PT Guest Services Representative

Overview

CENTERS, LLC is a professional management firm specializing in facility, operation, and program management for higher education. CENTERS' management approach is customized for each client yet retains our uniform quality. Our firm unites site staff with a centralized administrative team, each contributing to the firm's goals and client needs. The CENTERS Team is innovative, entrepreneurial, trail-blazing, and ambitious for both CENTERS and our clients. Today, CENTERS provides management services for 14 clients. 

Responsibilities

Guest Services Representatives are responsible for delivering best in class service to ensure an exceptional guest experience for all internal and external guests of the SONNENTAG. Guest Service Representatives address needs and questions and resolve concerns on behalf of the venue for all guests in a friendly, professional, and welcoming manner.

This position will work on-site at the University of Wisconsin-Eau Claire’s Sonnentag Center, a major athletic, recreation, and event center, set to open summer of 2024. The new Sonnentag Center will serve as a venue for university and community events, concerts, and home to Eau Claire Men’s and Women’s Athletics.

• Deliver exceptional service while greeting, checking tickets, providing information, answering questions, and giving directions and escorts (as needed) to guests
• Assist and accommodate guests with special needs as needed. Respond to guest questions or complaints in a timely and professional manner and offer assistance while maintaining a world class service mindset
• Assist management with retrieving lost and found property as needed                        
• Enforce all policies and procedures of the venue and attend company trainings including but not limited to: medical aids, emergency procedures, safety, and customer service training throughout the year
• Act as a member of the emergency evacuation team by communicating with and directing guests during a facility emergency
• Attend all staff meetings and trainings and communicate as needed through emails, group messaging, and telephone
• Follow and adhere to all procedures and guidelines

Qualifications

Education and Experience

• High School Diploma or equivalent
• Minimum 1 year customer service related work experience
• Previous work experience in a sports, entertainment, or convention facility environment preferred

Skills and Abilities

• Excellent communication skills including active listening
• Service-oriented and able to resolve customer grievances
• Ability to interact effectively and calmly with angry or emotional guests, clients and employees
• Ability and willingness to enforce policies
• Ability to work in a fast-paced environment during large and/or high profile events
• Ability to maintain good business relations with all employees, guests, clients and service providers
• Ability to uphold a neat, clean and professional demeanor and appearance

Work Environment and Physical Demands

Work Environment

• Events environment
• Non-smoking environment
• Moderate to loud noise
• Maintain flexible hours for events that occur on weekends and evenings 

Physical Demands

• Must be able to discuss, converse with, and exchange accurate information with patrons, staff, stakeholders, etc.
• Ability to move around the facility and stand or remain posted in a stationary position for extended periods of time
• Ability to occasionally push guests in a wheelchair which requires ability to grasp, push, pull and maneuver up to 300 lbs. on wheels

Other Duties 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.