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Guest Services

2 months ago

Kansas City, United States ASM Global Full time
Job 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.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

1. Provide excellent customer service by welcoming guest to the venue, being knowledgeable of venue layout, programs, and policies. Answer questions, direct and/or escort guests to important area of the venue (restrooms, ATMs, dining options), and provide additional assistance whenever necessary.

2. Act as the first point of contact, greet guests for inquiries, resolve client issues over the phone, in person and via email. Escalating to supervisor when necessary. Monitor guest conduct during arrival and exit to ensure a safe and secure environment for all.

3. Complete all company and venue required training and participate in guest services team meetings.

4. Knowledge of all facility protocols to help ensure guests are safely following protocols while inside the facility. Reporting any injury or unsafe area to supervisor. Act as a member of the emergency evacuation team by communicating and directing guests during an emergency.

5. When necessary, will assist Guest Services management with retrieving lost and found property.

6. Assist in Guest Services related training exercises including but not limited to medical aids, emergency procedures or "Experience" Service Excellence Guest Services Training several times a year.

Required Qualifications (Job Knowledge, Skills, and Education):
  • Minimum education level of: High School Diploma or GED.
  • At least 1-2 years' experience is a guest services related work environment.
  • Must be able to work a variable schedule including evenings, weekends, and holidays.
  • Must be able to represent TRNA and the Guest Services Department in an exemplary manner.
  • Must be able to work in a fast-paced environment during large or high-profile events.
  • Possess strong verbal communication skills.
  • Must be able to adapt to changing assignments and priorities.
  • Must be able to maintain good business relations with all employees, guests, clients, and service providers.
  • Must be able to interact effectively and calmly with angry or emotional guests, clients, and employees.
  • Must be able to maintain a neat, clean, and professional attitude, demeanor, and dress appearance.
  • A good understanding of the guest services roles in a facility environment.
  • Must have reliable transportation.
Preferred Qualifications (Job Knowledge, Skills and Education)
  • Previous experience working in events, and knowledge of convention/trades/consumer shows.
  • Education in business, hospitality, or tourism preferred.


Physical Activities:

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the team member is regularly required to sit, stand, walk, reach with hands and arms, talk or hear. Team members must move about on foot, standing and walking for extended periods to accomplish tasks. The team member is occasionally required to lift, push, pull, and move up to 20 pounds or more. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and depth perception.

Work Environment:

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the team member may be exposed to outside weather conditions. Team member use of Personal Protective Equipment (PPE) may be required in certain situations. Team member must comply with all Federal, State and Local regulations and published Company work rules as well as written instructions. The noise level in the work environment is usually low to moderate.

NOTE: The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

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