What are the responsibilities and job description for the Guest Experience Representative position at The HEAT Group?
The Miami HEAT and Kaseya Center are hiring for Guest Experience Representatives that serve as liaison between the Kaseya Center guests and The Heat Group to ensure that Five Star Service is provided as it relates to, but not limited to Ticketing, Catering, Housekeeping, Finance, and general Arena Operations. Essential duties include but are not limited to:
- Greets and directs guests as needed inside and outside the facility.
- Deal with customer concerns, safety issues, and complaints in a timely manner.
- Document guest suggestions, complaints and various issues at every Guest Services Booth.
- Must have the ability to explore ways to improve customer service and the overall experience.
- Assists guests outside the Box Office windows with mobile ticket issues, questions, or concerns.
- Assists guests outside the West Plaza Ramp and help reduce large lines/crowds at each entrance.
- Assists guests at every Guest Services booth by answering any questions and handling any issues.
- Assists with check-in services of bags, backpacks, cameras, strollers and other prohibited items.
- Assists guests requiring relocation to an ADA platform and other seating within the Arena, resulting from maintenance issues or the closure of an area/section.
- Assists in the successful administration of the organization’s designated driver program
- Assists Season Ticket Services during HEAT games in building positive relationships with Season Ticket Holders
- Responds quickly to requests from guests, fellow-supervisors or management in a timely, friendly and efficient manner and follows up to ensure guest satisfaction
- Maintains a working knowledge of the facility, current and upcoming events/games and the surrounding area.
Must be available to work nights and weekends up to or beyond midnight. Previous guest services experience preferred. Excellent communication skills. Bilingual in English & Spanish a plus.
Event Staff Benefits
- Competitive Pay Rates
- Overtime Pay (I.5 times regular rate) on Company Observed Holidays
- Paid Training
- Free Parking
- Discounted Employee Meals
- 30% discount at Miami HEAT Retail Store
- Eligible for monthly MVP Recognition Program
- (Most Valuable Players will receive Game Tickets with Parking, In-Game Recognition, Dinner, Concessions Voucher, and a photo with the Championship Trophies)
- Arena Talent Experience & Department Raffles.
- End of Season Performance Bonus Program*
*must meet required criteria
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender/gender identity, age, disability, marital status, sexual orientation, pregnancy, genetic information, national origin, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. EOE & DFWP
