Theatre Concierge

Center Theatre Group

Los Angeles, CA

Position Description

 

POSITION TITLE: Theatre Concierge

REPORTS DIRECTLY TO: Audience Engagement Manager

DIRECT REPORTS INCLUDE: N/A

DEPARTMENT: Education and Community Partnerships

WORK SCHEDULE: (Full time/Part time) Part-time, typically nights and weekends

STATUS: Regular, Non-Exempt

COMPENSATION: (Hourly/Salary) Hourly

 

ABOUT THE COMPANY

We entertain. We create. We engage. We inspire. As one of the nation’s most influential nonprofit theatre companies, Center Theatre Group provides the broadest range of theatrical entertainment in the country at the Ahmanson Theatre, Mark Taper Forum, and Kirk Douglas Theatre. Whether it’s producing new work through our robust artistic development programs or engaging people of all ages across Los Angeles through our community and education programs, we put theatre at the center of it all.

 

The 180+ full- and part-time staff members who make all this possible are passionate about this place and their work. Whether it’s pre-show gatherings and Staff Nights at our theatres, meet-and-greets with cast and crew, or our annual holiday party, our staff is engaged with the art and one another. Center Theatre Group commits to creating a safe space where the values of diversity, equity, and inclusion permeate all levels and all aspects of our work. We aim to attract, nurture and retain staff in a supportive home where we can be our best selves. We celebrate our commonalities and embrace our differences in order to ensure that everyone has access to our work onstage, behind the scenes, and in the community.

 

POSITION SUMMARY: The Theatre Concierge practices consistently exceptional customer service in order to fulfill Center Theatre Group’s commitment to an engaging and transformative patron experience. Playing an integral role in Center Theatre Group’s mission and overall goals to actively and positively engage with audiences and community, the Concierge collaborates with many different people and departments within Center Theatre Group to welcome and connect with audiences through exceptional experience of radical hospitality before, during, and after performances. We define radical hospitality as the practice of placing the highest value on human relationships, of actively dismantling barriers which prevent an inclusive community, and of engaging regularly in the process of uncovering connections between artist and audience.

 

PRIMARY RESPONSIBILITIES:

  1. Ensure audiences and community members have an exceptional experience at our theatres.
    1. Welcome the audiences to the performance and guide them through an exceptional patron experience.
    2. Perform all of the tasks necessary to running a smooth and accommodating front-of- house experience, including ticketing, seating, and maintaining a pleasant aesthetic in the lobby and house environment.
    3. Provide patrons with show materials, including programs, resources, and content advisories.
    4. Ensure the safety of the audience and the venue by controlling access to private spaces, and by maintaining a knowledge of emergency procedures.
    5. Address, follow through, and resolve issues that may prevent the audience from engaging with the performance.
    6. Listen to and learn from audiences in order to respond to undiscovered opportunities to refine the audience experience.
    7. Share observations of the audience experience to create responsive and timely feedback loop to improve procedures and systems.
    8. Provide suggestions on effective audience and community engagement strategies and tools to support quality service and programming.

 

  1. Support audiences in connecting with Center Theatre Group and our shows.
    1. Articulately, enthusiastically and accurately represent Center Theatre Group, educational goals and content of programs and services.
      1. Provide accurate and helpful basic information on Center Theatre Group in general.
      2. Consciously and continuously promote the mission, values, programs and impact of the organization.
  • Maintain awareness of Center Theatre Group productions and programming.
  1. Inspire the audience to participate more deeply in the Center Theatre Group community and provide recommendations when appropriate
  2. Be knowledgeable about the community adjacent to the theatre (parking, restaurants, community activities, etc.)

 

  1. Support audiences in preparing for the experience of the show.
    1. Have working knowledge of key details about each Kirk Douglas Theatre production
    2. Be an ambassador for audience engagement by facilitating lobby activities, maintaining a knowledge of lobby installations and displays, and instigating and participating in conversational engagement with our patrons.
  • Be ready to talk to patrons, whatever their entry point, about the performance, the theatre, and the community, in a way that is knowledgeable, inviting, and exciting.
  1. Contribute to the team’s knowledge about the show by researching new and intriguing topics relevant to the performance, the theatre, and the community.
  2. Stay abreast of best practices, field work and effective models and tools for delivering high quality theatre experiences.

 

  1. Support overall department and companywide efforts.
    1. Assist the House Manager in completing projects and tasks.
    2. Participate in community events as
    3. Update, assist, and collaborate with other departments and staff regarding Kirk Douglas Theatre productions and events.
    4. Describe the audience experience at each performance through a written report to be shared with key staff.
    5. Perform other duties as required.

 

Center Theatre Group provides a dynamic working environment in which duties and responsibilities may change. Employees are expected to be flexible and responsive to changes in the scope of their duties. All employees are expected to be familiar with and adhere to Center Theatre Group’s Personnel Policies and Procedures.

 

QUALIFICATIONS:

Knowledge and Essential Skills

  • Must be community oriented: This position is on the front lines of Center Theatre Group’s relationship with its audience. Must be able to effectively and calmly deal with a multitude of audience concerns while maintaining Center Theatre Group’s principles of community and safety policies.
  • Must be a master of conversation: must be able to converse with anybody in every situation in a compassionate manner and with respect. Must be able to listen carefully to what others are saying and intend to
  • Must have a passion for theatre and a working knowledge of the art of theatre.
  • Must possess an intellectual curiosity, and a desire to learn about the theatre and the Center Theatre Group community.
  • Must have the courage both to initiate and participate in welcoming conversations with unfamiliar people of every
  • Must radiate compassion, excitement, and charisma.

 

Minimum Requirements: Essential functions and abilities

  • Physically able to climb stairs.
  • Physically able to stand for the duration of the work shift.
  • Physically able to lift and carry 30lbs.
  • Able to work with multiple priorities in a fast-paced environment.
  • Possess excellent verbal and written communication skills.
  • Proficient with computers and mobile technology, including familiarity OSX, iOS, Windows, and social networking

 

Education, Experience and Licensing

  • Practicing theatre artists preferred (any theatre vocation).
  • Experience meeting and leading people.
  • Demonstrated ability to work effectively with the

 

NOTES

  • Candidates MUST be able to pass a background check.
  • Center Theatre Group is not able to provide relocation assistance for this position.

 

COMPENSATION

The position will receive a competitive compensation.

 

TO APPLY

Sell yourself by writing a cover letter that describes why you’re the best person for this job.

Send resume and cover letter along with salary desired to: ctgjobs@ctgla.org. Please be sure to include the position title in the subject line of the email. Due to heavy volume of resumes received, emails that do not include the job title in the subject line of the email may not be considered.

 

In your cover letter, please indicate how you became aware of this position, e.g., name of website, current employee, via another source.

 

NO PHONE CALLS PLEASE.   We will contact qualified individuals to set up interviews.

 

Center Theatre Group is an equal opportunity employer and does not discriminate against any applicant on the basis of race, religion, sex, sexual orientation, gender identity, marital status, color, ancestry, disability, age, national origin, pregnancy, veteran/military status, genetic information or any other basis prohibited by law. CTG will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance. We support, promote and embrace a diverse workforce.

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