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Guest Service Representative

3 months ago

Columbus, Ohio, United States teamworkonline Full time
SummaryAssist guests at Nationwide Arena during sporting, entertainment, conference and other special events, while maintaining high quality guest service standards including but not limited to greeting and ushering. Essential Duties and Responsibilities include the following.
  • Attend pre-event briefings to obtain the event-specific details.
  • Examine tickets for authenticity, scan or collect tickets from guests for entry. Be comfortable with operating equipment devices for scanning and validating event tickets. Assist guests with locating seating section.
  • Check tickets to validate seating section; assist guests in finding their appropriate seats.
  • Assist with access control, ensure all guests are in their proper locations when seated.
  • Retain extensive knowledge of Nationwide Arena seating sections and key venue attractions. Assist guests with locating specific areas in the arena which include but are not limited to restrooms, first-aid stations, elevators, concessions and merchandise areas.
  • Aid individuals with special needs or disabilities, such as helping those in wheelchairs. When necessary, provide wheelchair escort.
  • Enforce Fan Code of Conduct. Provide assistance to all guests through extensive knowledge of policies and procedures.
  • Alert Event Command and supervisor, using the usher pager system, about health or security issues as they arise.
  • Assist with restroom line flow throughout duration of events.
  • Monitor guests throughout events at Nationwide Arena. Contact a supervisor and/or security for assistance if at any time a guest is observed acting inappropriately, suspiciously or using inappropriate language.
  • Report all incidents to supervisor, including but not limited to injuries or other health-related issues, lost or damaged property and alcohol-related incidents; complete incident report.
  • Listen to and help resolve guests' issues or concerns during an event.
  • Assist guests with searching for lost articles before, during and after events.
  • Report maintenance and housekeeping needs to supervisor.
  • Assist with emergency procedures including evacuations.
  • Other duties as assigned.
CompetenciesTo perform the job successfully, an individual should demonstrate the following competencies:
  • Guest Service - Manages difficult or emotional guest situations; responds promptly to guest needs; solicits guest feedback to improve service; responds to requests for service and assistance; meets commitments.
  • Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values
  • Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
  • Attendance Punctuality – Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time
  • Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience. Physical Demands While performing the duties of this Job, the employee is regularly required to stand, see and communicate. The employee is frequently required to walk. The employee is occasionally required to climb or balance. The employee must occasionally lift and/or move up to 25 pounds.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is occasionally exposed to vibration, pyrotechnics and concussion. The noise level in the work environment is usually loud.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.