The Game Day and Event Receptionist of Fan Services, Recovery, and Tours plays an essential role in ensuring outstanding guest experiences before and during all home games, special events, and stadium tours. This individual serves as the primary point of contact for fans, guests, and VIPs, fostering a welcoming and professional environment. When tour support is required, the receptionist also assumes the role of an informed and engaging tour guide, offering insights into the venue’s history, amenities, and exclusive behind-the-scenes areas.
Essential Functions:
• Customer Service Support:
o Act as the first point of contact for guests with questions, concerns, or complaints.
o Provide prompt and courteous assistance to address and resolve service-related issues in real-time.
o Escalate complex issues to the Coordinator of Fan Services, Recovery, and Tours as needed.
o Maintain a positive, professional demeanor and demonstrate empathy in all guest interactions.
• Operational Assistance:
o Support the Coordinator with dispatching service recovery team members and implementing corrective actions.
o Help monitor and maintain guest experience standards, ensuring a clean and welcoming environment.
• Feedback and Reporting:
o Collect feedback from guests and report issues or trends to the Coordinator for further analysis.
o Help document and track service-related issues, ensuring accurate records are maintained for follow-up.
• Administrative and Miscellaneous Tasks:
o Assist with monitoring and responding to emails from service channel inboxes during events.
o Help address Fan Pack requests and monitor the Marlins Virtual Assistant.
o Perform other administrative duties and special projects as assigned by the Coordinator.
Qualifications & Requirements:
• Ability to work effectively under the pressure of large crowds and manage guest interactions with professionalism and composure.
• Availability to work flexible hours, including evenings, weekends, and holidays as required by event schedules.
• Strong communication and interpersonal skills with a friendly, energetic attitude.
• Ability to work both independently and collaboratively within a team.
• Excellent organizational skills with the capacity to manage multiple tasks simultaneously.
• Proficiency in Microsoft Office is preferred.
• Bilingual in English and Spanish is a plus.
Education & Experience:
• High school diploma or equivalent required; some college coursework or degree preferred.
• Prior experience in a customer service or guest experience role, particularly in a sports or entertainment venue, is advantageous.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
