Guest Experience Representative

Job title: Gameday – Guest Experience Representative Work Location: NRG Stadium – Houston, Texas Division/Department: Fan Operations and Event Services Reports to: Guest Experience Coordinator   ☐ Full-Time   ☒ Part-Time   ☐ Exempt   ☒ Non-Exempt Essential Job Function:   Interact with guests at Texans and LSSE game/event to ensure the highest level of customer service is being provided to guests and assist in the execution of programs that enhance the fan experience.   Duties/Responsibilities:     Answer all guests’ questions and take ownership in resolving and following through on all customer service issues. Collect and log data regarding the fan experience for the guest experience booths and kiosks. Effectively communicate information to Guest Experience Supervisor/Coordinator and Stadium Command Center. Exhibit a fun, friendly, guest service-oriented attitude and professional appearance; always providing exceptional customer service to all guests. Maintain a working knowledge of stadium operations and procedures to effectively assist with general questions. Be a source of information for other gameday employees and/or guests regarding Club gameday activities. Inform and execute NFL Best Practices, Fan Code of Conduct, Track Your Texan duties, manage giveaways, lost and found, comments, ticket issues, Responsible Fan Program, and general information.  Be knowledgeable and proficient with the Houston Texans App to help guests navigate to different programs offered. Attendance is required at all ten (10) Texan’s home games, including play-offs, and five (5) LSSE events, at NRG Stadium. Job requires walking around and standing for prolonged periods of time in various Club premises in and around NRG Stadium and NRG Park, as may be assigned.   Perform various other tasks that may be assigned from time to time by Guest Experience Management Team. Subject to reasonable accommodations, position requires routine face-to-face personal interaction with other Club personnel; therefore, job responsibilities must be physically performed in the Club offices and not in a telecommuting manner.   Education and/or Work Experience Requirements:   High School Diploma required. Customer service experience preferred.   Effective verbal, written and interpersonal communications. Possess excellent attention to detail. Hospitality driven. Must have a positive attitude and ability to deliver world-class service with a smile. Ability and internal drive to demonstrate a winning attitude and a strong work ethic in the performance of all job responsibilities. Must have the ability to anticipate needs, assess situations and act accordingly.     Physical Requirements:   Occasional travel related to job duties and responsibilities. Must be able to lift and carry up to 10 lbs. Must be able to talk, stand, walk, sit, drive, bend, squat, climb, twist and reach as necessary.