Guest Experience & Services

About the role

Performs the event and guest service activities at the facility as scheduled and supervised by the event/operations director.

Responsibilities

• Work Guest Experience locations during events, assisting guests with directions, event information, item checks, and ticket relocation.
• Assist and bring resolution to guest issues and complaints, with empathy and a focus on satisfaction. Use supervisor support when necessary.
• Provide guest and event information outside in information chairs.
• Provide accommodation for wheelchairs, senior citizens, students and groups.
• Assist with hospitality services as needed.
• Serve as tour guide providing information and assisting visitors and patrons.
• Serve as a tram guide, giving information to guests as they ride trams from the parking lots.
• During day-to-day operations, serve as an ambassador of TRNA, assisting guests, contractors and staff.
• May perform other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Work independently, exercising judgment and initiative.
• Work effectively under pressure and/or stringent schedule and produce accurate results.
• Maintain an effective working relationship with clients, employees, exhibitors, patrons and others encountered in the course of employment.
• Define problems, collect data, establish facts, and draw valid conclusions.
• Follow oral and written instructions and communicate effectively with others in both oral and written form.
• Work in a fast-paced environment.
• Ability to work long and irregular hours may vary due to functions and may include day, evening, weekends and holidays.

Education and experience

High School diploma or GED and one (1) to three (3) months related experience and/or training; or an equivalent combination of education and experience.

Skills

• Good written, verbal and computer skills.
• Remain flexible and adjust to situations as they occur.
• Operate and be proficient utilizing standard office equipment and personal computer(s) using Outlook, MS Windows, Excel, Word and PowerPoint.
• Be licensed to operate a motor vehicle in the United States.

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.

• While performing the duties of this job, the employee is regularly required to move around the facility; to stand for long hours during events; talk and hear.
• This position may require work inside or outside of the building, as needed by events.
• Must be able to assist and transport mobility impaired guests safely in a wheelchair to and from assigned location during events.
• Must be able to work in outdoor all-weather conditions.