Guest Experience Representative

Oak View Group:

Oak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the most influential, highest attended arenas, convention centers, music festivals, performing arts centers, and cultural institutions on the planet.

Position Summary:

Our Guest Experience team will be essential in creating a safe and memorable experience for all guests at UBS Arena. This role requires a positive attitude, as well as a team-driven and proactive mindset. Each member of this team is responsible for providing an exceptional level of service to our guests in addition to access and crowd control for UBS Arena.

This role will pay a hourly rate of $20.25.

Benefits for PT roles: 401(k) savings plan and 401(k) matching. Also, OVG provides part-time, seasonal, and internship employees with one hour of accrued paid leave per 30 hours worked, up to 48 hours per year.

Applications are accepted on an ongoing basis

About the Venue:

UBS Arena?at Belmont Park?is?made for music and built for hockey. New York's newest premier entertainment and sports venue and home of the New York Islanders is developed in partnership with Oak View Group, the New York Islanders, and Jeff Wilpon. The?state?of?the?art?arena opened in November 2021 and has welcomed numerous top artists including Harry Styles, Sebastian Maniscalco, Billie Eilish, Dua Lipa, TWICE, Eagles, John Mayer, Kendrick Lamar and Post Malone. The venue delivers an unmatched live entertainment experience for guests including clear sightlines and premier acoustics.

UBS Arena is at the forefront of sustainability, being awarded LEED Green Building Certification in January 2023. The venue also achieved carbon neutrality for operations in Fall 2022 which made it the first arena to do so on the eastern United States seaboard. For more information on the venues sustainability efforts, please visit UBSArena.com/sustainability.

Located on the historic grounds of Belmont Park,?UBS Arena is located just 30 minutes by LIRR from Grand Central or Penn Station and is easily accessible from across the region via mass transit or car. To plan your trip, please visit UBSArena.com/plan-your-trip.

For additional information, please visit UBSArena.com or @UBSArena on Facebook, Instagram and Twitter.

Strengthen By our Differences

At OVG, we understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our people, improves our service, and raises our excellence. Our success is rooted in creating environments that reflect and celebrate the diverse communities in which we operate and serve, and this is the reason we are committed to amplifying voices from all different backgrounds.

Responsibilities:

• Ability to communicate clearly
• Ability to give concise directions to guests
• Ability to work in outdoor conditions
• Aid in orderly ingress and egress
• Assist guests in finding their seats, restrooms, concessions, and other venue amenities
• Assist guests with disabilities with reasonable requests for accommodations, including but not limited to wheelchair escort services
• Assist with crowd control measures
• Control access and press buttons to the elevator to limit patrons touching elevator buttons
• Control and manage access to premium levels, clubs, and spaces
• Complete incident reports for accidents and out-of-the-ordinary events
• Effectively communicate safety and security measures throughout the arena
• Identify opportunities to create memorable experiences for guests
• Manage elevator capacity
• Other organizational and administrative duties as determined by management
• Proactively direct, greet, and assist guests with questions and requests on/at UBS Arena/Campus
• Project a positive and friendly image when interacting with guests, and responding to inquiries from venue staff, and the public
• Provide accurate facility information with excellent customer service to patrons
• Provide exceptional guest services
• Provide specialized assistance, general information, and clear directions to guests
• Respond to and/or escalate guest complaints, concerns, and compliments
• Scan in each ticket to events
• Utilize electronic devices such as handheld devices, computers, and/or tablets
• Understand, retain, and adhere to safety protocols and procedures
• Understand, retain, and provide event information to guests
• Other organizational and administrative duties as determined by management

Qualifications:

• 18 years of age or older
• Experience in a customer service-based industry is essential
• Experience within a sport, entertainment, or related field is preferred
• Must be able to complete all required training
• Must be able to engage with guests first
• Must have a working email address
• Strong verbal and written communication skills are essential
• Ability to be available for 80% of events scheduled a month.
• Ability to function independently in a fast-paced, high-pressure environment is essential
• Ability to read, write and understand English
• Ability to utilize web-based programs and digital equipment
• Ability to work a flexible schedule including long hours, nights, weekends, and holidays
• Ability to work with the public and have interpersonal and communications skills is essential

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

The physical demands and work environment characteristics 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.

Physical Demands:

Ability to be mobile

Ability to push, pull, and/or lift 50lbs or more

Ability to stand in the same spot for extended periods of time

Ability to walk up and down stairs

Ability to work in enclosed spaces

Ability to work steep, elevated areas

Work Environment:

Must uphold and maintain a customer friendly environment

The duties of this position are performed indoors and outdoors

The noise level in the work environment will range from moderate to loud

While performing duties of this job, the employee may be exposed to outdoor weather conditions

Strengthened by our Differences. United to Make a Difference:

At OVG, we understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our people, improves our service, and raises our excellence. Our success is rooted in creating environments that reflect and celebrate the diverse communities in which we operate and serve, and this is the reason we are committed to amplifying voices from all different backgrounds.

Equal Opportunity Employer:

Oak View Group is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis (protected class) including, but not limited to veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other protected class under federal, state, or local law.

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