Guest Services Representative (STAPLES Center)

For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300 venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.

STAPLES Center has clearly established itself as the sports and entertainment center of the world. As the home of four professional sports franchises – the NBA's Los Angeles Lakers and Los Angeles Clippers, the NHL's Los Angeles Kings and the WNBA's Los Angeles Sparks – STAPLES Center has proven to be a home court advantage for the local teams. The AEG owned and operated arena continues to distinguish itself as the host of major, high-profile events of national and international distinction including the 2004, 2011 & 2018 NBA All-Star Games, 2002 & 2017 NHL All-Star Game, 2000 Democratic National Convention, 2009 World Figure Skating Championships and 18 of the last 20 GRAMMY Awards shows. STAPLES Center's nineteen years have also been marked with performances and special events that brought international stature to the downtown Los Angeles venue including concerts Taylor Swift, Beyoncé, Prince, U2, Paul McCartney, Garth Brooks, Usher, Jay-Z, Kanye West, Keith Urban, Roger Waters, Britney Spears, Katy Perry, Ed Sheeran, Kendrick Lamar, Michael Bublé, Carrie Underwood and Justin Timberlake, as well as world championship boxing, family shows and special events. Hosting over 250 events a year, the arena's reputation for world-class amenities, features and commitment to quality of service and the guest experience is second to none.

Job Summary:
The Guest Services Department's GSR position excels in providing excellent guest service at all Microsoft Theater, L.A. LIVE and STAPLES Center events, especially in high-profile and VIP areas of the venues.

Guest Services

• Greet VIP guests as they enter.
• Provide guests with directions.
• Distribute promotional items.
• Check tickets/credentials for guests attempting to enter VIP entrances.
• Control ticket and credential access points.
• Provide mobility escorts and general assistance to deliver inclusive service to guests with disabilities
• Assist with information requests
• Notify Supervisor of guest complaints, and assist in diffusing situations.
• Effectively and calmly interact with angry or emotional guests and Team Members.
• Ensure guests exit venue safely.
• Assist guests during emergency situations.

Department Operations

• Communicate effectively via radio transmission.
• Handle all equipment with care.
• Perform a thorough visual inspection of work areas.
• Complete all assigned tasks within the guidelines and deadlines set by Guest Services Managers and Supervisors.
• Maintain company confidentiality.
• Use precautions and follow safety guidelines.

Other assigned duties

Required Qualifications:

• A minimum education level of: High School Diploma or its equivalency
• A minimum of 1 year of related work experience
• Reliable, punctual, and regular in attendance with good communication skills
• Friendly, outgoing personality
• Maintain a high standard of grooming
• Ability to take direction well and work well with others
• Must be available to work at least five (5) evening events per week; including all weekend (Friday, Saturday, and Sunday) events, possibly until 12:00 am or later
• Able to stand for multiple hours (4-6 hours per shift), lift/push/pull 30 lbs. and work any position, including elevator shifts
• Perform a variety of duties, often changing from one task to another of a different nature without the loss of efficiency or composure
• Use excellent customer service skills when interacting with guests, vendors, and employees
• Ability to memorize, recollect, and quickly retrieve relevant information
• Ability to read, listen, and communicate effectively in English, both verbally and in writing

Preferred Qualifications:

• Minimum of six (6) months of Usher/Ticket-Taker experience at STAPLES Center/Microsoft Theater
• Basic typing and computer skills, including Microsoft Office applications (Outlook, Word, Excel)
• Bilingual (Spanish) a plus, but not required.

Covid-19:

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.

AEG is committed to developing a diverse workforce reflective of the marketplace and the communities in which we do business. We believe a diverse workforce is not merely an advantage; it is mandatory for any company to be successful in today's business climate.

Anschutz Entertainment Group is an equal opportunity employer and will not discriminate against any individual, employee, or application for employment on the basis of race, color, marital status, religion, age, sex, sexual orientation, national origin, handicap, or any other legally protected status recognized by federal, state or local law.

This Employer is subject to the Fair Chance Initiative for Hiring Ordinance (FCIHO) (LAMC 189.00)