Guest Services Representative

GUEST SERVICES REPRESENTATIVE

Sports and Entertainment Services (SES)

Footprint Center

Phoenix, Arizona

Job Summary:

Player 15 Group LLC includes several companies and many different departments that support the Phoenix Suns, Phoenix Mercury and Footprint Center.

Would you like to win championships and create sustained success? Player 15 Group LLC is looking for individuals that are committed to pursuing excellence and be part of creating memorable experiences.

We are seeking an experienced and highly motivated individual to join our team as a Event Associates with the Sports and Entertainment Services (SES) Department. This position will be responsible for Event Associates will be responsible for delivering a world-class guest experience by ensuring the welfare and safety of all guests and events at Footprint Center. Providing outstanding Customer Service is a main component of this role. These individuals will serve as information specialists responding professionally and patiently to guests’ comments, questions, and requests as well as greet, welcome, and thank guests as they arrive and exit each event.

What Will You Do:  

• Deliver upon the organization’s Mission, Core Values and Service Promise 
• Smile and provide a warm welcome/thank you and facilitate all guest-related matters in a professional and courteous manner through creative problem-solving 
• Consistently provide a personal, venue experience that exceeds guests’ expectations using good judgment and common sense without compromising safety and security 
• Serves as an information specialist and be knowledgeable about the arena and each event to appropriately respond to guest questions  
• Inspect assigned work area prior to and during event, recognize potential hazards and observe appropriate precautions with guests including response and assistance in medical and emergency situations 
• Verify credentials and scan tickets allowing access or redirecting guests to the proper locations 
• Notify supervisor and/or security of all facility issues and housekeeping needs 
• Enforce policies during an event to assure the safety and security of all guests 
• Operate and monitor escalators and elevators to ensure the safety of guests 
• Write clear and concise incident reports 
• Monitor, patrol and respond to alarms/emergency situations inside/outside the Arena 
• Operate radio equipment, tablets and handheld ticketing and communication devices 
• Ability to be flexible with various post/work location based on business needs 

What We Need From Our GSR:

• Retain an extensive knowledge of the organization and Arena (or other facilities as needed), event operations, seating sections, key venue personnel identity, policies, and emergency activity procedures 
• Ability to project a friendly, approachable, and professional attitude and present a neat, well-groomed appearance always 
• Ability to effectively communicate with and listen to diverse populations, including strong verbal communication and written skills 
• Ability to clearly, effectively, and professionally interact with staff, supervisors, and the public. Will collaborate effectively with others to produce results. 
• Ability to read and scan tickets and ensure authenticity 
• Ability to react appropriately in emergencies and high stress situations 
• Maintain order and ensure adherence to all safety and security policies 
• Must have a basic knowledge of technology, including operating and troubleshooting radios, tablets, and handheld ticketing devices 
• Ability to utilize service recovery methods confidently and independently 
• Ability to react appropriately in emergencies and high stress situations 
• Maintain order and ensure adherence to all safety and security policies 

What You Can Expect:

The work environment characteristics described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Flexible schedule to include weekends, evenings, and some holidays to meet business needs 
• Ability to work the entire event including pre and post-event activities as needed 
• Must be able to work indoors and outdoors in a variety of weather, visibility, and volume conditions 
• Ability to work independently and cooperatively in a team environment. 
• Visual acuity and finger, hand, and wrist dexterity 
• Walking, bending and ability to occasionally lift and carry objects weighing up to 30 pounds 
• Ability to stand for extended periods of time and may include walking long distances, climbing stairs or operation of an elevator 
• Ability to Read, Write & Speak in English. Bilingual is a plus 
• Visit our Culture page to learn more about our culture and work environment 

Suns Legacy Partners, LLC. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

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.

For questions about this career opportunity, please contact our People & Culture Recruiting team at SLPrecruiting@suns.com