What are the responsibilities and job description for the Guest Services Representative (Seasonal) position at Arizona Diamondbacks?
Guest Services Representative
Job Purpose
The Guest Service Representative (GSR) role is essential to ensuring that all visitors enjoy a positive and memorable experience while at Chase Field.
Primary Duties
Provide exceptional customer service that exceeds guests’ expectations.
- Have a strong understanding of ballpark layouts to provide guests with directions to seating sections, restrooms, concession stands, novelty shops, and other facility services and amenities.
- Serves as an information specialist and knowledgeable about each event in order to respond appropriately to guest comments, questions, and requests in a prompt, courteous and professional manner.
- Handle a variety of customer inquiries in a professional manner including but not limited to seating/ticket issues.
- Solving guest problems and addressing guest concerns.
- Look for opportunities to enhance the guest experience. Do one more thing.
Guest Service Representatives have direct responsibility for the welfare and safety of all guests
- Have a clear understanding and enforce ballpark policies and procedures.
- Maintain order and ensure adherence to all safety rules.
- Provide assistance and clear directions during emergency situations.
- Ensure pathways and exits are clear of obstructions and are properly lit. Assist guests in finding seats, lighting the way with a flashlight if needed.
- Immediately report any suspicious activity or unattended items to security.
- Monitor crowd during all events to ensure safety.
- Immediately report any safety violations to include spills or injuries to supervisor and/or security. Complete incident reports as needed.
- Verify credentials to control access into restricted areas and enforce ticket integrity to ensure guests are in proper seats.
Knowledge, Skills and/or Abilities
- Excellent customer service skills, friendly, outgoing personality
- Excellent communication skills
- Strong ability to work well with co-workers and supervisors in a team environment
- Maintain a neat, professional appearance.
- Ability to remain calm and focused during a fast pace environment
- Ability to exercise sound judgment to diffuse volatile situations
- Ability to read tickets and ensure authenticity
- Ability to scan tickets (fine finger dexterity)
- Ability to memorize the layout of Chase field to answer guests’ general questions (seating sections, restrooms, concession stands, novelty shops, and other facility services and amenities)
- Bilingual-English/Spanish preferred
- Basic knowledge of ADA protocols and policies preferred
Experience/Education Requirements
- 1 - 2 years of customer service experience in a fast-paced, busy environment
Working Conditions and Physical Demands
- Flexible schedule (variety of shifts) to include weekends, evenings, some holidays, and some overtime to meet business needs
- Must meet monthly attendance minimums (be available to typically work 67% of all home games & special events including concerts)
- Ability to stand for the entire shift (generally 6 hours but could be extended due to the nature of our business. i.e., extra innings, dual events)
- Ability to walk throughout Chase Field, up and downstairs, aisles, and on uneven surfaces (ramps)
- Ability to bend, work in high elevations (all levels of the ballpark) and enclosed spaces (including elevators)
- Must be comfortable working in large crowds. Noise levels in the work environment are frequently loud.
- Must be able to work both indoors and outdoors. May be exposed to all weather conditions including extreme heat and cold.
- Must be able to lift up to 25 pounds
The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
