Job Title: Guest Relations Representative
Department: Guest Experience
Business Unit: KSE
Location: Denver, CO (Ball Arena, DICK’s Sporting Goods Park & Paramount Theatre)
Reports To: Director, Guest Experience
Employment Type: Variable Hour – Hourly – Non-Exempt
Supervisor Position: No
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Kroenke Sports & Entertainment (KSE) is an American Sports and Entertainment holding company based in Denver, Colorado. KSE is committed to providing world class sports and entertainment for both live and broadcast audiences. We are the employer of choice as the owner and operator of Ball Arena, DICK’S Sporting Goods Park, the Paramount Theatre, Denver Nuggets (NBA), the Colorado Avalanche (NHL), Colorado Mammoth (NLL), Colorado Rapids (MLS), KIMN,KXKL, KKSE (FM/AM), Altitude Sports & Entertainment, Major League Fishing/Fishing League Worldwide (MLFLW), Winnercomm, Outdoor Sportsman Group and SkyCam.
Nature of Work:
Our KSE Guest Relations team as part of our Guest Experience department shares the common goal of providing guests with a consistent level of service that both exceeds their expectations and enhances their experience at our venues. We all work together to welcome each guest to every event with genuine enthusiasm. As a Guest Relations Representative, your top priority is the guest. You are here to assist our guests and ensure their needs are met. Positive energy and enthusiasm are expected.
Examples of work performed:
• Greet guests in a friendly and welcoming way
• Smile and provide a warm welcome/thank you/good night to all guests
• Offer assistance in locating seats, concession stands, ATMs, smoking sections, bathrooms, etc. in arena and/or at our outdoor venue
• Distribute promotional items and giveaways to guests during events
• Relocate guests to ADA seating when necessary
• Provide wheelchair escorts for guests
• Roam concourses/up and down sections/in specific areas of the arena during an event to further assist guests
• Determine best action to be taken in response to guest complaints or problems; consults with Supervisors and Manager to determine best course of action for unusual problems or situations
• Maintain a positive, professional working relationship with all building partners and works with all departments to assure highest quality experience for our guests
• Utilize a radio to communicate with other staff members
• Scan guest tickets upon entry of venue (Paramount Theatre ONLY)
• Occasionally manage a kiosk position
• Adhere to all work rules, procedures and policies established by the company
• Attend/participate in all required department and company trainings
• Ability to work a varied, part-time schedule including weekends, evenings, holidays and playoffs
• Other duties as assigned
This description is a summary only and is describing the general level of work being performed, it is not intended to be all-inclusive. The duties of this position may change from time to time and/or based on business needs. We reserve the right to add or delete duties and responsibilities at the discretion of the supervisor and/or hiring authority.
Working Conditions & Physical Demands:
• Ability to stand & walk for extended periods of time (on solid concourses/outdoor concrete/up and down stairs/etc.)
• Ability to work both indoors and outdoors in varied weather conditions
• Ability to work a 4–7 hour shift on average
• Tolerance for moderate to loud event noises/music/sound/lights
• Ability to work non-traditional hours including nights, weekends and holidays
• Ability and comfortability with pushing guests in a wheelchair
Qualifications
- Minimum
- High school diploma or GED
- MUST have an upbeat, energetic personality, feel comfortable interacting with guests and have a positive, team-oriented, professional attitude
- Preferred
- 1+ year of guest relations/customer service experience
Competencies/Knowledge, Skills & Abilities
• Excellent customer service skills with solid working knowledge of generally accepted standards of customer service and problem resolution
• Friendly, outgoing and personable attitude
• Ability to communicate effectively both verbally and in writing with guests, employees and vendors on a daily basis
• Ability to work a varied schedule to include evenings, weekends and holidays with shifts that range (on average) from 4-7 hours
• Basic email and computer skills (to utilize online scheduling system and email communication)
• Ability to maintain a high level of confidentiality and professionalism to represent the department and company
Compensation
• $19.50/hour
Benefits
• 401k/Employer Match
Equal Employment Opportunity
Kroenke Sports & Entertainment (KSE) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
