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).