Guest Services Representative- Henrico Sport and Events Center

POSITION: Guest Services Representative

DEPARTMENT: Guest Services

REPORTS TO: Guest Services Manager            

FLSA STATUS: Hourly

Summary

As the world’s leading venue management company and producer of live event experiences, ASM Global is the preeminent management and content partner with over 350 venues worldwide. Operating and investing in the world’s most important stadiums, arenas, convention centers, and theaters requires unmatched dedication and the most profound expertise. Our focus is YOU! Through investments in growth, resources, and technology we strive to enhance the experience of our internal Team Members and to continue creating amazing live experiences for the guests that we serve.

Reporting to the Guest Services Manager, Guest Services Representatives are responsible for providing excellent guest service to all event guests. Incumbent should be a self-starter that is able to operate under minimal supervision to accomplish work tasks such as: assist patrons at sports and entertainment events by performing duties, such as greeting guests, collecting admission tickets and passes from patrons, assisting in finding seats, searching for lost articles, and locating such facilities as rest rooms and telephones
 

Essential Duties and Responsibilities

• Greet guests as they enter ASM Henrico with a smile.
• Check badges and assist with crowd control inside the building and outside on the dock.
• Maintains fire watch during exhibit hours.
• Directs show move-in and move-outs.
• Responsible for scanning tickets and ensuring all guests have a proper ticket/credential.
• Provide guests with friendly and accurate directions.
• Check tickets for guests attempting to access their section and assist them in locating their seat.
• Responsible for maintaining a fun, friendly, and safe environment in assigned sections.
• Respond to guest complaints, questions, information requests and comments.
• Perform a variety of duties, often changing from one task to another, without the loss of efficiency or composure.
• Use excellent customer service skills and positive attitude when interacting with guests, vendors, & employees.
• Complete all assigned tasks within the guidelines & deadlines set by Guest Services Managers and Supervisors.
• Effectively and calmly interact with angry or emotional guests and employees.
• Ability to memorize, recollect, retrieve, and recite relevant information.
• Follow all operating policies and procedures at all times.
• Maintain company confidentiality.

Qualifications:

• High school diploma or equivalent.
• At least 18 years of age.
• One (1) year prior customer service experience, preferably in a sports/entertainment venue environment.
• Reliable, punctual, and regular in attendance with good communication skills.
• Must have reliable transportation to and from the facilities for scheduled shifts.
• Must have the ability to read, write and understand English in a working environment.
• Friendly, outgoing personality.
• Ability to take direction well and work well with others.
• Must be able to operate radio devices.
• Must maintain a neat, well-groomed appearance that conveys professionalism at all times.
• No visible tattoos, facial piercings, unnatural hair colors (i.e. blue, pink, etc.)
• Must be available to work at least 70% of events per month; including all events on Fridays, Saturdays, Sundays, and Holidays.

Work Conditions:

• Tasks are performed with moderate supervision.
• Walking & standing occurs 95% of the time (4-8 hours per shift). pushing and pulling doors open, lifting, stooping, and bending.
• Employees may be assigned to work positions located outside.
• Will require irregular hours.
• Employees may be scheduled to work until 12:00am or later.
• Employee should use precautions & follow safety guidelines.

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.