Guest Services Staff

3 weeks ago

Boston, United States Aeg Worldwide Inc Full time

Work at AEG

**Guest Services Staff - Bowery Presents**

* **Box Office Attendant**

* **Guest Services Staff**

* **Guest Services Supervisor**

* **Merchandise Seller**

* **Usher/Ticket Taker**

**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 incumbent will process ticket orders and collects payments.* Accurately and efficiently processes orders for and collect payments from guests.

* Follow cash handling and inventory procedures to ensure security of assets and inventory.

* 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.

* Provides upselling opportunities to similar events in the genre by demonstrating a strong knowledge of upcoming events.

* Contributes to the team dynamic by assisting coworkers, maintaining the facilities cleanliness and helping to develop and maintain a positive work environment.

* A minimum education level of: High School Diploma or its equivalency

* A minimum of 1+ years of 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

* Available to work flexible hours, including nights and weekends

* Answer guest questions, direct guests to important areas of the venue (restrooms, ATM, coat checks, VIP areas, and concert area) and provide additional assistance whenever necessary.

* Operate the various coat check rooms within established guidelines and procedures at the venue.

* Scan tickets for entry into the venue, administer applicable wristbands for event entrance (21+, VIP Access, Private Event Access).

* Great guests and resolve guest complaints, escalating concerns as necessary. Monitor guest conduct to ensure a safe and secure environment for all. Monitor the consumption of alcohol to ensure no under-age drinking is taking place and those guests consuming beverages are doing so responsibly.

* Seat guests and assist ADA patrons.

* Enforce all policies and procedures of the venue. Complete all company and venue required trainings and participate in employee meetings.

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

* Monitor venue during guest arrival and exit to comply with fire department safety regulations.

* Perform other duties and responsibilities as deemed appropriate by Management and Supervisors.

* A minimum education level of: High School Diploma or its equivalency

* A minimum of 1-2 years of related work experience

* Ability to work in varying conditions

* Ability to lift 50 lbs. without assistance

* Positive attitude with superior customer service skills

* Ability to stand, walk, and climb stairs for long periods of time

* Previous experience working in events and knowledge of the music industry preferred

* Availability to work nights, weekends, and holidays as needed according to venue schedule.

* Monitor and report all policies and procedures violations. 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 Manager Operations.

* Communicate with staff regarding responsibilities, ticketing, VIP guests, safety/hazards and any issues that may occur during scheduled shows and performances.

* 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.

* Oversee designated VIP areas and help liaison between staff and appropriate departments if needed. Ensure designated VIP areas are set up, clean, and ready for patron entry and assist with breakdown after event.

* Seat guests and assist ADA patrons while complying with facility/event ADA requirements.

* A minimum education level of: High School Diploma or its equivalency (BA/BS Degree Preferred)

* A minimum of 3-5 years of 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, and PowerPoint)

* Excellent interpersonal, communication, and problem-solving skills.

* Ability to work in a fast-paced environment.

* Available to work nights, weekends, and holidays.

A minimum education level of: High School Diploma or its equivalency (BA/BS Degree Preferred) A minimum of 1-2 years of related work experience Excellent communication and interpersonal skills Ability to perform basic math with previous experience cash handling **SUMMARY**As a member of Guest Services, the **Usher/Ticket Taker** is responsible for providing excellent customer service at all events, while providing directions and scanning tickets. The Usher/Ticket Taker is also responsible for greeting guests, assisting guests with finding their seats, controlling access points, and assisting guests when issues/problems arise.* Assist guests with directional and informational inquiries by demonstrating strong knowledge of the facility and event(s).

* Communicate in a professional manner with other building staff, clients, guests, supervisors and corporate staff on important information.

* Work to effectively accommodate guests with disabilities, while complying with facility/event ADA requirements.

* Display a calm and attentive demeanor when rectifying issues with guests.

* Check and scan guest tickets upon entry to the facility/venue or section.

* Review guest tickets to direct them to the appropriate area.

* Control access points to prevent unauthorized entries.

* Report any activities or behaviors that conflict with facility/event policy or code of conduct to supervisor or Event Manager.

* A minimum education level of: High School Diploma or its equivalency

* A minimum of 0-1 years of related work experience

* Able to work efficiently in a fast-paced environment

* Exemplify a strong commitment and willingness to provide excellent customer service

* Maintain a neat, clean and professional appearance

* Possess strong interpersonal and communication skills

* Sound judgement; able to make sound decisions

* Available to work evenings, weekends, and holidays

* Available part-time

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