Guest Experience Representative INTRUST Bank Arena

Job description

SUMMARY:

As a Guest Experience Representative, you play a vital role in delivering amazing experiences through world-class entertainment, one guest at a time.

You will be a key player in creating a welcoming, safe, and memorable environment for every guest.

In this dynamic position, you will have the opportunity to work across a variety of front-line roles – including ticket scanning, ushering, attendant, and support roles.

Whether you are helping guests find their seats, answering questions, or problem-solving, your goal is to ensure each guest feels welcomed, valued, and supported with a positive and friendly attitude from the moment they arrive until the final encore or buzzer.




RESPONSIBILITIES:
+ Reports to Manager, Coordinator and Supervisor in appropriate uniform to attend pre-event briefings.
+ Welcome guests first with a warm smile, eye contact, and positive, energetic attitude.
+ Conduct 5-minute zone check of assigned position, reporting any hazards or items that need attention.
+ Have thorough knowledge of venue layout, policies, and event timelines to identify key locations, functions, and answer guest inquiries.
+ Anticipate guests needs first and take initiative to offer assistance in all forms.
+ Assist with accessibility services and accommodations as requested, including wheelchair escorts.
+ Support crowd control efforts by guiding traffic to keep walkways, platforms, and aisles clear.
+ Utilize radio to communicate effectively with leadership concerning guest or event needs.
+ Report any suspicious activity or safety concerns immediately before, during, or post event.
+ Monitor guest behavior and ensure compliance with venue policies and code of conduct.
+ Listen and handle guest concerns or complaints promptly and professionally; escalate when necessary.
+ Respond to guest questions, feedback, or concerns with empathy and solutions-first mindset.
+ Collaborate and refer to your supervisor to resolve seating issues or relocations when applicable.
+ Follow all safety standards, company, and department policies and procedures.
+ Operate equipment to perform necessary assignments such as ticket scanning devices to verify tickets.
+ Be knowledgeable of emergency procedures and assist during evacuations, or incidents as needed.
+ Work collaboratively with other team members and departments to deliver a seamless guest experience.
+ Act in a professional manner always with guests, clients, team members, and other encountered.
+ Provide and deliver exceptional guest experiences to every guest, client, or team member, every time.
+ Maintain cleanliness and organization of assigned areas.
+ Remain flexible and able to adapt to situations as they occur.
+ Regular attendance is an essential job function and must work a combination of all event types.
+ Position requires the ability to work at all ASM Global venues.
+ Other duties as assigned.



QUALIFICATIONS:
+ Must be at least [18+] years old.
+ Must be dependable, punctual, and flexible with scheduling and ability to work extended hours and/or irregular hours including nights, weekends, and holidays as needed.
+ Ability to stay calm and courteous under pressure in a fast-paced, high-volume environment.
+ Positive, friendly, attitude with neat appearance, and smile required.
+ Must work well with others.
+ Must speak and understand English.



EDUCATION AND/OR EXPERIENCE:
+ High School Diploma or GED.
+ Experience in customer service, hospitality, or entertainment venue preferred.
+ Must be able to work independently with little or no supervision.



SKILLS AND ABILITIES:
+ Guest first mindset.
+ Customer Service Excellence – Ability to engage guests with a friendly, helpful, and professional attitude.
+ Interpersonal and communication skills with ability to follow instructions, both verbal and written.
+ Maintain proper grooming and dress code standards.
+ Apply teamwork by working collaboratively with other team members.
+ Problem-solving to resolve guest concerns or unexpected situations calmly and efficiently.
+ Ability to undertake and complete multiple tasks.
+ Attention to detail.



PHYSICAL ABILITIES:
+ Ability to meet the physical demands of the job requires personal mobility to be able to get in and around the facility, lifting, carrying, moving, stooping, climbing stairs, and possibility of lifting to 30 lbs.
+ Position requires substantial walking, and ability to stand for extended periods of time.



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed above are representative of the knowledge, skill, and/or ability required.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.


NOTE: The essential responsibilities of this position are described under the headings above.

They may be subject to change at any time due to reasonable accommodation or other reasons.

Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.


ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply.

VEVRAA Federal Contractor.

Required Skill Profession

Other General