Guest Services Representative

Description

Physical Demands: Requires prolonged sitting, walking, some bending, stooping, stretching, navigating steps/stairways, standing and lifting up to 50 pounds occasionally. Requires hand-eye coordination and manual dexterity sufficient for keyboarding and departmental equipment. Requires normal and/or correctable range of hearing and vision.

Work Conditions: Includes office and event environments, involving contact with staff and the public. Can require irregular hours and changes to schedule due to organization’s commitment to be 100% event driven. (Must be able to work at least 50% of each month’s scheduled events to maintain part-time status and/or work at least 80% of each month’s scheduled events to be considered for regular, supervisor position.)

Staff Liaisons: As directed by Supervisor

Job Objective

The Guest Services Representative helps create a hospitable, positive and secure event experience for all guests by providing superior, individualized services and support.

Duties and Responsibilities

a. Collaboration & Communication

• •Deliver professional and courteous customer service to all staff, guests, and public who have questions, concerns, difficulties, suggestions, etc.
• •Complete assigned tasks efficiently and accurately
• •Provides event and arena information to all requestors.
• •Ability to work effectively as part of a team
• •Professional, positive, and cooperative attitude when interacting with coworkers
• •Maintains departmental dress code which helps identifies event services staff and includes the use of flashlight, radio, etc.

b. Guest Services

• •Monitors entry (ingress) and exit (egress) points to assigned events.
• •Escorts guests to their section/seat (which is frequently when the arena is dark).
• •Enforces center policies which includes no smoking, no re-entry by monitoring stairs and sections.
• •Resolves guest issues up to the level where intervention by a Supervisor is required. And, assists with incident response and resolution if requested.
• •Helps train other staff or volunteers as needed.
• •Forms effective working relationships & rapport with customers and staff.
• •Secures work area before departing each day.

c. Security

• •Assists with screening procedures for those entering the center for multiple events which includes sports events, music/concert events, and theatre events.
• •Identify and respond to emergencies as appropriate.
• •Employ crowd control and monitoring techniques.
• •Provide rapid response to potential or active conflicts and implementing strategies to de-escalate such situations (Incident Response Team).

Requirements

Qualifications, Knowledge, Skills and Abilities (KSA)

Must be at least 21 years of age and have a combination of education and experience in hospitality and/or customer service. Excellent written and verbal communication skills, as well as effective interpersonal skills. Must be detail-oriented and organized with an ability to multitask and adapt to change. Must be comfortable with technology. Must have a flexible schedule, with the ability to work nights, weekends, and holidays as necessary.