Arena Service Representative
2 weeks ago
Position Overview:
The Miami HEAT and Kaseya Center are seeking dedicated Guest Experience Representatives to act as a bridge between our guests and The Heat Group, ensuring that exceptional service is delivered across various operational areas including Ticketing, Catering, Housekeeping, Finance, and general Arena Operations.
Key Responsibilities:
As a Guest Experience Representative, your primary duties will include:
- Welcoming and guiding guests throughout the facility.
- Addressing customer inquiries, safety concerns, and complaints promptly.
- Recording guest feedback and issues at each Guest Services Booth.
- Identifying opportunities to enhance customer service and overall guest satisfaction.
- Assisting guests with mobile ticketing issues outside the Box Office.
- Managing guest flow outside the West Plaza Ramp to minimize congestion at entrances.
- Providing support at Guest Services booths by answering questions and resolving issues.
- Overseeing the check-in process for bags, cameras, and other restricted items.
- Facilitating the relocation of guests to ADA-compliant seating as necessary.
- Supporting the organization’s designated driver program effectively.
- Collaborating with Season Ticket Services during events to foster positive relationships with Season Ticket Holders.
- Responding swiftly to requests from guests and team members, ensuring follow-up for guest satisfaction.
- Maintaining comprehensive knowledge of the facility, current events, and the surrounding area.
Availability:
Candidates must be willing to work evenings and weekends, potentially until after midnight. Previous experience in guest services is preferred. Strong communication skills are essential, and bilingual proficiency in English and Spanish is advantageous.
Employee Benefits:
- Competitive compensation.
- Overtime pay on company-observed holidays.
- Paid training opportunities.
- Complimentary parking.
- Discounted meals for employees.
- 30% discount at the Miami HEAT Retail Store.
- Eligibility for the monthly MVP Recognition Program, which includes game tickets, in-game recognition, and more.
- Participation in Arena Talent Experience & Department Raffles.
- End-of-season performance bonus program (subject to criteria).
All qualified candidates will be considered for employment without regard to race, color, religion, sex, gender identity, age, disability, marital status, sexual orientation, pregnancy, genetic information, national origin, citizenship status, veteran status, or any other legally protected status. EOE & DFWP.
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