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

Phoenix Suns jobs
Sports Jobs in Phoenix, AZ
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 Supervisors & Guest Relations staff members should welcome each Guest with enthusiasm, be proactive and offer assistance & thank every Guest. Supervisors should serve as “Guest Experience” role models & leaders to the Ambassadors, other departments and arena partners and remain knowledgeable about upcoming events, team status and other venue information.

Essential Duties
  • Lead the GR Supervisors & Ambassadors throughout the event and ensure that all areas are covered and the event is running smoothly, assisting where help is needed
  • Supervise all staff activity and deliver constructive coaching/discipline when necessary
  • Coordinate wheelchair runs throughout event
  • Work with PBX to ensure that all WC slips are filled out accurately
  • Conduct and/or assign wheelchair runs throughout event – ingress and egress
  • Supervise the break process to ensure all Supervisors & Ambassadors have completed breaks & their areas are covered
  • Proactively greet guests in the Pavilion when not busy with other duties
  • Spend a majority of the event/game on the concourse monitoring staff activity
  • Assist coworkers when needed
Designated Driver
  • Sign up guests for our DD program through the end of the 1st quarter, (ensuring all forms are filled out completely), check his/her ID and issue voucher for beverage & RHIR details
  • Select and locate winner, issue gift bag, & escort to court at halftime for recognition
  • Assist coworkers when needed during 2nd half – particularly in the upper concourse
  • Proactively greet, assist & answer all guests/issues who enter Guest Relations
  • Assist ticketing person as needed & Answer the front desk phone
  • Collect lost & found items & label with where they were found & turn in to Security Control
  • Ensure desk is clean, organized, & free of debris upon the end of shift
  • Fill out End of Event Report completely & legibly
  • Return stanchions & seating map to back office
  • Retrieve wheelchairs from garage at start of event
  • Float concourse before doors open & relay any information back to GR not covered in briefing ex. promo desks, community displays, etc.
  • Conduct wheelchair runs throughout event
  • Float in upper level during the 2nd half of event (if open) – ensure proper coverage during breaks
  • Spend a majority of the event/game on the concourse monitoring guest and staff activity
  • At the request of the Lead, deliver “Make It Special” goody bags to guests
  • Work directly with event ticket manager to handle relocations
  • Record all accessible relocates on relocate sheet
  • Assist desk position when not busy
  • Clean up ticket workspace at the end of the event
  • Return Will Call tickets to proper Ticket Manager
  • Proactively acknowledge guests in the Pavilion during event egress or as requested by the Lead
  • Assist Ticketing and Desk supervisors with ticket/desk requests during increased office activity
  • Conduct Guest Relations pre-event check list to ensure proper venue set-up and conditions
  • Support Lead and Float in conducting wheelchair and other escorts as needed
  • Cover Supervisor and Ambassador breaks as needed. Cover PBX duties during WC survey walk.
  • At the request of the Lead, deliver “Make It Special” goody bags to guests
  • Assist in monitoring guest activity in the upper concourse (when open)
  • Proactively greet guests in the Pavilion when not busy with other duties
  • During first 15 minutes of shift after clocking in: Set up desk, daily paperwork, stanchions, code of conduct, & seating map
  • Open & close the phones and ASSIST & 24/7 programs at start & end of event
  • Use proper & clear answering verbiage & phone etiquette (‘hold’, ‘transfer’, etc.)
  • Plug in listening device case to charge listening devices at beginning of shift
  • Complete wheelchair survey and input information online. Begin & finish in 2nd quarter
  • Serve as the central coordinator for event wheelchair slips and work with the Lead to develop WC assignments (if necessary)
  • Ensure desk & back counters are clean, organized, & free of debris at the end of shift
  • Unplug listening device case at end of shift
  • Store all event giveaway items and other merchandise in their proper locations
  • Monitor, triage and respond to guest text assist inquiries and route security requests to Control
  • Manage & enter dispatch requests in the 24/7 IMS System & route requests to responsible depts.
  • Notify Manager/Director of any opportunities to conduct “snag recovery” following an incident
South Tunnel
  • Set up corral & mobile office including claim tickets, tape, scissors, wheelchair slips, flashlight & booster seat(s) for all concerts and family shows
  • Intercept all wheelchair runs & other escorts to floor seats & lower rows
  • Coordinate ingress & egress procedures for fans sitting in these lower seats
  • Assist/coordinate restroom & concessions runs to include access to South tunnel restrooms or elevator access to main concourse. This should only be done for guest plus one companion.
  • 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

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