Guest Services Staff - PromoWest - Columbus

AEG Worldwide is the world’s leading sports and live entertainment company with operations in the following business segments:

• AEG Presents, which is one of the largest live music companies in the world dedicated to live contemporary music performances, including producing and promoting global and regional concert tours, music events and world-renowned festivals
• AEG Sports, which is the world’s largest operator of sports franchises and high-profile sporting events
• AEG Global Partnerships, which supports each of AEG’s divisions through worldwide sales and servicing of sponsorships including naming rights, premium seating and other strategic partnerships
• AEG Real Estate, which develops major sports and entertainment districts worldwide

With offices on five continents, the company uses its global network of venues, portfolio of powerful sports and music brands, ticketing and content distribution platforms and its integrated entertainment districts to deliver the most creative and innovative live sports and entertainment experiences that inspire athletes, teams, artists and fans.

GUEST SERVICES STAFF

• GUEST SERVICES 
• SHOW OPERATIONS STAFF
• USHER/TICKET TAKER

1. GUEST SERVICES STAFF

SUMMARY

Guest Services Staff will act as the primary provider of direct services to guests when they are in a venue. They are responsible for providing a safe environment for all guests beginning the moment they enter the facility. The incumbent will provide a variety of customer service duties on behalf of the venue for its guests, in an expert, professional and friendly manner.

PRIMARY RESPONSIBILITIES

• Answer guest questions, direct guests to important areas of the venue (restrooms, ATM, coat checks, VIP areas, and concert area) and provide additional assistance whenever necessary.
• Operate the various coat check rooms within established guidelines and procedures at the venue.
• Scan tickets for entry into the venue, administer applicable wristbands for event entrance (21 , VIP Access, Private Event Access).
• Great guests and resolve guest complaints, escalating concerns as necessary. Monitor guest conduct to ensure a safe and secure environment for all. Monitor the consumption of alcohol to ensure no under-age drinking is taking place and those guests consuming beverages are doing so responsibly.
• Seat guests and assist ADA patrons.
• Enforce all policies and procedures of the venue. Complete all company and venue required trainings and participate in employee meetings.
• Act as a member of the emergency evacuation team by communicating with and directing guests during a facility emergency.
• Monitor venue during guest arrival and exit to comply with fire department safety regulations.
• Perform other duties and responsibilities as deemed appropriate by Management and Supervisors.

QUALIFICATIONS

• A minimum education level of: High School Diploma or its equivalency
•  A minimum of 1-2 years of related work experience
• Ability to work in varying conditions
• Ability to lift 50 lbs. without assistance
• Positive attitude with superior customer service skills
• Ability to stand, walk, and climb stairs for long periods of time

PREFERENCES

• Previous experience working in events and knowledge of the music industry preferred
• Availability to work nights, weekends, and holidays as needed according to venue schedule.
  
  
  

2. SHOW OPERATIONS STAFF

SUMMARY

The Show Operations Staff will be responsible for both custodial and guest services support. This position will ensure cleanliness of pre-show and post-show common areas in addition to public areas throughout the event. The Show Operations Staff will also deliver optimal customer service by assisting with guest directions, guiding guests to exit points, escalating guest complaints when necessary, and provide guest seating support.

PRIMARY RESPONSIBILITIES

• Responsible for pre-show and post-show cleaning of common areas (i.e. lobby, restrooms, elevators, seating, etc.) while maintaining and ensuring cleanliness in public areas throughout the event.
• Assist with opening doors for crowd control, providing suite holder directions, managing bar lines, escalating guest complaints as necessary, in addition to guiding and directing guests to exit points and around any production load-out that may impact exits.
• Provide reserved guest seating support such as setting chairs as needed, marking chairs for seating locations, directing guests to seat locations, and assisting ADA patrons while complying with facility/event ADA requirements.  

QUALIFICATIONS

• A minimum education level of: High School Diploma or its equivalency
• A minimum of 1-3 years of related work experience.
• Ability to work in varying conditions.
• Excellent interpersonal and customer service skills.
• Excellent verbal and written communication skills.
• Ability to take direction and work well with others.
• Ability to stand for extended periods of time and lift tables, chairs, etc.
• Available to work nights, weekends, and holidays.
  
  
  

3. USHER/TICKET TAKER

SUMMARY

The Usher/Ticket Taker is responsible for providing excellent customer service at all events, while providing directions and scanning tickets. The Usher/Ticket Taker is also responsible for greeting guests, assisting guests with finding their seats, controlling access points, and assisting guests when issues/problems arise.  

PRIMARY RESPONSIBILITIES

• Assist guests with directional and informational inquiries by demonstrating strong knowledge of the facility and event(s).  
• Communicate in a professional manner with other building staff, clients, guests, supervisors and corporate staff on important information. 
• Work to effectively accommodate guests with disabilities, while complying with facility/event ADA requirements. 
• Display a calm and attentive demeanor when rectifying issues with guests. 
• Check and scan guest tickets upon entry to the facility/venue or section. Review guest tickets to direct them to the appropriate area. 
• Control access points to prevent unauthorized entries. 
• Report any activities or behaviors that conflict with facility/event policy or code of conduct to supervisor or Event Manager. 

QUALIFICATIONS

• A minimum education level of: High School Diploma or its equivalency  
• A minimum of 0-1 years of related work experience  
• Able to work efficiently in a fast-paced environment 
• Exemplify a strong commitment and willingness to provide excellent customer service 
• Maintain a neat, clean and professional appearance 
• Possess strong interpersonal and communication skills  
• Sound judgement; able to make sound decisions 
• Available to work evenings, weekends, and holidays 

AEG reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship. AEG may require an employee to perform duties outside his/her normal description.