The Guest Service Representative is a part-time role responsible for assisting guests in various capacities to ensure a positive and memorable experience at SS&E events. This includes operating Guest Services locations, managing event night paperwork, tracking incidents, and supporting service initiatives. The representative will assist with administrative and event coordination duties as assigned. This role requires strong customer service skills, adaptability, and alignment with SS&E’s core values of Integrity, Success, and Caring. Representatives must be available for a flexible schedule, including evenings, weekends, holidays, and daytime events, and work across all SS&E franchises and contracted events such as concerts, family shows, and the San Antonio Stock Show and Rodeo.

What You’ll Do: 

• Provide exceptional customer service while greeting guests, assisting with directions, seating and ticketing issues, accessibility needs, lost and found, and other guest service opportunities. 
• Operate Guest Services locations, including opening, closing, and maintaining service stations throughout events. 
• Complete and submit event paperwork, track incidents using internal software, and monitor inventory for service recovery items. 
• Assist the Fan Experience Associate Manager and Coordinator with the execution of service initiatives and event coordination tasks. 
• Demonstrate problem-solving skills by responding to guest concerns and finding creative solutions to enhance their experience. 
• Maintain a strong knowledge of the arena, event schedules, and available resources to assist guests effectively. 
• Support SS&E’s mission by upholding and promoting core values and service standards in all interactions. 

• Any other duties assigned by Fan Experience Management
  

Who You Are:  

• Prior customer service experience required.
• Ability to work long and flexible hours, including evenings, weekends, and holidays.
• Ability to work at least 70% of events monthly.
• Proficiency in typing and using a computer for tracking and documentation.

• Must be able to read and write in English. (Bilingual preferred)
• Must be 18 years of age or older at time of hire.
• Must have reliable transportation for reporting to work.
• Must have excellent communication skills.
• Consistently adept at maintaining a positive open approachable and professional relationship with a diverse group of people.
• Consistently comfortable with managing conflicts and responding to customer problems with a sense of urgency
• Consistent ability to demonstrate success in managing multiple tasks while under a fast-paced environment.
• Understanding of venue flow, crowd management, and guest service standards within a high-capacity arena or similar environment.
• Familiarity with using radios/communication systems and reporting protocols to coordinate staff and emergency responses.
• Comfortable working in a fast-paced environment while managing multiple priorities

Physical Requirements:

• Consistently be able to work indoors and outside in inclement weather and extreme temperatures.
• Frequently be able to push and pull up to 200 lbs. with use of wheelchair
• Occasionally be able to lift up to 25lbs.
• Consistently be able to stand and move throughout venues throughout the duration of the shift
• Frequently bend and kneel.
• Occasionally be able to traverse stairs

In every position, each employee is expected to: demonstrate alignment with SS&E’s core values and mission, collaborate with internal/external community members and demonstrate ongoing development.  

If you don’t have experience in every single bullet above, no sweat – we still want to hear from you and encourage you to apply!   

*SS&E is an Equal Opportunity Employer* 

Nothing contained in this job description is intended to be a contract of employment, nor does any information contained herein represent a guarantee of employment for a specific duration.  Your employment with SS&E is “at will”, which means that either you or SS&E may terminate the relationship at any time. Essential functions listed above must be performed with or without accommodations.