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Guest Services Representative

4 months ago

Kansas City, United States ASM Global Full time

Job Summary:

Guest Services Representatives are responsible for delivering best in class service to ensure an exceptional guest experience for all internal and external guests of T-Mobile Center. Guest Service Representatives address questions, needs and resolve concerns on behalf of the venue for all guests, in an energetic, engaging expert, professional and welcoming manner.

Essential Duties:

+ Deliver exceptional service while greeting, checking tickets, providing information, answering questions, directions and escorts (if needed) to T-Mobile Center guests. Assist and accommodate guests with special needs as needed. Respond to guest questions or complaints in a timely and professional manner and offer assistance while maintaining a world class service mindset.

+ Assist Guest Services management with retrieving lost and found property as needed.

+ Enforce all policies and procedures of the venue and attend company trainings including but not limited to: medical aids, emergency procedures, safety, customer service training throughout the year.

+ Act as a member of the emergency evacuation team by communicating with and directing guests during a facility emergency.

+ Perform additional responsibilities as needed and directed by management.

Required Qualifications:

+ Minimum education level of: High School Diploma or its equivalency.

+ Minimum 1 year customer service related work experience.

+ Experience demonstrating superior customer/guest service skills.

+ Positive, customer service oriented attitude at all times.

+ Ability to speak, understand and follow direction in English.

+ Able to work in a fast-paced environment during large or high profile events.

+ Able to maintain good business relations with all employees, guests, clients and service providers.

+ Able to interact effectively and calmly with angry or emotional guests, clients and employees.

+ Able to maintain a neat, clean and professional demeanor, grooming and dress code standards.

+ Able to move around the facility and stand or remain posted in a stationary position for extended periods of time.

+ Able to occasionally push guests in a wheelchair which requires ability to grasp, push, pull and maneuver up to 300lbs on wheels.

+ Able to work evenings, weekends and holidays as needed according to venue schedule.

Preferred Qualifications:

+ Previous work experience in a sports, entertainment, or convention facility environment.

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

ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities and protected Veterans to apply. VEVRRA Federal Contractor.

TMCHR@T-Mobilecenter.com for applicants requesting a reasonable accommodation.

Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people.

Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.