Guest Services Representative

Position Overview:

The primary responsibility of this position is to represent the Guest Services Department and our customer service standards. This position also works inside the Guest Relations Office, at kiosks, and in locations throughout the building.

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

                Guest Services Representative Duties:

• Distributes programs, promotional materials, umbrella bags, and other items to all entrances before and after event
• Executes Designated Driver Program as required including registering participants, working kiosks, and distributing giveaways and prizes
• Executes the Lost Child Program which allows parents to register children so they can be easily found if separated from their parents
• Administers the Assisted Listening Device Program to hearing impaired guests
• Provides considerations to guests with ADA requirements and other special needs
• Ensures correct wheelchair escort procedures
• Processes all lost and found items including receiving, tracking, and distributing items lost or found during event
• Turns in all processed lost and found items to the Control Room at the end of the event
• Manages distribution, logging, and replenishing of Center Cash
• Collects prohibited items such as cameras, distributes claim tickets, and returns items to patrons at the end of the event
• Possesses knowledge of event related information such as the teams, building or performing artists
• Answers any questions guests may have
• Recommends food and beverage selections and locations
• Provides information regarding tickets, transportation, and parking
• Answers Guest Relations phone line and radio calls
• Assists with taking inventory and report any needs to GSR Lead
• Reads tickets and passes in order to give directions to correct level when working an elevator
• Provides any other Guest Services tasks that American Airlines Center may require

         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:

• Minimum of 6 months customer services experience

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
• Requires the ability to use hands and fingers to handle/ feel tickets and to hold signs
• Requires the ability to walk, talk, and hear
• Requires the ability to lift and/or move up to 15-25 pounds
• Requires the ability to assist a guest getting in and out of a wheelchair
• Requires the ability to push a wheelchair with guests sitting in the chair
• Requires the ability to stand in an enclosed space (i.e. elevator)
• 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
• Requires ability to perform all essential functions indoors/outdoors exposed to the elements (heat, cold, humidity, rain, snow, and wind).