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Full-time: Guest Services Coordinator

The Guest Services Coordinator is a customer service professional, who relishes detail, efficiency, and engaging with audiences.

As KQED prepares to launch its own multipurpose venue for civic engagement and live events, the Guest Services Coordinator will support audience staff and event producers in delivering an exceptional visitor experience. Maintaining a thorough understanding of show schedules, ticketing policies and procedures, and event facility operations, they serve as a primary point of interaction with attendees in a welcoming and helpful manner. This role is responsible for supporting various box office and front-of-house duties, including ticketing, guest check-in, resolving customer issues, coordinating with event producers and facilities staff, and myriad other day-of-show details.

In turn, the Coordinator will provide administrative support such as preparing reports, facilitating payments, and communications. They will anticipate needs for multiple events at various stages of development simultaneously, and they will bring an adaptable, the-show-must-go-on approach to any situation.

This position will be based in San Francisco, CA. 
 

Essential Functions:

  • Support Events Audience Manager in day-of-show audience services, including box office open and close, ticketing with Tessitura, check-in and will call, coordinating with volunteer ushers, and other front-of-house tasks.
  • Provide superior customer service, monitoring box office communications channels, fielding event-related queries, resolving issues in a professional and friendly manner. 
  • Handle transactions following KQED accounting policies and procedures for cash handling and reconciliation, as well as credit card security processes relating to PCI compliance requirements.
  • Assist with accessibility accommodations in accordance with ADA requirements and other KQED policies and procedures.
  • Assist with post-event engagement, including posting digital content, follow-up emails, data entry and organization, and producing reports for stakeholders.
  • Assist Live Event Producers with some back-of-house guest services, including greeting guest talent and vendors upon arrival, preparing green rooms, hospitality and other contract rider fulfillment. 
  • Coordinate with the KQED Creative on the execution and delivery of event promotional materials, programs, signage, and other event collateral.
  • Organize and distribute planning documents to internal and external stakeholders. 
  • Work with KQED finance staff to process invoices for vendors, event-related services, and ticketing payouts.
  • Serve as day-of support for resident partner events or third-party rentals in KQED-owned events spaces.

Other Job Functions:

  • Occasionally supports other engagement staff producing private events promoting KQED.
  • Represents KQED at events.
  • Works nights and occasional weekends.
  • Assumes other responsibilities as assigned.

Knowledge/Experience Required:

  • 1+ years of experience working in a live venue or non-profit cultural institution in a front-of-house, hospitality, customer service, event marketing, or related role.
  • Some familiarity with best practices in one or more areas of box office service and ticketing, venue guest management and usher services, and/or stage management.
  • Excellent knowledge and experience in customer service.
  • The ability to remain cool under pressure and work well both independently and on teams, balancing competing responsibilities with timely delivery.
  • Strong discretion and courtesy when dealing with all event contacts and audience.
  • Meticulous attention to detail and superior organizational skills.

Knowledge/Experience Desired:

  • Some experience in customer service specifically for ticketing and registration best practices for live events, including a strong understanding of ADA policies and credit card security processes relating to PCI compliance requirements.
  • Some experience with Tessitura ticketing software, including processing sales and exchanges and generating reports.
  • Some experience with project-management platforms (VenueOps, Airtable, Asana, or similar). 
  • Experience working in a demographically diverse environment strongly desired.
  • Non-English language skills (fluency in Spanish, Mandarin, or other languages with large speaking populations in California) a plus.
  • A deep affinity for and knowledge of KQED, and an appreciation for public media’s mission. 

 

Credentials/Education Required: Bachelor’s Degree preferred.

 

Let us tell you more about our benefits:

Whether you’re single, married, have children, are in a domestic partnership or anything in between, we have you covered. Employees at KQED enjoy a family-friendly workplace offering 20 days of paid time off, 11 paid holidays, paid parental leave, family medical leave benefits, comprehensive health/vision/dental and commuter benefits as well as a 403(b) with employer match. KQED encourages diversity, openness and offers training to support personal and professional development. In addition, we are proud to offer Employee Resource Groups, wellness programs as well as free KQED membership.

 

The mission that drives us:

KQED is for everyone who wants to be more. Our television, radio, digital media, and educational services change lives for the better and help individuals and communities achieve their full potential.

KQED serves the people of Northern California with a community-supported alternative to commercial media. We provide people with the knowledge they need to make informed decisions; convene community dialogue; bring the arts to everyone and engage audiences to share their stories. We help students and teachers thrive in 21st-century classrooms, and take people of all ages on journeys of exploration- exposing them to new people, places and ideas.

We celebrate diversity, embrace innovation, value lifelong learning and partner with those who share our passion for public service.

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