Concierge Specialist

Broadway.com Concierge Specialist

The John Gore Organization is the leading presenter, distributor, and marketer of Broadway theatre worldwide. Under the leadership of theater producer and owner John Gore, its family of companies includes Broadway Across America, Broadway.com, The Broadway Channel, BroadwayBox.com and Group Sales Box Office. Its productions span Broadway, Off Broadway, London's West End, Japan and 48 North American markets. It has won Tonys in every producing category as well as numerous other Drama League, Drama Desk and Olivier awards.

We are committed to developing an inclusive and supportive culture, where employees have equal opportunity for growth.

$25.00/hour

FLSA Status: Non-Exempt

Summary

The Broadway.com Concierge Specialist delivers exceptional service to Broadway.com customers across the globe. This front-line position serves as ambassador and advocate for first-time Broadway visitors and seasoned patrons alike, offering knowledgeable recommendations for show and seat selections in addition to pre- and post-show guidance, including hotel, restaurant, transportation and sightseeing recommendations. The ideal candidate is passionate about customer service, detail-oriented, and thrives in a fast-paced, performance-driven environment where guest satisfaction is the top priority.

Duties and Responsibilities

• Serve as the primary contact for new sales and post-purchase assistance, providing friendly, knowledgeable, and efficient assistance via phone and email.
• Assist with expert recommendations on show content, theater layouts and seating, as well as restaurant, hotel, transportation and tourism tips.
• Deliver proactive communication and personalized support for extenuating circumstances such as last-minute star absences, performance schedule changes, partial-view designations and more.
• Identify and escalate trends, guest feedback, or system issues to help improve processes and service quality.
• Participate in weekly team meetings, seminars and training events as scheduled
• Special Projects as determined by the Guest Services Senior Supervisor or Supervisors

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Cooperation
  • Establishes and maintains effective relationships
  • Active listener
  • Offers assistance and support to co-workers
  • Works cooperatively in group situations
• Adaptability
  • Able to work around unexpected changes of circumstance or workload
  • Modifies a planned course of action based on new circumstances
  • Changes communication style to achieve the best results
• Functional Competencies
  • Looks for ways to improve and promote quality
  • Demonstrates accuracy and thoroughness
• Team Orientation
  • Fosters team cooperation
  • Understands team roles and responsibilities
  • Supports group problem solving

Qualifications aka KSAOs

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, the requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 13 years of experience in customer service, hospitality, or entertainment industries.
• Strong verbal and written communication skills.
• Excellent attention to detail with proven problem-solving abilities.
• Proficiency in CRM systems (e.g., Salesforce) and ticketing platforms preferred.
• A positive, team-oriented attitude and an ability to remain calm and resourceful under pressure.
• Passion for live entertainment and delivering memorable guest experience.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to:

• Work overtime on evenings, weekends, and holidays as needed

Acknowledgement

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Employees will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

We offer competitive compensation including Vacation and Holiday Pay, health & welfare benefits, and a 401(k) retirement plan.

Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa.

EQUAL EMPLOYMENT OPPORTUNITY

The John Gore Organization is an equal opportunity employer and affords equal employment opportunity to all applicants regardless of race, color, religion, gender, creed, national origin, age, disability, sexual orientation, veteran status or any other legally protected classification under local, state or federal laws.

HIRING PRACTICES

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification or position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

The John Gore Organization's recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. The John Gore Organization may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, Internet recruiting, job fairs, college recruiting and search firms.