Guest Services Usher/Ticket Taker

The primary responsibility of this position is to collect and/or scan event tickets upon entry and to usher guests with fan friendly courtesy to their seats or designated seating area. This position is cross-trained to learn the duties of both Usher and Ticket Taker. This position is required to perform as either a Ticket Taker or Usher or both on any given shift.  

 

Essential Functions: include the following, other duties may be assigned.

Usher Duties:

• Checks tickets, passes, or credentials to ensure guests are in the proper seats or seating area
• Shares knowledge of section layout, ADA sections, elevator operation, and nearest emergency exits
• Executes Stop-in-Play for both hockey and basketball
• Keeps vomitory curtains closed and clear of standing patrons
• Walks up and down the section aisle to assist guests whenever necessary
• Executes promotions before, during, or after the event such as handing out coupons
• Checks for safety hazards and/or area defects in seating areas
• Maintains open and smooth access routes throughout seating area
• Resolves ticketing and seating issues quickly and efficiently with assistance of Lead if needed
• Secures stairwells to prevent unauthorized entry  
• Provides breaks or assists other positions including Ticket Takers, Elevator Operators, GSR, and Greeters  
• Alternates between Ticket Taker, Usher, and other positions throughout event 

Ticket Taker Duties:

• Inspects and ensures that the ticket scanner and printer equipment is functioning properly
• Examines and scans or collects ticket, credential, or pass to verify authenticity
• Counts, records, and reports number of tickets collected when necessary
• Shares knowledge of types of tickets and season ticket holder cards - suite, regular, MVP, barcodes, electronic QR codes, etc.
• Scans tickets out or stamps tickets at smoking door and enforces alcohol policies such as not allowing drinks outside
• Works with security to provide information and instructions as guests enter building
• Addresses the patrons entering and leaving the facility about policies, box office location, event information, etc.
• Provides breaks or assists other positions including Ushers, Elevator Operators, GSR, and Greeters
• Alternates between Ticket Taker, Usher, and other positions throughout event 
• Returns uniform jerseys before being re-deployed to other positions

Guest Services Team Member Responsibilities:

• Embodies the company core values of Integrity, Passion, Teamwork and Excellence
• Provides guests, clients, and team members with the best experience possible while providing excellent customer service and enforcing building policies.
• Is customer-service oriented, with a fan-friendly attitude, and always gives a memorable experience
• Follows prescribed protocols for the safe egress of guests during all emergency evacuation situations
• Provides guests with accurate event and arena information
• Receives and acts on complaints from patrons utilizing training, service recovery options, and established procedures
• Deals with guest problems and complaints up to the level where intervention by a supervisor is required
• Monitors guest behavior and takes steps to ensure that each guest enjoys the event without disruption from others
• Follows instructions from Leads, Supervisors, and Management with a positive and cooperative attitude
• Follows policies and procedures as set forth by the Guest Services Department
• Enforces health and safety building protocols and policies
• Enforces TABC policies and procedures
• Ensures that prohibited items are handled properly
• Collects lost and found items and turns them in according to Guest Services procedures
• Attends and participates in pre-event briefings
• Distributes programs and promotional materials to patrons
• Follows re-deployment orders when called upon to work in other areas without notice
• Ensures their own availability and scheduling on the online electronic scheduling system
• Demonstrates on time attendance and works scheduled events
• Must present neat and professional appearance

Education / Qualifications:

• Applicant must be available to work nights, weekends and holidays.
• Preferred six months of customer service experience

Physical Demands / Work Environment:

• Must adhere to all company safety and building protocols (mask mandate, social distancing, hand washing, etc.)
• Requires extensive mobility to walk and to stand for up to 6 hours without a set break
• Requires extensive mobility to walk up and down aisles and stairs on all levels of the building- from 5 to 8.5 inches per row-  for up to 6 hours per event, and to move quickly between floors
• Requires the ability to use hands and fingers to handle/ feel tickets, operate scanners and printers, and hold signs
• Requires the ability to walk, talk, and hear
• Requires the ability to lift and/or move up to 10-20 pounds
• Ability to use Guest Services related equipment such as scanners, printers, radios, and flashlights
• Noise level in work areas is usually moderate, however, during events; the noise level may be loud
• Employees must be able to work on evenings, weekends and holidays as required
• There are no set breaks; breaks are discretionary 
• This position has direct interface with guests, employees, contractors, etc.
• Requires ability to perform all essential functions indoors/outdoors exposed to the elements (heat, cold, humidity, rain, snow, and wind).