Guest Services Elevator Ambassador

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 enter/exit an elevator. The essence of the Elevator Ambassador position is to elevate guest experience upon guest access and transportation between building floors.  

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

         Elevator Operator Duties:

  • Greets guests and directs them to their designated seating area 
  • Pushes buttons to control movement of elevator
  • Informs patrons of elevator beverage policies
  • Reads tickets and passes in order to give directions to correct level
  • Announces every floor upon arrival
  • Makes each guest feel important and special
  • Ensures televisions are on appropriate programming
  • Operates the elevator independently with use of elevator key
  • Demonstrates knowledge of level access restrictions
  • Demonstrates knowledge of employee and credential access
  • Demonstrates knowledge of building layout and landmarks
  • Escorts guests in elevator to nearest stairwell during emergency evacuations
  • Handles and directs wheelchairs in an enclosed space with other guests
  • 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:

  • Position requires the ability to stand in an enclosed space for up to 6 hours – with minimum relief
  • 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 use hands and fingers to handle/ feel tickets, use elevator keys, operate scanners, radios, and printers, push elevator buttons, 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
  • 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).