Part-Time Guest Services Representative

General Description

The Part-Time Guest Services Representative serves as the front-line ambassador for all events, including NBA/WNBA games, concerts, and special events. This role is responsible for creating a welcoming, safe, and high-energy environment by providing exceptional customer service and assisting guests throughout the venue. This position plays a key role in delivering a memorable fan experience aligned with the organization’s commitment to Passion, Accountability, Customer Focus, and Teamwork.

Responsibilities

• Greet guests in a friendly, professional, and energetic manner upon arrival
• Aid guests with directions, seating locations, and general venue information
• Provide accurate event details, including promotions, amenities, and policies
• Proactively engage with fans to enhance their overall experience
• Staff assigned areas such as entry gates, concourses, seating sections, and premium areas
• Assist with ticket scanning, ushering, and crowd flow management
• Ensure all assigned areas are clean, organized, and guest-ready
• Support pre-event, event, and post-event responsibilities
• Maintain a safe, positive environment by monitoring guest behavior
• Ensure compliance with venue policies and code of conduct
• Identify and escalate issues to supervisors or security when necessary
• Assist with emergency procedures and provide support during incidents
• Address guest concerns calmly and professionally
• Provide solutions in real-time or escalate concerns to supervisors
• Maintain a customer-first approach in all interactions
• Work closely with Guest Experience Supervisors, Security, Ticket Operations, and other departments
• Participate in pre-event briefings and team huddles
• Support team members to ensure a seamless guest experience

Qualifications

• High school diploma or equivalent
• 1-3 years of customer service experience
• Excellent social and leadership skills with a diverse staff
• Tenacious work ethic
• Detail oriented and highly organized with an ability to handle multiple tasks and adapt to change
• Ability to work flexible hours including evenings, weekends, and holidays
• Must be able to work 70% of the Toyota Center events each month.

Physical & Mental Requirements

• The employee is regularly required to stand, sit, walk for an extended period of time; use handle or feel; reach; stoop; kneel; crouch or crawl;
• The vision requirement includes the ability to review written and electronic materials in both digital and physical format.
• Ability to receive detailed information through oral communications from guests, radios and overhead sound
• Will be able to transfer and move items for departmental needs.
• Will be able to adjust to changing work hours and on-site locations as needed in light of the strong focus on external communications and relationships.