Guest Services Intern

Semester: Spring 2026 Position Status: Part-Time Exemption Status: Non-Exempt Core Values Inclusion, Creative Excellence, Innovation, Collaboration, Purposeful Service Position Overview The Guest Services Intern will support TPAC’s Guest Services department in delivering welcoming, accessible, and high-quality experiences for patrons, artists, and visitors. The department coordinates approximately 100 part-time ushers and 200 volunteers who support performances, events, and other activities throughout TPAC. This semester-long internship provides hands-on experience in event operations, workforce coordination, volunteer engagement, customer service, and training support. The intern will contribute to initiatives that strengthen the guest experience while learning how a large team of part-time employees and volunteers supports the successful operation of a performing arts organization. Primary Responsibilities: Guest Experience & Event Operations Assist Guest Services staff with preparations for performances, events, and other activities across TPAC venues. Learn how usher assignments, volunteer placements, venue procedures, and event-specific needs are coordinated. Assist with preparing event materials, staffing information, checklists, and other resources used by Guest Services teams. Observe guest service operations and learn how staff respond to patron questions, accessibility needs, and service concerns. Help identify opportunities to improve the patron experience, communication, and consistency of service. Support post-event feedback collection and documentation to inform future event planning and guest service improvements. Usher Coordination & Staff Support Assist with organizing and maintaining usher schedules, staffing records, and event-related communications as directed. Support the preparation of event briefings, assignment sheets, and other materials used to communicate expectations to part-time ushers. Help organize onboarding and orientation materials for new usher team members. Gain exposure to the processes involved in staffing events, communicating schedule changes, and preparing employees for event assignments. Assist with tracking training completion, collecting feedback, and maintaining departmental documentation. Observe how Guest Services leaders communicate expectations, support employee development, and address operational challenges. Volunteer Engagement & Coordination Assist with organizing volunteer schedules, assignments, event communications, and participation records. Help prepare volunteer information packets, event instructions, and other resources that support successful volunteer experiences. Support volunteer onboarding, orientation, and recognition initiatives as directed. Assist with collecting volunteer feedback and identifying opportunities to strengthen engagement, communication, and retention. Learn how volunteer contributions support TPAC’s mission, community relationships, and event operations. Help maintain organized records and resources that support the department’s volunteer program. Training, Communication & Process Improvement Assist with developing or updating training materials, reference guides, checklists, and standard operating procedures. Support the preparation of communications related to event assignments, training opportunities, department updates, and volunteer engagement. Help organize departmental resources and identify opportunities to improve information accessibility and consistency. Participate in appropriate team meetings, event briefings, and planning discussions. Collaborate with Guest Services staff and other relevant TPAC departments to support shared event and guest experience goals. Cumulative Project The intern will take ownership of one defined project that supports the guest services department's operational or organizational priorities. In collaboration with the supervisor, the intern will establish project goals, identify deliverables, develop an implementation plan, and determine appropriate measures of success. Potential projects may include: Volunteer Engagement Initiative: Review volunteer feedback and existing engagement practices, then develop recommendations or resources to strengthen communication, recognition, and retention. Usher Onboarding Toolkit: Develop or improve a resource guide, checklist, or onboarding materials to help new part-time ushers understand department expectations and event procedures. Guest Experience Improvement: Identify a specific aspect of the patron experience, gather feedback or observations, and recommend practical improvements. Training Resource Development: Create or update a training resource addressing guest service standards, accessibility awareness, communication, or event-specific procedures. Departmental Communication & Organization: Develop a centralized resource or tracking tool to improve access to event information, staffing materials, or volunteer communications. The final project will be selected with the supervisor based on departmental needs, available resources, the semester timeline, and the intern’s learning objectives. The intern will present a final summary outlining the project’s purpose, work completed, outcomes, and recommendations. Learning Opportunities Through this internship, the student will: Learn how Guest Services supports the patron experience and daily event operations at a professional performing arts organization. Gain practical experience in workforce coordination, scheduling support, event preparation, and operational communication. Understand the differences between coordinating part-time employees and engaging a large volunteer workforce. Develop skills in customer service, organization, communication, problem-solving, and process improvement. Gain exposure to onboarding, training, employee engagement, volunteer recognition, and retention strategies. Learn how accessibility, hospitality, and service standards contribute to an inclusive and welcoming environment. Understand how Guest Services collaborates with other departments to support successful performances and events. Receive mentorship, feedback, and professional guidance from experienced Guest Services professionals. Complete a tangible project that demonstrates acquired skills and can be referenced in future interviews and professional materials. Success Metrics & Expected Outcomes By the conclusion of the internship, the student is expected to: Complete one defined cumulative project with documented goals, deliverables, and outcomes. Produce agreed-upon training materials, communication resources, tracking tools, or other work products that support departmental priorities. Demonstrate an understanding of the processes used to coordinate part-time usher staffing and volunteer participation. Complete assigned administrative and event preparation tasks accurately and within established timelines. Demonstrate an understanding of guest service standards and the role of ushers and volunteers in delivering a positive patron experience. Contribute to at least one training, onboarding, engagement, or process improvement initiative, as appropriate to the internship schedule. Present a final project recap outlining objectives, work completed, results, and recommendations or lessons learned. Skills and Knowledge Individuals who are interested and eager to learn what it means to have a career at a performing arts center. All majors are encouraged to apply. Candidates should have applicable knowledge and experience in the area they are seeking an internship. Candidates should be rising juniors, rising seniors, or graduate students. Candidates should be in good standing (academic and conduct) with their institution. Software and Services Used Canva Pro, Connecteam, Momentus Elite, Microsoft Office Suite, Tessitura, ADP, & Sign-Up Genius Frequent Functions and Working Conditions Work in an office environment. Ability carry and lift up to 25 pounds. Must be able to stand, sit, or walk for extended periods of time. Flexibility to work nights and weekends. TPAC is an Equal Employment Opportunity employer. All aspects of the employment process will be merit-based and applied without discrimination on the basis of race, color, religion, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship or other protected characteristics.