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Event Guest Services Staff

3 months ago

Seattle, Washington, United States teamworkonline Full time

For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.

Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.

If you want to be challenged to up your game and make a difference, then join us in giving the world reason to cheer

Position Summaries:

  • BOX OFFICE ATTENDANT
  • COAT CHECK STAFF
  • VENUE HOST
  • HOUSE MANAGER

1. BOX OFFICE ATTENDANT

SUMMARY

The Box Office Attendant is responsible for communicating information regarding the location, event, seating options, price structures, and other details to help guests select the best event ticket option. The Box Office Attendant will process ticket orders and collect payments.

PRIMARY RESPONSIBILITIES

  • Accurately and efficiently processes orders and collect payments from guests.
  • Follow cash handling and inventory procedures to ensure security of assets.
  • Greet customers with a positive and friendly demeanor.
  • Assist guests by providing information, answering questions, and processing requests.
  • Resolve customer concerns by providing superior customer service, utilizing common practices for resolution and escalating to supervisor when needed.
  • Provide upselling opportunities to similar events in the genre by demonstrating a strong knowledge of upcoming events.
  • Contribute to the team dynamic by assisting coworkers, maintaining the facilities' cleanliness, and helping to develop and maintain a positive work environment.

QUALIFICATIONS

  • A minimum education level of: High School Diploma or its equivalency
  • A minimum of 1-2 years of cash-handling and related work experience
  • Excellent customer service skills
  • Must be able to work independently and in a team setting
  • Good communication skills to effectively communicate with customers and co-workers
  • Basic math skills
  • Must be responsible and professional
  • Effective decision-making skills
  • Demonstrated ability to work in a fast-paced environment
  • Must be self-motivated, reliable, and punctual
  • Available to work flexible hours, including nights, weekends, and holidays

PAY SCALE: $22.00

BONUS

  • These positions are not eligible for a bonus under the current bonus plan requirements.

BENEFITS

  • Event based positions are not eligible for benefits through AEG Presents.

2. COAT CHECK STAFF

SUMMARY

Coat Check Staff will act as one of the main providers of direct services to guests. They are responsible for various tasks such as checking coats in and out, selling concessions, and answering questions. Coat Check Staff will provide a variety of customer service duties on behalf of the venue in an expert, professional, and friendly manner.

PRIMARY RESPONSIBILITIES

  • Operate the various coat check areas within established guidelines and procedures at the venue.
  • Greet guests, answer guest questions, resolve guest complaints, and direct guests to important areas of the venue (i.e., restrooms, ATM, ADA areas, VIP areas, merch, and concert area, etc.) and provide additional assistance whenever necessary.
  • Cash handling duties and reconciliation of bank.
  • Act as a member of the emergency evacuation team by communicating with and directing guests during a facility emergency.
  • May be responsible for moving around to different positions to give breaks to other staff.
  • Collect lost and found items and provide guest services to patrons picking up lost items.
  • Sort and log lost items that are found in accordance with event protocol.
  • Perform other duties and responsibilities as deemed appropriate by Management.

QUALIFICATIONS

  • A minimum education level of: High School Diploma or its equivalency
  • A minimum of 1-2 years of cash-handling and related work experience
  • Ability to work in varying conditions
  • Ability to lift 25 lbs. without assistance
  • Positive attitude with superior customer service skills
  • Availability to work nights, weekends, and holidays as needed according to venue schedule
  • Ability to stand and walk for long periods of time
  • Must be self-motivated, reliable, and punctual
  • Previous experience working in events and knowledge of the music industry preferred

PAY SCALE: $19.97

BONUS

  • These positions are not eligible for a bonus under the current bonus plan requirements.

BENEFITS

  • Event based positions are not eligible for benefits through AEG Presents.

3. VENUE HOST

SUMMARY

The Venue Host will ensure a superior level of service is provided to all guests and will seat ADA guests and guests who have purchased VIP upgrades. Additionally, this position will monitor and report any policy and procedure violations regarding issues with guest behavior. The Venue Host will also communicate within the department and other departments related to ticketing, VIP guests, safety hazards, etc.

PRIMARY RESPONSIBILITIES

  • Seat VIP guests and assist ADA patrons while complying with facility/event ADA requirements.
  • Ensure designated VIP and ADA areas are set up, clean, and ready for patron entry and assist with breakdown after event.
  • Respond to guest behavior issues.
  • Assist with patron issues or complaints and report any activities or behaviors that conflict with facility/event policy or code of conduct to House Manager.
  • Communicate with staff regarding responsibilities, ticketing, VIP guests, safety/hazards, and any issues that may occur during scheduled shows and performances.
  • Responsible to ensure breaks are taken and to ensure proper coverage while staff is on break.
  • Assist House Manager with special projects.
  • Settle merch with artists and collect the house merch cut.
  • May assist with private events.
  • Proactively monitor and engage with clients and provide the highest quality of customer service in a friendly and timely manner.

QUALIFICATIONS

  • A minimum education level of: High School Diploma or its equivalency
  • A minimum of 2-3 years of cash-handling and related work experience
  • Excellent interpersonal, communication, and problem-solving skills
  • Ability to work in a fast-paced environment
  • Must be self-motivated, reliable, and punctual
  • Must have a positive attitude and be team oriented
  • Available to work nights, weekends, and holidays

PAY SCALE: $22.00

BONUS

  • These positions are not eligible for a bonus under the current bonus plan requirements.

BENEFITS

  • Event based positions are not eligible for benefits through AEG Presents.

4. HOUSE MANAGER

SUMMARY

The House Manager will ensure a superior level of service is provided to all guests. Additionally, this position will monitor and report any policy and procedure violations regarding issues with guest behavior. The House Manager is responsible for show settlement and communicates within the department and other departments related to ticketing, VIP guests, safety hazards, etc.

PRIMARY RESPONSIBILITIES

  • Monitor and report all policies and procedures violations.
  • Respond to guest behavior issues.
  • Liaise with onsite security and create deployment plans for venue posts.
  • Assist with patron issues or complaints and report any activities or behaviors that conflict with facility/event policy or code of conduct to General Manager.
  • Communicate with staff regarding responsibilities, ticketing, VIP guests, safety/hazards, and any issues that may occur during scheduled shows and performances. Monitor and respond to staff behavior / performance issues; report violations to General Manager.
  • Responsible for staff check-in to ensure clocking in/out, breaks are taken, and ensure proper coverage of staff in appropriate work areas during shows and performances while staff is on break.
  • Responsible for show settlement after conclusion of show.
  • Ensure artists and vendors are paid accordingly and submit information to accounting.
  • Ensure that all expenses are accounted for and have documentation.
  • Seat guests and assist ADA patrons while complying with facility/event ADA requirements.
  • Facilitate VIP packages including artist meet and greet.
  • May assist with private events.
  • Proactively monitor and engage with clients and provide the highest quality of customer service in a friendly and timely manner.

QUALIFICATIONS

  • A minimum education level of: High School Diploma or its equivalency (BA/BS Degree Preferred)
  • A minimum of 3-5 years of cash-handling and related work experience
  • Ability to effectively supervise, motivate, and lead a productive team
  • Proficient in Microsoft Office and ability to learn required business systems (Word, Excel, Outlook)
  • Excellent interpersonal, communication, and problem-solving skills
  • Ability to work in a fast-paced environment
  • Must be self-motivated, reliable, and punctual
  • Available to work nights, weekends, and holidays

PAY SCALE: $25.00

BONUS

  • These positions are not eligible for a bonus under the current bonus plan requirements.

BENEFITS

  • Event based positions are not eligible for benefits through AEG Presents.

AEG reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. AEG may require an employee to perform duties outside his/her normal description.