What are the responsibilities and job description for the Guest Experience Representative - INTRUST Bank Arena position at ASM Global-SMG?
SUMMARY:
Provide exceptional customer service to our guests. Assignments will vary and may be rotated to meet the needs of each event.
RESPONSIBILITIES:
Attend event briefing making notes of any changes on information sheet.
Assist guests in finding their correct seats as well as other locations they may ask about (i.e. restrooms, ATM, concession locations).
Provide the primary level of guest assistance throughout the venue.
Required to have a thorough knowledge of building policies, procedures, and event requirements.
Distribute venue information and updates.
Be available to listen to guests’ compliments and complaints and report them to your supervisor.
Provide ADA services as needed and requested.
Work with supervisor or manager with relocations for guests with trouble seats or ADA requirements when applicable and available.
Make people feel special.
Keep floors and aisles clear of obstructions.
Report any suspicious activity to your supervisor.
Must work a combination of all events, including but not limited to Thunder Hockey games.
Regular attendance is an essential job function.
Position requires the ability to work at all ASM Global venues in Wichita and Andover.
Other duties as assigned.
SKILLS AND ABILITIES:
Reports to Guest Experience Manager in appropriate uniform, for assigned location, and attend pre-event briefing.
Initiate eye contact with guests within 10 feet and greet within 5 feet.
Smile
Avoid negative body language.
Show that you are confident and capable.
QUALIFICATIONS:
Meet the physical demands of the job, which include being able to get in and around the facility (requires personal mobility), lifting, carrying, moving, climbing and moderate to loud noises.
Work effectively under pressure and/or stringent schedule and produce accurate results.
Friendly and personable.
Excellent customer service skills required.
Maintain proper grooming and dress code standards.
Must work well with others.
Positive attitude and neat appearance.
Must speak and understand English.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE:
High School Diploma or GED.
Excellent customer service, interpersonal and communication skills. A good attitude and a smiling face required.
Must be able to work independently with little or no supervision.
Ability to work with co-workers, and all levels of staff.
SKILLS AND ABILITIES:
Positive, customer service-oriented attitude at all times.
Maintains proper grooming and dress code standards.
Work ethic encourages strong urgency and quality in a team environment.
Ability to work with other staff members in the venue.
Ability to undertake and complete multiple tasks.
Attention to detail.
OTHER QUALIFICATIONS:
Requires ability to work flexible/extended hours and/or irregular hours, including nights, weekends, and holidays, as needed.
PHYSICAL DEMANDS:
This position requires substantial walking, stationary standing, stooping, climbing stairs and possibility of lifting up to 30 lbs.
NOTE: The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.
ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.
