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Guest Services Representative

1 month ago

Brooklyn, United States ASM Global Full time
Position Title: Guest Services Representative

Department: Guest Services

Reports to: Guest Services Supervisors

FLSA Status: Non-Exempt / Part-Time Hourly

Union Code: Union

Minimum Pay Rate: $20.25/hour

Maximum Pay Rate: $20.25/hour

SUMMARY

As the world's leading venue management company and producer of live event experiences, ASM Global is the preeminent management and content partner with over 350 venues worldwide. Operating and investing in the world's most important stadiums, arenas, convention centers, and theaters requires unmatched dedication and the most profound expertise. Our focus is YOU Through investments in growth, resources, and technology we strive to enhance the experience of our internal Team Members and to continue creating amazing live experiences for the guests that we serve.

Guest Services Representatives are responsible for providing excellent service at Barclays Center events to our most high-end clientele. Primary responsibilities will include greeting and directing guests on the club and suite levels, conducting suite sweeps, providing wheelchair escorts, operating elevators, providing customer service in our Guest Services Centers, and responding to guests' questions, comments, and complaints. Acting as Friendly Resolution Specialist for all guests (internally and externally).

ESSENTIAL DUTIES & RESPONSIBILITIES: What You Will Do

  • Greet guests as they enter Barclays Center with a smile.
  • Maintain pleasant, friendly, and professional demeanor with guests and staff at all times.
  • Responsible for protecting the integrity of the premium areas by ensuring all guests have a proper ticket/credential.
  • Provide accurate directions to the various clubs, suites, special hospitality locations, and all premium areas of the building.
  • Maintain a positive working relationship with Levy's Restaurants to ensure that all needs of our premium guests are met.
  • Serve in central hubs of guest communication, (i.e. Guest Services Centers and Concierge Desks as applicable), responding to guest complaints, questions, and comments, administering Guest Services programs, and distributing publications or building giveaways as applicable.
  • Answer phone inquiries in a pleasant and professional manner, taking messages and giving proper event/building related information as needed.
  • Work with Security to ensure that all suites are empty of guests and lost items at the conclusion of every event.
  • Responsible for safely transporting guests who request wheelchair escort services from one location to another and properly using escort tracking sheets, wheelchair logs, and safety waivers.
  • Operate elevators in a safe manner and ensure that only guests with proper tickets are allowed access to each respective concourse level. Ability to work extended elevator shifts of 2-4 hours (see working conditions)
  • Perform a variety of duties while on shift, often changing from one task to another, without the loss of efficiency or composure.
  • Use excellent customer service skills and positive attitude when interacting with guests, vendors, & employees.
  • Complete all assigned tasks within the guidelines & deadlines set by Guest Services Managers and Supervisors.
  • Responsible for maintaining a fun, friendly, and safe environment in assigned sections.
  • Effectively and calmly interact with angry or emotional guests and employees.
  • Ability to memorize, recollect, and quickly retrieve relevant information.
  • Always follow all operating policies and procedures.
  • Maintain company confidentiality.
  • Other duties as assigned.


CANDIDATE PROFILE: Who You Are
  • High school diploma or equivalent.
  • One (1) year prior customer service experience, preferably in a sports/entertainment venue environment.
  • Reliable, punctual, and regular in attendance with good communication skills.
  • Must have reliable transportation to and from Barclay's Center for scheduled shifts. Parking will not be provided.
  • Must be able to work in the elevators for any shift at any time.
  • Must have the ability to read, write and understand English in a working environment.
  • Friendly, outgoing personality.
  • Ability to take direction well and work well with others.
  • Must maintain a neat, well-groomed appearance that always conveys professionalism.
  • Must be available to work at least five (5) evening events per week; including all events on Fridays, Saturdays, and Sundays. Holidays may also be included


KEY COMPETENCIES: Skills You Possess
  • Tasks are performed with moderate supervision.
  • Expect to work 2-4 hours per shift in confined area working as Elevator Operator.
  • Walking & standing occurs 90% of the time (4-6 hours per shift).
  • Ability to lift 50 or more pounds
  • Ability to push/pull up to 200 pounds.
  • Employees may be assigned to work positions located outside.
  • Employees may be scheduled to work until 12:00am or later.
  • Employee should use precautions & follow safety guidelines.


ASM Global 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 Global may require an employee to perform duties outside his/her normal description.