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Guest Relations Ambassador (Part-Time) with Phoenix Suns in Phoenix, AZ

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Facility Operations/Event Staff: Game Day/Event Staff
The goal of Guest Relations is to enhance the Guest Experience at Talking Stick Resort Arena. This requires a team effort from all Guest Relations staff members, regardless of their assigned duty for that event. All Guest Relations staff members should welcome each Guest with enthusiasm, be proactive and offer assistance & thank every Guest. All Guest Relations areas must remain neat & clean and the entire building must be a safe environment for fans & staff. Ambassadors should serve as “Guest Experience” role models & leaders to other departments and arena partners and remain knowledgeable about upcoming events, team status and other venue information.

Essential Duties
Assist with all functions of Guest Relations including but not limited to:
  • Proactively greet guests warmly, with enthusiasm and a smile, and provide seat location directions and venue information
  • Provide wheelchair and escort services through knowledge of the facility and being able to efficiently move the guest around the facility in a timely manner
  • Monitor guest flow and suggest alternate entrances for efficient routes to guests’ seats
  • Assist in distribution of event giveaways and other information
  • Support fellow co-workers during game day or event activities
  • Develop best practices and improve them while working
  • Mentor new Ambassadors as required including: wheelchair runs & escorts
  • Explain the resolution processes of ticket issues, giveaway rules and facility policies and procedures, Guest Relation services and other information about Talking Stick Resort Arena as requested
Pavilion, Old Suite Holders, Northwest Doors, East and South Entrances
  • Proactively greet guests upon entry to the venue at respective entrances
  • Upon arriving at the assigned location, become familiar with venue amenities in the area – restrooms, ATMs, Team Shop, concessions, First Aid, AED machines, vertical circulation, etc. to provide immediate assistance
  • Provide event information including game day event, start/end times, show run, intermission, Team Shop/merchandise locations, special promotions, etc.
  • Offer assistance to will-call, ticket windows, entry doors, elevators, escalators, parking garage, the Guest Relations Office, designated event tables, entry lines, and other venue locations, etc.
  • Once the event has started, walk the main or upper concourse to monitor guest activity, answer questions, and provide assistance
  • Greet GSRs at portals and provide assistance/communication to GSR Supervisors, Security Control and Custodial as needed
Guest Relations Ambassador Duties – Talking Stick Resort Arena
  • Monitor restroom activity during intermissions and immediately report any maintenance issues to custodial staff
  • Assist in monitoring portal entries, accessible seating sections or other locations for Guest Service Representatives (GSRs) as necessary
  • Prior to the end of the event, return to the assigned entry to provide guests with a farewell. Be knowledgeable of game status and upcoming events.
Requirements
  • Available to work all home Phoenix Suns, Arizona Rattlers, Phoenix Mercury, Concerts and special events at Talking Stick Resort Arena, including events held on weekends, nights, and holidays
  • Proficient in strong problem solving and decision making skills within job duties
  • Notify Supervisors to assist in conflict resolution
  • Demonstrate ability to handle confidential information
  • Must be punctual and timely in meeting all requirements of performance, including, but not limited to attendance standards and work deadlines
  • Maintain courteous, professional and effective working relationships with coworkers, department heads, staff, partners, sponsors and fans
  • Manage multiple guest issues simultaneously and document resolution
    Professional appearance and conduct
Attributes
  • Positive attitude; team player
  • Demonstrate a strong work ethic
  • Excellent organizational, communication and interpersonal skills
  • Flexible, able to change tasks in a moment’s notice
  • Focused, alert and able to listen and communicate with guests
  • Focused, alert and able to listen and communicate on handheld radios
  • Detail oriented
  • Greet guests warmly, with a smile and provide seat location directions
  • Work closely with US Airways staff to ensure a high-quality guest experience
  • Resolves and communicates all customer service issues to Guest Relations Manager and Supervisors
  • Ability to assist with departmental training initiatives
  • Facilitate guest departures providing accurate directions and ensuring guest satisfaction
  • Knowledge of the facility
  • Attend meetings and training as requested

This is not an all-inclusive document. Additional duties, expectations, demands, etc. may be added or changed to this document on an as-needed basis in order to meet organizational needs.

The Phoenix Suns are an Equal Opportunity Employer
M/F/D/V
 

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