Guest Services (Part-Time)

About the role

We are seeking dedicated Guest Service team members who are tasked with passionately and proactively helping and engaging with our guests inside Gainbridge Fieldhouse. This position’s core function is assisting guests and making their experience memorable in a positive way.

Responsibilities

• Proactively engage with guests in a professional, hardworking, outgoing, and friendly manner utilizing our “ASSIST” principles.
• Answer questions during all events occurring at Gainbridge Fieldhouse.
• Be knowledgeable about all aspects of Ticketmaster, Pacers, and Fever mobile ticketing process.
• Aid guests with cash to card transactions, their credit cards, and their Mobile Wallet to allow for a seamless experience at concession stands and merchandise stores.
• Encourage guests to explore all features of the Pacers and Fever apps.
• Field questions and address inquiries related to accessibility needs.
• Direct restroom and concessions lines in a friendly manner, as needed, to shorten guest waiting times and to improve efficiency.
• Enhance the guest experience through various programs such as first game buttons, and surprise and delight gifts.
• Complete annual KultureCity training and provide knowledge of the sensory room and sensory bags.
• Address, respond to, and resolve concerns during and after each event while upholding the highest standard of guest service.
• Work with department management to create and execute service recovery plans.
• Manage all Lost & Found items during events using an electronic tracking system.
• Assist with emergency procedures as defined by Pacers Sports & Entertainment.
• Attend all the annual training required for part-time employees.
• Assist with monitoring events in the Gainbridge Fieldhouse Command Center.
• Demonstrate initiative and show strong decision-making skills.
• Collaborate with other employees to champion strong teamwork.
• Maintain a comprehensive understanding of the building layout, including all entrances, exits, amenities, and emergency procedures.
• Stay updated on all upcoming events, promotions, and special activities to provide accurate information to guests.
• Handle guest complaints and issues with professionalism and empathy, ensuring a positive resolution.
• Assist with crowd control and ensure the safety and comfort of all guests during events.

Schedule Requirements

• Most shifts will be determined by the events at Gainbridge Fieldhouse.
• The number of games worked during the Pacer’s season will range from 25 to 50, while the Fever season will involve 15 to 30 games.
• Additionally, Gainbridge Fieldhouse and Live Nation/Public events will range from 25 to 50.
• Some months will be busier than others, so schedule flexibility is crucial.
• Availability and willingness to work extended hours, including nights, holidays, and weekends.
• The approximate number of hours worked per week will be 0 to 25, depending on the Gainbridge Fieldhouse game/event schedule.
• Must be available to work at least 50% of events each month.
• Ability to arrive for shifts up to two hours before the start of the game or event.
• Punctuality and presence for each work shift in appropriate professional attire as specified during training.
• Reliable transportation is required.

Qualifications

• High School Diploma or equivalent; some college courses will be helpful but not required.
• Background in hospitality or customer service preferred.
• Employees should possess proficient knowledge of Microsoft Word, Excel, Outlook and Windows, as well as the basic knowledge of operating a phone, radio, computer, and iPad.
• Effective and efficient problem-solving skills.
• The ability to defuse stressful situations in a calm tone.
• Ability to establish rapport with others and build strong interpersonal relationships.
• Ability to work well with patrons and co-workers from varied backgrounds.
• Understanding of the building's emergency plans and ability to assist guests in emergencies.

Physical and Environmental Demands

• While performing the duties of this job, the employee is regularly required to sit, stand, walk, use a computer, use a telephone, speak, hear, and write.
• While performing the duties of this job, the noise level in the office work environment is usually moderate and the noise level in Gainbridge Fieldhouse / game environment is usually loud.
• The stress level may become high during certain times of the year.