Guest Services Representative

About the role

Guest Services Representatives deliver best-in-class service to ensure an exceptional guest experience for all internal and external guests of T-Mobile Center. They address questions, needs, and resolve concerns in an energetic, engaging, professional, and welcoming manner.

Responsibilities

• Deliver exceptional service while greeting, checking tickets, providing information, answering questions, giving directions, and escorting guests as needed.
• Assist and accommodate guests with special needs.
• Respond to guest questions or complaints in a timely and professional manner while maintaining a world-class service mindset.
• Assist Guest Services management with retrieving lost and found property.
• Enforce all venue policies and procedures and attend company trainings, including medical aids, emergency procedures, safety, and customer service training.
• Act as a member of the emergency evacuation team by communicating with and directing guests during facility emergencies.
• Perform additional responsibilities as directed by management.

Requirements

• Minimum education: High School Diploma or equivalent.
• Minimum 1 year of customer service-related work experience.
• Demonstrated superior customer/guest service skills.
• Positive, customer service-oriented attitude at all times.
• Ability to speak, understand, and follow directions in English.
• Able to work in a fast-paced environment during large or high-profile events.
• Able to maintain good business relations with employees, guests, clients, and service providers.
• Able to interact effectively and calmly with angry or emotional guests, clients, and employees.
• Able to maintain neat, clean, and professional demeanor, grooming, and dress code standards.
• Able to move around the facility and stand or remain in a stationary position for extended periods.
• Able to occasionally push guests in a wheelchair (requires ability to grasp, push, pull, and maneuver up to 300 lbs on wheels).
• Able to work evenings, weekends, and holidays as needed according to the venue schedule.

Preferred Qualifications

• Previous work experience in a sports, entertainment, or convention facility environment.