Guest Services Representative

3 weeks ago

Houston, United States Houston Astros Full time
Department: Stadium Operations

Reports to: Sr. Director, Guest Services

Classification: Part-time/Non-exempt/Seasonal

Summary/Objective:

The Astros are looking to add part-time Guest Services Team members to our roster.

As a member of the Guest Services Team, you will be an essential part of the game experience and help build positive Astros memories that last a lifetime. In this role, you will wear many different caps and have the potential to work in several different areas of the ballpark. Responsibilities may include, but not be limited to, ushering, ticket scanning, assisting guests with disabilities, mobility issues, and their related needs, concourse customer service matters, and attending to stairs, ramps, escalators, and elevators. As a frontline representative of the Astros, you will have the opportunity to assist our guests by offering directions and sharing information. Your job will be to keep fans safe while still maintaining a fun and friendly atmosphere.

For the 2024 Houston Astros Baseball Season, our employee minimum work commitment consists of:

  • All team members will be required to work at least 250 hours during Astros regular season home games.
  • Every employee must commit to working at least ten Saturday games and ten Sunday games.
  • The standard clock in time for weekday games with a 7:10 p.m. start is 4:30 p.m. There will be no late clock in times for Saturday and Sunday games.
Essential Functions & Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Following through on the Astros commitment to delivering a positive, memorable experience for all fans
  • Providing a safe environment for fans
  • Being courteous and patient with all guests
  • Prior to gates opening, helping the Astros remain “game-ready” by assessing your designated section for patrons; this could include wiping down seats, looking for potential hazards, reporting any issues to a supervisor
  • When gates open, welcoming our fans with a smile and helpful attitude
  • Operating ticket scanners to ensure fans have valid tickets to enter Minute Maid Park
  • Reviewing tickets to provide guests with accurate directions to their seats.
  • Helping address questions, problems or concerns that fans may have
  • Monitoring gates and access points to ensure guests do not enter areas without an appropriate ticket/wristband.
  • Being alert to potential hazards in the ballpark such as foul balls and reporting incidents
  • Monitoring your assigned area for issues and opportunities to make lasting memories for our fans
  • Staying up to date on the policies and procedures to ensure the safety and security of all that enter Minute Maid Park
  • Having a strong understanding of ballpark layouts to provide guests with directions to seating sections, restrooms, concession stands, novelty shops, and other facility services and amenities.
  • Provide assistance and clear directions during emergency situations.
Other Duties May Include:
  • Safely operating and monitoring escalators and elevators to ensure safety of guests.
  • Assisting with wheelchair requests by coordinating with our Security Operations Center and First Aid team.
Education and/or Experience & Skills:

Required
  • You must love working with and helping people
  • Strong public speaking and communication skills
  • Expected to multi-task and retain information in a fast-paced environment.
  • Must be personable, enthusiastic, engaging, and energetic and in small and large groups
  • Comfortable working with a variety of groups—families, children, and corporations
  • Willingness to work independently and in a team orientated environment
  • Ability to maintain a POSITIVE attitude while handling difficult situations is essential.
  • The flexibility to work non-traditional hours, including nights, weekends, and holidays.
  • Bilingual-English/Spanish is a plus
  • Quick thinker – ability to handle unexpected situations – Safety is our top priority
  • Flexibility is fundamental is our daily operations
  • You must be able to maintain a positive attitude while handling difficult situations
  • You must be a local Houston resident
  • Must have availability to work most home games. Working weekends is a MUST. Friday, Saturday, and Sunday games tend to be our busiest
Preferred
  • Knowledge about the Houston Astros
  • Bilingual-English/Spanish is a plus
  • Knowledge and experience with ticketing apps is a plus.
Work Environment

The noise level in the work environment is moderate, however, during events, the noise level may be loud. Employees must be able to work on evenings, weekends and holidays as required. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of this job.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close and focused vision. Ability to regularly work on your feet for long hours and climb stairs/ramps throughout the ballpark. The Position requires ability to walk long distances and stand up 4 to 5 hours without a break. The ability to lift up to 25 pounds on occasion.

Position Type and Expected Hours of Work

This is a part-time position. Must have availability to work most home games. Working weekends is a MUST. Friday, Saturday, and Sunday games tend to be our busiest

For the 2024 Houston Astros Baseball Season, our employee minimum work commitment consists of:
  • All team members will be required to work at least 250 hours during Astros regular season home games.
  • Every employee must commit to working at least ten Saturday games and ten Sunday games.
  • While the standard clock in time for weekday games with a 7:10 p.m. start will remain unchanged, the latest arrival will be moved to 5:30 p.m. There will be no late clock in times for Saturday and Sunday games.


Travel:

No travel is expected for this position.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

EOE/M/F/Vet/Disability

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