Primary Purpose:The Guest Experience Associate helps create a safe, welcoming, and efficient experience for visitors to the Kirkwood Performing Arts Center. This position provides customer service, supports concession and ticketing operations, maintains assigned guest-facing areas, and assists with event operations.When trained and specifically designated, the Guest Experience Associate may serve as Event Lead or Manager on Duty for designated events and make routine, time-sensitive operational decisions within KPAC policies and established procedures.SupervisionReports to the Assistant General Manager, General Manager, or designated supervisor. This position does not have regular formal supervisory authority.When designated as Event Lead or Manager on Duty, including during a shift, the employee may provide functional direction to part-time staff and volunteers, coordinate routine event operations, adjust staff assignments, and address immediate guest or facility concerns.Emergencies, patron removal, contract disputes, refunds or fee waivers, significant cash discrepancies, event cancellation, building-system failures, and policy exceptions must be referred to KPAC management, the on-call supervisor, or emergency services as appropriate.Essential Functions:Guest RelationsWelcome patrons and provide courteous, professional, and accessible customer service.Answer phones and respond accurately to questions about performances, tickets, facility policies, accessibility, parking, and other KPAC services.Address routine guest concerns with discretion and professionalism and refer complaints or unusual requests to the appropriate supervisor.Assist guests with seating, directions, accessibility needs, and other matters that may enhance their visit.Monitor guest-facing areas for spills, crowding, unsafe conditions, damaged equipment, policy violations, or service needs and take appropriate action within established proceduresConcession OperationsAssist with concession operations during busy periods or when assigned, including setup, stocking, order fulfillment, point-of-sale transactions, restocking, cleaning, closing, and resetting service areas.Prepare and serve alcoholic and non-alcoholic beverages, ice, cut fruit and garnishes, and prepackaged food in accordance with KPAC procedures.Check identification and verify legal drinking age before serving alcohol. Follow KPAC responsible alcohol-service procedures and refuse or stop service when required.Follow KPAC and St. Louis County food-safety requirements, including proper handwashing, illness reporting, prevention of bare-hand contact with ready-to-eat food, and safe use of gloves, tongs, and ice scoops.Accurately handle cash and electronic payments, safeguard City funds, and report transaction or cash discrepancies promptly. Ticket SalesSell tickets to patrons in person and by phone using KPAC's current ticketing system.Assist customers with selecting performances and seats, processing transactions, and issuing or retrieving tickets.Accurately and securely handle cash and credit-card transactions and protect patron and payment information.Follow established procedures for exchanges, refunds, discounts, complimentary tickets, and special requests, referring exceptions to a supervisor.Balance or reconcile assigned ticket transactions and complete required reports as directed. Event and Operational SupportAssist with event setup and teardown, parking, signage, ticket scanning, seating, line management, lobby operations, and other duties required for efficient event operations.Communicate and coordinate with box office, concessions, ushers, building and technical managers, security, custodial and parking personnel, volunteers, vendors, and event representatives.Maintain the cleanliness and appearance of assigned guest-facing areas, perform light cleaning and spill response, and report conditions requiring additional custodial or maintenance assistance.Follow established opening, closing, safety, emergency, evacuation, severe-weather, and incident-reporting procedures.Complete assigned incident, accident, damage, guest-service, and event reports accurately and promptly. Event Lead/Manager-on-Duty AssignmentsWhen trained and specifically designated by management, the Guest Experience Associate may:Serve as the primary on-site operational contact for an event.Conduct pre-event walkthroughs and confirm staffing, public-area readiness, room setup, access points, and the approved event schedule.Provide functional direction and task assignments to part-time staff and volunteers.Coordinate doors, guest flow, accessibility needs, ticketing, concessions, front-of-house activity, and routine operational changes.Enforce KPAC policies, occupancy limits, restricted-area rules, alcohol requirements, and approved event plans.Temporarily pause service or an unsafe activity and contact management or emergency services when necessary.Initiate KPAC emergency procedures and call 911 when warranted.Complete event closeout procedures and document incidents, damages, policy concerns, schedule changes, and unresolved follow-up items.Perform other related duties as assigned for the safe and effective operation of KPAC.Knowledge, Skills, and Abilities Required: Excellent verbal and written communication skills. Ability to provide professional customer service and interact positively with people from diverse backgrounds. Ability to handle difficult situations calmly, courteously, and discreetly. Ability to exercise sound judgment, resolve routine operational concerns, and recognize when an issue must be escalated. Ability to learn and use ticketing, point-of-sale, telephone, radio, and other computer systems and equipment. Ability to accurately handle cash and electronic payments, perform basic arithmetic, and complete required reports. Ability to understand and follow event plans, emergency procedures, food-safety requirements, alcohol-service rules, and KPAC policies. Ability to work independently, manage competing priorities, communicate across teams, and provide functional direction when assigned. Dependability, punctuality, flexibility, and a team-oriented approach.Physical Requirements:Ability to read computer screens, tickets, identification, labels, event documents, and reports and process transactions accurately.Ability to stand, walk, or sit for extended periods of up to six hours or for the duration of an assigned event shift.Ability to regularly lift and carry up to 25 pounds and occasionally lift or move up to 50 pounds.Ability to bend, reach, stoop, grasp, climb stairs, push or pull carts, and perform repetitive hand motions.Ability to communicate effectively in person, by phone, and by radio in a busy or noisy environment.Ability to safely use concession equipment, ticketing equipment, and approved cleaning and sanitizing products.Reasonable accommodations may be made to enable a qualified individual with a disability to perform the essential functions of the position.Working Conditions:Work is primarily performed in an indoor performing arts center and occasionally in outdoor event areas. Conditions may include crowds, noise, low-light areas, changing temperatures, alcohol service, food and beverage handling, cleaning products, and changing event demands.PERSONS REQUIRING AN ACCOMMODATION TO APPLY FOR A JOB OPENING SHOULD CONTACT HUMAN RESOURCES AT 314-822-5809.THE CITY OF KIRKWOOD IS AN EQUAL OPPORTUNITY EMPLOYER AND PARTICIPATES IN E-VERIFY.