Attnd, Guest Experience_UHU

About the role

Responsible for providing exemplary service and assistance to Guests at Universal Horror Unleashed. Supports the guest experience while rotating through various positions including greeting Guests, answering Guest questions, completing sales transactions, monitoring reservation system, verifying appropriate ticket type, redeeming tickets, selling merchandise, and operating the experience safely and efficiently.

Responsibilities

• Enthusiastically greets and welcomes Guests as they enter each area of the experience.
• Ensures Guests' electronic ticket is accurate for date/time to enter the experience while maintaining accurate check-in logs and contacting Guests as necessary.
• Communicates reservation and merchandise inventory concerns.
• Follows all established opening and closing procedures.
• Ensures the proper use of safety practices and procedures, ensures appropriate guest experience flow, loads each house at appropriate time intervals while pulsing guest flow.
• Safely addresses Guest concerns, escalates as needed and evacuates the house in accordance with operating procedures as necessary.
• Acts as a liaison with Entertainment and Food & Beverage partners to ensure an efficient guest experience flow.
• Understands valid ticket media and how to correctly process each ticket leveling on a Guest's mobile device.
• Scans and verifies admission tickets, and their ownership, upon Guest entry into the experience.
• Properly identifies fraudulent tickets and notifies leadership for escalation support.
• Resolves and eases sensitive Guest situations on an individual basis through personal interaction.
• Asks exploratory questions to identify concerns, needs, and expectations.
• Determines and provides appropriate course of Guest recovery while communicating issues regarding reservation system, tickets, guest experience operation and cleanliness concerns appropriately.
• Supports seasonal and special events within the experience by assisting with arrivals and check-in of event guests, facilitates movement of groups throughout the experience while partnering with other departments for a seamless guest experience.
• Maintains a clean work environment. Constantly monitors immediate area and surroundings for trash and debris and assists in its removal as needed.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
• Performs other duties as assigned.

Qualifications

• Strong communication and guest services skills.
• Retail experience is preferred.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Consistent attendance is a job requirement.

Education

High school diploma or GED is preferred.

Experience

0 – 1 year of guest services, digital and cash transactions, and/or prior sales experience is required; or equivalent combination of education and experience.

Certifications, Licenses, Registrations

Must be able to obtain a LVMPD Non-Gaming work card upon employment.