Guest Services Representative

Company Overview

The Citadel Theatre is an Edmonton-grown theatrical powerhouse that creates extraordinary productions, made for Edmonton but fit for any of the world’s great stages. It offers new and veteran theatregoers exceptionally polished, inventive live experiences that transport them, for a moment, to worlds beyond their imagination.

The Citadel is one of the largest not-for-profit theatres in North America, drawing patrons from a large geographic region that includes the greater Edmonton area as well as central and northern Alberta.

The Citadel Theatre wishes to acknowledge that the land on which we gather is Treaty No. 6 territory and a traditional meeting ground and home of the First Nations, including both the treaty signatories – Cree, Saulteaux, Nakota Sioux, Stony and Cree-Iroquois – as well as other Indigenous peoples, such as the Blackfoot and Métis, who occupy this land. We extend our appreciation for the opportunity to live, create and perform on this territory.

Nikistêyhtamâkânân oma askîwihtâwin ita kâ mâwasakôyâhk Nikotwâsik Kâ akihtêk omâmawôpayônôwâw Nistam Îyinôwak, nânapo ôkih tipahamawâkan tahkikwanênkêwak-Nêhîyawak, Nahkawînôwak, Opwâsîmowak, Asinî Pwâtak êkwah Nêhîyaw Paskosikanak-êkwah kotakak Îyinôwak, tâpiskôc Kaskitêwayasitak êkwah Âpihtwâyak, kâkîh kikîwîhkêcik otah. Nitâniskê nanâskôtênân tawâw ôtah êh ayâyâhk tita wîci pimâtisîhtamâhk, tita osîhcikêyâhk êkwah tita nôkohtihiwêyâhk otah askîwihtâwinihk.

Job Description

POSITION SUMMARY

The Guest Services Representative (GSR) plays a vital role in delivering an exceptional experience for all visitors at the Citadel Theatre. This frontline position is responsible for ticket sales, class registrations, package bookings, and donation processing. Serving as a key point of contact, the GSR provides outstanding service to guests and the public, ensuring a welcoming environment.

KEY ACCOUNTABILITIES

• Deliver exceptional customer service to all guests of the Citadel Theatre by providing prompt, friendly, and knowledgeable assistance regarding productions, programs, the venue, and surrounding area.
• Use Ticketing CRM (Tessitura) to assist patrons in their ticketing, registration, and donation transactions.
• Conduct outbound calls to promote and sell ticket packages and individual tickets to prospective and returning patrons.
• Support the theatre’s sales targets and KPIs by executing seasonal and ongoing sales campaigns as directed by management.
• Maintain accurate guest records and perform daily administrative tasks using Tessitura and other internal systems.
• Perform additional duties as assigned to support the Guest Services team and overall theatre operations.

REQUIRED QUALIFICATIONS

• Education: High school diploma or equivalent
• Experience: Minimum of 1 year of customer service experience
• Skills:
  • Excellent interpersonal skills, including verbal and written communication skills.
  • Ability to thrive in a fast-paced environment.
  • Proficient in Microsoft Office Suite.

DESIRED QUALIFICATIONS

• Experience using Tessitura.
• Experience with cash handling.
• Experience processing credit card transactions with integrity.

ADDITIONAL REQUIREMENTS

• Flexible shift work including weekday, weekend, and evening availability.

To Apply

Qualified applicants are encouraged to email their resume and cover letter to Human Resources at humanresources@citadeltheatre.com by August 24th, 2025. No telephone calls please.

The Citadel Theatre is committed to having our team reflect the community it serves and actively welcome applicants from diverse and equity-seeking backgrounds. The Citadel also endeavors to create and guard a culture of respect and cooperation with all staff, artists, colleagues, volunteers and internal/external parties. Thank you for your interest but only those persons chosen for next steps will be contacted.