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Guest Service Representative - Phoenix Suns (Phoenix · AZ)

Phoenix Suns jobs
Sports Jobs in Phoenix · AZ
Administration/General Management: General Management/Profit & Loss
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The Guest Services Representative (GSR) is responsible for delivering a world class guest experience for all events at Phoenix Suns Arena which exceeds guests’ expectations.

Essential functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
  • Deliver upon the organization’s Mission, Core Values and Service Promise by creating strong personal interactions
  • Smile and provide a warm welcome/thank you and facilitate all guest-related matters in a professional and courteous manner through creative problem-solving
  • Consistently provide a personal, venue experience that exceeds guests’ expectations using good judgment and common sense without compromising safety and security
  • Serves as an information specialist and is knowledgeable about the arena and each event to appropriately respond to guest comments, questions, and requests in a prompt, courteous and professional manner
  • Inspect assigned work area prior to and during event, recognize potential hazards and observe appropriate precautions with guests including response and assistance in medical and emergency situations
  • Verify credentials and scan tickets allowing access or redirecting guests to the proper locations
  • Notify supervisor and/or security of all facility issues and housekeeping needs
  • Enforce policies during an event to assure the safety and security of all guests
  • Assist with ADA Transportation requests for guests as needed
  • Safely operate and monitor escalators and elevators to ensure safety of guests
  • Operate radio equipment, tablets and handheld ticketing devices
  • Additional duties may be assigned by a supervisor based on event.
  • Maintains regular and reliable attendance
 
Competencies
  • Retain an extensive knowledge of the organization and Arena (or other facility as needed), event operations, seating sections, key venue personnel identity, policies and emergency activity procedures
  • Ability to project a friendly, approachable and professional attitude and present a neat, well-groomed appearance at all times
  • Ability to effectively communicate with and listen to diverse populations, including strong verbal communication and written skills
  • Ability to clearly, effectively, and professionally interact with staff, supervisors, and the public. Will collaborate effectively with others to produce results
  • Ability to read and scan tickets and ensure authenticity
  • Must have a basic knowledge of technology, including operating and troubleshooting radios, tablets and handheld ticketing devices
  • Ability to confidently and independently utilize service recovery methods
  • Ability to react appropriately in emergency and high stress situations
  • Maintain order and ensure adherence to all safety and security policies
 
Education and experience
  • Must be at least 18 years old
  • HS Diploma or GED required
  • 6 months of previous guest service in a fast-paced environment preferred
 
Work environment & Physical Demands
The work environment characteristics described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Must be able to work weekends, nights and holidays when required
  • Ability to work the entire event including pre and post-event activities as needed
  • Must be able to work indoors and outdoors in a variety of weather, visibility and volume conditions
  • Ability to work independently and cooperatively in a team environment.
  • Finger, hand, and wrist dexterity
  • Walking, bending and ability to occasionally lift, carry and put away parcels weighing up to 30 pounds
  • Ability to stand for long periods of time and may include walking long distances, climbing stairs or operation of an elevator
  • Ability to take on any role within the Guest Services Team and switch roles as necessary depending on event requirements
  • Ability to Read, Write & Speak in English.
  • Bilingual is a plus
 
EEO statement
The Phoenix Suns are an Equal Opportunity Employer M/F/D/V


Other duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.