Guest Service Ambassador

2 weeks ago

Albany, New York, United States ASM Global Full time
Job Title:

Guest Service Representative

Department:

Operations

Reports To:

Security Manager / Security Supervisor

FLSA Status:

Hourly / Non-Exempt

Pay Rate:

$15.00

Facility:

ASM Global / MVP Arena

Location:

Albany, NY

SUMMARY:

Under the supervision of the Security Manager and Security Supervisors, this role is responsible for providing exceptional customer service, scanning tickets, directing patrons to appropriate locations, and communicating facility amenities. This is a part-time, casual position as needed based on events.

ESSENTIAL DUTIES & RESPONSIBILITIES:
  • Provide excellent customer service and maintain a courteous and professional demeanor.
  • Exercise restraint and patience when dealing with a disruptive patron.
  • Ensure patrons enter and exit the building in an orderly fashion.
  • Scan patron's tickets as they enter the building and ensure all patrons have a proper ticket/credential.
  • Direct patrons to appropriate locations (seats, restroom, etc.).
  • Ensure patrons are in the correct location(s) with corresponding tickets.
  • Listen and respond to patron's questions, comments, and suggestions and get assistance when needed.
  • Communicate to Security Supervisor any issues, including patron accidents, patron actions that may be disruptive or inappropriate.
  • Be alert and oversee assigned area for spills or situations requiring staff attention.
  • Follow protocol in the case of emergency situations.
  • Maintain the rules and regulations of the building.
  • Other duties may be assigned.
QUALIFICATIONS:
  • Must be at least 18 years old.
  • HS Diploma or GED required.
  • A minimum of six (6) months prior customer service experience.
KNOWLEDGE, SKILLS & ABILITIES:
  • Excellent customer service skills.
  • Must be personable and proactive in providing assistance to all patrons and staff.
  • Follow oral and written instructions and communicate effectively with others.
  • Must have professional presentation, appearance, and work ethic.
  • Must be fluent in English.
  • Able to see and read small-sized text on tickets (paper and electronic).
  • Must be able to work irregular hours, including nights, weekends, holidays, as well as during normal business hours.
  • May be subjected to adverse conditions.
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. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

  • Move around the facility, climbing stairs, walking, and standing for an entire shift.
  • May be exposed to adverse weather conditions, loud noise, flashing lights, and darkened areas.

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