Guest Services Greeter

The primary responsibility of this position is to welcome guests with a smile, create a heightened level of hospitality through superior customer service, and enforce building policies. This position proactively interacts with guests, seeks to answer basic guest services questions as guests approach the building or wait in line, or as they leave an event. The essence of the Greeter position is to elevate guest experience upon guest entry and upon guest egress. 

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

Greeter Duties:

• Welcomes every guest entering the arena with a smile, a greeting, and eye contact
• Maintains complete knowledge of and complies with all departmental policies, standards, and procedures
• Provides our guests with an exceptional arrival and departure experience that makes them feel welcome
• Answers guest questions and offers information & assistance related to all aspects of the AAC with enthusiasm
• Anticipates the guest's needs and reacts before they need to ask
• Makes each guest feel important and special
• Directs guests to all areas as requested by being knowledgeable of the building layout and the surrounding area
• Provides information to guests as requested by being knowledgeable of all event details
• Owns all requests and complaints, and follows up to ensure the guest's satisfaction
• Resolves guest problems/complaints within the scope of authority, otherwise contacting a Supervisor, if necessary
• Meets the demands of a fast-paced environment by using good judgment and the ability to multi-task
• Provides excellent service consistent with COC's core values
• Practices teamwork and willingly assists fellow employees to foster and promote a cooperative and harmonious work environment
• Other duties as assigned

Guest Services Team Member Responsibilities:

• Embodies the company core values of Integrity, Passion, Teamwork and Excellence
• Provides excellent customer service to guests and team members
• Greets guests in a friendly manner and offers directions
• Follows prescribed protocols for the safe egress of guests during all emergency evacuation situations
• Provides guests with accurate event and arena information
• Deals with guest problems and complaints up to the level where intervention by a supervisor is required
• Monitors crowd behavior and takes steps to ensure that each guest enjoys the event without disruption from others
• Follows policies and procedures as set forth by the Guest Services Management Team
• Enforces health & 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
• Schedules their own availability on the electronic scheduling system
• Presents a neat and professional appearance
• Performs other duties when re-deployed or called upon to work in other areas without notice

Education / Qualifications:

• Applicant must be available to work nights, weekends and holidays.
• Preferred six months of customer service experience
• Possess excellent verbal and written communication skills
• Must be able to use a computer for scheduling purposes
• Must be able to operate equipment such as scanners, printer, radios, and flashlights

Physical Demands / Work Environment:

• 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 for up to 6 hours per event, and to move quickly between floors
• Position requires the ability to sit, stand, walk, talk, and hear
• Ability to see in order to identify ticket validity, seat locations, and potential safety or security situations
• Ability to speak clearly with customers and with other employees
• Ability to stand and walk around outside for 2-3 hours in all types of weather to greet guests as they enter or exit the building
• Ability to use hands and fingers to handle/ feel tickets, operate radios, and hold signs and flashlights
• Requires the ability to lift and/or move up to 10-20 pounds
• Noise level in work areas is usually moderate, however, during events; the noise level may be loud
• Requires ability to perform all essential functions not only indoors, but also outdoors, exposed to the elements (heat, cold, humidity, rain, snow, and wind)
• Employees must be able to work on evenings, weekends and holidays as required
• There are no set breaks; breaks are discretionary 
• Requires ability to perform all essential functions indoors/outdoors exposed to the elements (heat, cold, humidity, rain, snow, and wind).