Guest Services Internship Cohort, Summer 2018 

DEPARTMENT

Performance & Guest Services

OVERVIEW

Four internships are available, each dedicated to a specific area of Performance Services or Guest Services.
Front of House Intern (1 intern)
Guest Services Merchandising (1 intern)
Guest Services (3 interns)

Working cross-departmentally with Programming, Marketing, Concert Halls, Operations and Public Relations, Performance & Guest Services is a multi-faceted department charged with engaging Lincoln Center's diverse visitors, providing a welcoming and safe environment for guests during events, and supporting the highest standards of accessibility for guests with disabilities. Committed to creating superlative guest experiences, the department directly oversees the following programs:

•Guest Care Initiatives including facilitating guest experiences at summer performances
•Front of House and Performance Services
•Brand merchandising and retail kiosk operations

The internship focuses on providing excellent guest care at all of our summer performances. Interns should expect shifts in their weekly schedules that closely match our summer series. This requires flexible weekend and late-night hours as well as an outgoing and consistently positive attitude in line with a high degree of public interaction. Interns are charged with providing a warm and welcoming presence, serving as friendly information sources, and communicating critical information to colleagues and guests. Throughout the program, interns will be charged with upholding the highest standards of customer service across multiple channels (in-person, print, and online).

RESPONSIBILITIES

•Provide a superlative, informed presence at our summer programs. They will learn how to provide supervision with respect to volunteers and FOH Representatives, troubleshoot guest concerns, and issue pre/post performance briefings.
•Acquire valuable organization, interpersonal, and administrative skills, while learning how to speak about the performing arts to a highly diverse audience.
•Develop and execute adaptive, problem-solving skills.
•Liaise and disseminate relevant information to affiliates, groups, and individuals including Accessibility, Box Office, Production, Programming and other staff in anticipation of guest needs.
•Demonstrate leadership skills and the ability to independently fill a supervisory role in a high-pressure performance environment.
•Assist with various administrative duties to prepare for events, including scheduling for FOH representatives for the summer festivals, working with Performance Managers to oversee staff and volunteers during events, and collaborating with Programming and Operations on appropriate messaging to guests based on event needs

Areas of Emphasis:

FRONT OF HOUSE

Interns will contribute to Front of House and Performance Services. This internship consists of working with the Performance Managers to prepare for Midsummer Night Swing and Out of Doors events and managing the FOH Representatives & Lincoln Center volunteers on site during events. Daily responsibilities include staff scheduling, preparing for events and performances, managing staff and volunteers, and assisting with greeting & seating guests while providing the utmost in customer service. The FOH intern will also work with the Performance Manager to help resolve any ticketing issues or address patron questions and concerns.

MERCHANDISING

Interns will focus on Guest Services merchandising and retail initiatives. Part of a larger team that focuses on the guest experience, the Guest Services Merchandising intern is responsible for assisting with management of Lincoln Center’s branded retail kiosk, Shop Lincoln Center. Daily responsibilities include management of merchandising operations, product inventory, sales reporting and analysis, staffing and scheduling, and all related customer support while embodying/modeling the organization's guest service brand principles. In addition to merchandising, this internship will also focus on direct interaction with guests at performances.

GUEST SERVICES

Interns will focus uniquely on guest care initiatives and guest communications. These interns will have increased exposure to Lincoln Center’s Volunteer Ambassador program and assist with volunteer coordination, training, evaluation and scheduling. Daily responsibilities include developing pre-show briefings and performance materials, refining guest care policies and procedures, course correcting summer operations, managing guest services email and phone communications, assisting guest with disabilities, and embodying/modeling the organization's guest service brand principles while addressing questions and concerns. Special focus will be on direct interaction with guests at performances.


QUALIFICATIONS

This internship might be right for you if you are:

•Able to collaboratively across departments.
•Previous front of house, customer service, or management is preferred; fluency with a foreign language is also beneficial.
•Able to provide excellent guest care at all of our summer performances. Interns should expect shifts in their weekly schedules that closely match our summer series. Flexible weekend and late-night hours
•Able to provide an outgoing and consistently positive attitude in line with a high degree of public interaction. Interns are charged with providing a warm and welcoming presence, serving as friendly information sources, and communicating critical information to colleagues and guests.
•Undergraduate or Graduate students interested in the arts, audience development, customer relations, marketing, communications, or production.
•Comfortable with and have excellent verbal, face-to-face, written communication skills, research skills, and comfort interacting with the public, including patrons with disabilities, in a pleasant, professional manner.
•Enthusiastic, energetic, and flexible, with a good sense of humor
•Passionate about inclusion and advocacy in the arts

Potential interns should have flexible hours as there are days of the week that shifts will vary between 9:00 am and 9:00 pm. Lincoln Center will attempt to accommodate all requested schedules and interns will never be required to work more than a standard full-time schedule.

Approximate dates of this internship are June 2018 – August 2018. All internships are paid at $13 per hour. Interns are expected to work 35-40 hours a week for a 12-week period.

Interns must be current students. Recent graduates (December 2017 or May 2018) will be considered on a case by case basis; however, candidates of all ages are encouraged to apply.

SUBMISSION PROCEDURE

Please send cover letter and résumé to [email protected] and include "Guest Services Internship Cohort" in the subject line. Resumes without cover letters will not be reviewed.

Lincoln Center for the Performing Arts is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment, and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law. LCPA is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, patron focus, and innovation.