Guest Service Representative

Responsibilities

• Greet guests enthusiastically, provide event information, and assist with directions.
• Enforce facility policies (e.g., no smoking, no outside food & beverage, restricted access, no re-entry) and proactively address guest questions, concerns, or complaints, escalating when needed.
• Respond to emergencies, involving Security or Supervisors as appropriate.
• Lock/unlock facility doors and regulate the flow of employees and guests to maintain safety.
• Manage the flow of employees and visitors throughout the facility to maintain safety, while overseeing access to restricted gates and areas, recording entries and purposes as required.
• Handle lost and found items, maintain records, and keep the work area clean.
• Provide clear directions and information about venue facilities, event specifics, and nearby local businesses and attractions.
• Communicate verbally clearly and concisely in English.

Requirements

• Must have the ability to work harmoniously in a team-setting exhibiting excellent customer service to fellow workers, guests, clients and the community.
• Personal and professional initiative, enthusiasm, and dedication to excellence in wide-ranging services to the center’s clients.
• Basic computer skills (i.e.: Microsoft Word, Outlook, etc.).
• Requires ability to work flexible hours, and potential to cover for other shifts in addition to normal working hours.
• Working Conditions: Ability to stand for long periods of time required. Must be able to climb stairs in restricted lighting. Ability to move quickly from one area to another in a safe manner. Flexible hours including weekends, holidays, and evenings.

Qualifications

• Strong communication and professional guest interaction skills.
• Understanding of customer service principles and best practices.
• Familiarity with fire safety, emergency evacuation procedures, and verbal de-escalation techniques.
• Knowledge of two-way radio use and radio communication protocols.
• Basic office procedures, computer use, and recordkeeping skills.
• Ability to prepare clear, concise reports and maintain accurate records.
• Exceptional customer service mindset and problem-solving abilities.
• High school diploma or GED preferred.
• Prior experience in a customer service role (minimum one year preferred).
• Physical ability to stand, walk, and climb stairs for shifts lasting 4–6 hours.
• Willingness to work in varying weather conditions.