Guest Service Representative

Job Title: Guest Service Representative

Class: Part-time, Non-Exempt

Reports to: Director of Guest Experience

Location: ArenaPay: $17.50/hr 

The Milwaukee Bucks strive to be the best sports and entertainment company in the world. We are looking for dedicated people who champion innovation, inspire and empower their teammates to perform at a world-class level, and foster a culture of continuous improvement.

What We Offer:

• Mental Health Resources
• On-the-job Training
• Milwaukee Bucks and NBA League Discounts
• Employer Paid Parking

This role has union representation by MASH.

Summary:

Guest Service Representatives (GSRs) provide exceptional service to thousands of guests attending games, concerts and events at the Fiserv Forum and Deer District, while striving to achieve the Milwaukee Bucks' mission to be the most successful, diverse, and inclusive sports and entertainment company in the world. 

GSRs should embrace a flexible approach to event work and may be assigned to the following responsibilities for any given event: Greeter, Ticket Taker, Usher, Escalator or Elevator Attendant, Guest Concierge, Mobility Team Representative, and Access Control Attendant. Each duty requires the GSR to interact with the guests, provide information and answer guest questions, and maintain an upbeat/positive demeanor, always. 

This role has union representation by MASH. 

Position Responsibilities:

Greeter/Ticket Taker:

• Welcome guests to the arena or event with an energetic and courteous attitude and thank them and bid farewell at the event's conclusion.
• Communicate entry and security policies with guests who are waiting in entry lines in order to expedite the entry process.
• Scan guests' tickets using mobile technology devices and assist guests with retrieving tickets from their personal mobile devices when necessary.

Usher:

• Greet and direct guests to their seats, and respond to their needs, questions, comments, and concerns.
• Monitor guest behavior inside assigned seating areas to prevent or quickly respond to any potential issues.
• Enforce the Milwaukee Bucks, Deer District and Fiserv Forum Guest Code of Conduct.
• Assist supervisory staff in deescalating guest issues, when necessary.
• Help guide guests out of the seating area quickly and efficiently in the event of an emergency or evacuation.

Elevator/Escalator Attendant:

• Operate elevators to transport guests to the appropriate level of the arena.
• Check guests' tickets for those accessing premium areas to ensure appropriate access.
• Assist guests by providing directions and answers to commonly asked questions.
• Ensure guests are using the escalators or elevators safely and report any concerns to management
• Offer priority access to guests using mobility devices or those with the greatest need

Access Control Host:

• Check guest tickets or credentials to premium or restricted areas to ensure appropriate access to that location.
• Welcome guests to premium areas or special events with an upbeat, energetic attitude.
• Provide guests with directions and information and answer event-related questions.

Mobility Assistance Host/Hostess: 

• Assist guests requesting wheelchair service to and from their seats.
• Monitor the Americans with Disabilities Act (ADA) seating areas and provide assistance to guests, if necessary, in the event of an emergency.

Guest Concierge:

• Provide detailed information, answer questions and field concerns and suggestions from guests visiting the Guest Concierge Desks with a friendly, approachable attitude.
• Be patient and calm when resolving guest issues and deescalating volatile situations.
• Collect lost-and-found items and record the receipt of those items in an online tracking system.
• Distribute "First Game Certificates" to guests and in-arena contest prizes to contest winners.

All GSRs, regardless of their assignment, will:

• Occasionally assist with pre-event set up and post-event clean up.
• Provide guests with a high-level of service by answering questions, giving information, and quickly responding to their needs.
• Maintain a positive/upbeat demeanor while working in a fast-paced, high-profile environment, and welcome the opportunity to resolve any guest concerns or conflicts quickly and efficiently.
• Perform other related duties as directed by supervisory and management team.

Qualification Requirements:

• 18 years or older is required.
• At least 2 years of customer service experience a plus
• Excellent customer service and communication skills.
• Ability to remain calm and focused in a fast-paced, high-attendance environment with diverse guest demographics.
• Ability to exercise sound, objective judgment to diffuse volatile and confrontational situations.
• Ability to memorize the layout of the Fiserv Forum and Deer District (seating sections, restroom and concession stand locations, attractions, etc.) in order to best assist guests.
• Maintain a neat, professional appearance as outlined by the Milwaukee Bucks and Fiserv Forum team member handbook.
• Be available to work at least 60% of scheduled Bucks, Fiserv Forum and Deer District events each month.
• Work a flexible schedule (variety of shifts) to include weekends and evenings and some holidays. Some overtime may be required.
• Ability to stand for an entire shift. (Reasonable accommodations will be made in accordance with the Americans with Disabilities Act.)
• Ability to walk throughout venue, up and down stairs, and on uneven surfaces, and ramps. (Reasonable accommodations will be made in accordance with the Americans with Disabilities Act.)
• Ability to bend, work in high elevations (all levels of the arena) and enclosed spaces (including elevators)
• Be comfortable in large crowds. Noise levels in the work environment are frequently loud.
• Be able to work both indoors and outdoors; may be exposed to all weather conditions, including extreme heat and cold.

All offers for employment with the Milwaukee Bucks are contingent upon the candidate having successfully completed a criminal background check. We will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state, and Federal laws.

The Milwaukee Bucks is an Affirmative Action and Equal Opportunity Employer, Ethnic Minority/Women/Disabled/Veteran/Gender Identity/Sexual Orientation. 

We provide our employees with a robust employee benefits plan that focuses on the mental and physical wellness of our team. We strive to offer a flexible work environment that allows our team members to be productive in both their work and home lives.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. 

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