Audience Services Concession Supervisor

Department: Audience Services

Reports To: Manager of Concert Enhancements, Concessions & Special Events

Classification: Nonexempt

Status: Part-time

Wage Range: $18.50 - $20.00

Facilitate a positive audience experience and promote the Minnesota Orchestra by upholding the Audience Services Department standards of service – advocacy, efficiency and courtesy; by keeping up to date on Orchestra Hall products, services, policies and procedures; by demonstrating proficiency on computerized point-of-sale system; by assuming fiscal responsibility for transactions; by assisting with the training and mentoring of other concessions staff; and by assisting the Audience Services Management Team with department related projects.

Monitor and maintain quality service levels by assuming a leadership role in the supervision of bartenders and concessions staff; by managing the bar locations at Minnesota Orchestra, Rental, and Association sponsored events; and ensure guest satisfaction by providing correct, prompt service in a friendly, welcoming manner.

Essential Functions:

General supervision of part-time employees

• Assist with department related projects and tasks, including participation and delegation, monitoring for accuracy and tracking progress through completion
• Address staff policy violations and/or conflicts, taking appropriate, immediate action and reporting details to the full-time Manager on Duty
• Assure all employee checkouts and banks are complete, accurate, and balanced; resolve any discrepancies
• Assist with the training and mentoring of Concessions team
• Welcome other team members to observe customer interactions
• Demonstrate excellent customer service techniques and precise knowledge of products
• Update and remind staff of current products and policies
• Patiently and accurately answer questions regarding event/facility information, patron concerns, etc.
• Coach and train Audience Services employees as needed, providing input for evaluations
• Monitor the service and sales transactions of concessions staff determining when assistance and/or intervention is necessary to ensure exemplary customer service

Sales and Customer Service

• Sell merchandise and concessions at Express Bars and Merchandise cart or other ad hoc locations on behalf of the Minnesota Orchestra and associated guest artists.
• Adhere to city, state and federal regulations regarding checking proper identification for consumption of alcoholic beverages and providing tip declarations as required.
• Set up, maintain and clean assigned sales location.
• Assist with fulfilment of mobile service orders.
• Maintain and utilize complete and current information concerning Orchestra Hall products, services, facilities, policies, and procedures.
• Communicate these items to customers and employees accurately and fairly
• Understand event seating plan accurately communicate that information to customers
• Keep appraised of event information
• Update and remind staff of current products and policies
• Understand and demonstrate proficiency in computerized point of sale system.
• Demonstrate the ability to work in all assigned locations and positions/shifts.
• Able to explain emergency procedures upon request, act according to these procedures in the event of an actual emergency.
• Provide assistance in a medical emergency including notification of house and medical personnel and provide appropriate first-response care.
• Uphold the Audience Services Department standards of service— advocacy, efficiency and courtesy.
• Treat patrons as individuals with warmth and respect, while providing friendly, courteous and responsible service in an efficient manner
• Ensure that both internal and external customers feel that they are the primary purpose of the Association’s business and that the Audience Services Department exists to satisfy customers.
• Recognize and acknowledge customer compliments, comments and concerns, collect sufficient information to determine the issue, take appropriate action and communicate to the appropriate person
• Demonstrate enthusiasm about Orchestra Hall products and services and convey this enthusiasm to customers

Assist Audience Services Management Team with departmental tasks/projects.