HomeUAEAbu DhabiEvent Services Associate

Event Services Associate

Company Name: NYU Abu Dhabi
Employment Type:Full Time
Location: Abu Dhabi
Experience: 2+ years
Degree: Bachelor
Nationality: Any
No. Of Vacancies:1
Job Description:
Position Summary
UAE Nationals are encouraged to apply
New York University Abu Dhabi (NYUAD) seeks to appoint an Event Services Associate.
Key Responsibilities:
Event, Customer Service and Member Services
Administer incoming phone calls and assist with ticket bookings for both patrons and members
Support the establishment of a Member hotline, which will further develop into support for our sponsors and corporate clients
Support the resolution of general inquiries to The Arts Center, providing customers with information about content, logistics, pricing and show schedules
Facilitate the preparation and sending of show reminders, audience warnings, and other show information
Assist customers with purchase decisions
Maintain knowledge of services currently available to members
Understand and relate purchasing policies to customers. Collect complete and accurate data from customers
Ascertain and resolve customer concerns, requests, and/or complaints in a timely, courteous and informed manner
Guide and support membership sign up, promotion and troubleshooting of member issues
Maintain quality database entry practices when completing regular database
maintenance projects, to include membership database
Maintain and further develop member services to support retention
Deliver membership services meeting targets and strategies
Box Office
Process phone and in person orders using box office system based on Seat Advisor and maintain information in the CRM
Follow proper cash handling procedures and reconcile daily transactions
Resolve customer conflicts with guidance from supervisor
Administer selling for all shows and monitor all customer inquiries and complaints
Provide feedback in regards to customer entertainment preference and purchasing habits
Organize Box Office supplies
Monitor and process all ticket orders on phone and email and coordinate with manager to complete requests
Assist with night of show walk up sales and will call distribution
Front Of House
Assist with Front of House set-up including but not limited to: coordinating signage, checking cleanliness of venues, ticket distribution, checking brochure supplies, welcoming and assisting guests, communicate production elements (run time/late seating procedures) and ensuring the house rules are adhered to
Assist in the delegation of duties to ushers prior to a show
Assist during events/performances
When necessary, create post-show reports that outline performance activities, final house count and any notable events
Contribute to the environment of the box office in a manner that is conducive to
customer service, sales promotion
Troubleshoot night of show customer issues in a professional manner as part of the Front of House Team
Welcome patrons, check ticket stubs, usher patrons to seats and act as the point of contact for inquiries
Seat latecomers and patrons returning to their seats during the performance
To usher inside the auditorium, upholding and enforcing all House, Health & Safety, and fire evacuation policies and procedures – ensuring that the patron experience is both enjoyable and safe
Coordinating with the marketing to draft and send pre-show email reminders to audience members 
Managing and uploading audience data to Mailchimp
Sending show specific post-show email surveys to audience members and sharing findings that can be used to refine our approach/strategies
Conceptualizing pre-show/post-show activations to increase audience engagement in the venue
Preparing language and script guidelines for online audience engagement during online shows
Other Event Services
Work regular weekly shifts, including days and evenings, and weekends as assigned
Prospective rental client engagement including conducting tours of facilities and capturing client requirements for bookings to support the preparation intake documents
Support event setup and strike, and work in conjunction with other teams to deliver a variety event services
Support patron services, registration, FOH and event coordination for “Off the Stage” outreach events
Supervise and train volunteers used in support of events/productions. Maintain a supervisory presence for assigned events. Explain procedures for emergency situations, seating, holds and reserved seats. Explain patron services and policies
To ensure the public areas, foyer, auditorium and toilets are presentable at all
times by engaging with cleaning services and maintenance staff
Provide support for and work in collaboration with The Institute, Art Gallery and other Vice Provost business units to manage and execute departmental audience and event services for general operational, programming activities, events and initiatives, as required
Other customer service duties as required
Required Education:
Minimum of one-two years’ experience in Front of House, events, Customer Services and/or in a hospitality role
Preferred Experience:
Experience with client services within a cultural setting
Experience with working with events or projects. University experience is a plus
Excellent written, verbal, and customer service communication skills. Experience working with the public in a positive, proactive, and friendly way. Ability to work independently, resolve conflicts, and make informed, on-the-spot decisions
History experience in a role at a large performing arts center or major international festival is preferred
Excellent record-keeping, organizational, and multi-tasking skills