people. Thousands of people work for ATG worldwide and it’s their passion and commitment that allows us to create great live entertainment experiences.

ATG’s Inclusion, Diversity, Equity, & Access Mission Statement

A Stage for Everyone  

Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are passionate about the pursuit of true diversity and equality. We strive to make our venues beacons of these ideals in our communities.  Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves.  At ATG, we provide a stage for everyone.