Guest Services Staff - Boston, United States - teamworkonline

Description

For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.

Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.

If you want to be challenged to up your game and make a difference, then join us in giving the world reason to cheer

GUEST SERVICES STAFF

• Box Office Attendant
• Guest Services Staff
• Guest Services Supervisor
• VIP Coordinator
  
  

1. BOX OFFICE ATTENDANT

SUMMARY

The Box Office Attendant is responsible for communicating information regarding the location, event, seating options, price structures, and other details to help guests select the best event ticket option. The incumbent will process ticket orders and collects payments.

PRIMARY RESPONSIBILITIES

• Accurately and efficiently processes orders for and collect payments from guests.
• Follow cash handling and inventory procedures to ensure security of assets and inventory.
• Greet customers with a positive and friendly demeanor. Assist guests by providing information, answering questions and processing requests.
• Resolve customer concerns by providing superior customer service, utilizing common practices for resolution and escalating to supervisor when needed.
• Provides upselling opportunities to similar events in the genre by demonstrating a strong knowledge of upcoming events.
• Contributes to the team dynamic by assisting coworkers, maintaining the facilities' cleanliness and helping to develop and maintain a positive work environment.

QUALIFICATIONS

• A minimum education level of: High School Diploma or its equivalency
• A minimum of 1+ years of related work experience
• Excellent customer service skills
• Must be able to work independently and in a team setting
• Good communication skills to effectively communicate with customers and co-workers
• Basic Math skills
• Must be responsible and professional
• Effective decision-making skills
• Demonstrated ability to work in a fast-paced environment
• Available to work flexible hours, including nights and weekends
  
  

2. GUEST SERVICES STAFF

SUMMARY

Guest Services Staff will act as the primary provider of direct services to guests when they are in a venue. They are responsible for providing a safe environment for all guests beginning the moment they enter the facility. The incumbent will provide a variety of customer service duties on behalf of the venue for its guests, in an expert, professional and friendly manner.

PRIMARY RESPONSIBILITIES

• Answer guest questions, direct guests to important areas of the venue (restrooms, ATM, coat checks, VIP areas, and concert area) and provide additional assistance whenever necessary.
• Operate the various coat check rooms within established guidelines and procedures at the venue.
• Scan tickets for entry into the venue, administer applicable wristbands for event entrance (21+, VIP Access, Private Event Access).
• Great guests and resolve guest complaints, escalating concerns as necessary. Monitor guest conduct to ensure a safe and secure environment for all. Monitor the consumption of alcohol to ensure no under-age drinking is taking place and those guests consuming beverages are doing so responsibly.
• Seat guests and assist ADA patrons.
• Enforce all policies and procedures of the venue. Complete all company and venue required trainings and participate in employee meetings.
• Act as a member of the emergency evacuation team by communicating with and directing guests during a facility emergency.
• Monitor venue during guest arrival and exit to comply with fire department safety regulations.
• Perform other duties and responsibilities as deemed appropriate by Management and Supervisors.

QUALIFICATIONS

• A minimum education level of: High School Diploma or its equivalency
• A minimum of 1-2 years of related work experience
• Ability to work in varying conditions
• Ability to lift 50 lbs. without assistance
• Positive attitude with superior customer service skills
• Ability to stand, walk, and climb stairs for long periods of time

PREFERENCES

• Previous experience working in events and knowledge of the music industry preferred
• Availability to work nights, weekends, and holidays as needed according to venue schedule.
  
  

3. GUEST SERVICES SUPERVISOR

SUMMARY

The Guest Services Supervisor will ensure a superior level of guest service is provided to all guests. Additionally, this position will monitor and report any policy and procedure violations regarding issues with guest behavior. The Supervisor Guest Services will also communicate within the department and other departments related to ticketing, VIP guests, safety hazards, etc.

PRIMARY RESPONSIBILITIES

• Monitor and report all policies and procedures violations. Respond to guest behavior issues. Assist with patron issues or complaints and report any activities or behaviors that conflict with facility/event policy or code of conduct to Manager Operations.
• Communicate with staff regarding responsibilities, ticketing, VIP guests, safety/hazards and any issues that may occur during scheduled shows and performances.
• Responsible for staff check in to ensure clocking in/out, breaks are taken, and ensure proper coverage of staff in appropriate work areas during shows and performances while staff is on break.
• Oversee designated VIP areas and help liaison between staff and appropriate departments if needed. Ensure designated VIP areas are set up, clean, and ready for patron entry and assist with breakdown after event.
• Seat guests and assist ADA patrons while complying with facility/event ADA requirements.

QUALIFICATIONS

• A minimum education level of: High School Diploma or its equivalency (BA/BS Degree Preferred)
• A minimum of 3-5 years of related work experience.
• Ability to effectively supervise, motivate, and lead a productive team.
• Proficient in Microsoft Office and ability to learn required business systems (Word, Excel, Outlook, and PowerPoint)
• Excellent interpersonal, communication, and problem-solving skills.
• Ability to work in a fast-paced environment.
• Available to work nights, weekends, and holidays.
  
  

4. VIP COORDINATOR

SUMMARY

The VIP Coordinator will manage the VIP list and proactively monitor and engage with VIP clients to provide the highest quality of customer service. This position will maintain the professionalism, cleanliness, and standards of all VIP areas and ensure efficiency of execution and delivery of amenities and services.

PRIMARY RESPONSIBILITIES

• Proactively monitor and engage with VIP clients and provide the highest quality of customer service in a friendly and timely
  manner. Build and maintain relationships with VIP clients to maintain long term business and drive sales.
• Manage VIP list and work to effectively accommodate guests with disabilities while complying with facility/event ADA
  requirements.
• Execute delivery and placement of arrival amenities. Gather feedback from clients regarding product and services and report to management to ensure improvement and efficiency according to client needs.
• Maintain professionalism, cleanliness, and standards of all VIP areas.
• May assist with general office duties.

QUALIFICATIONS

• A minimum education level of: High School Diploma or its equivalency
• A minimum of 2-3 years of related work experience.
• Proficient in Microsoft Office Suite (Outlook, Word, and Excel)
• Exceptional organizational skills and attention to detail.
• Strong interpersonal, verbal and written communication skills.
• Positive attitude with superior customer service skills.
• Ability to work in a fast-paced environment.
• Must be able to work evenings, weekends, and holidays as needed.

AEG reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. AEG may require an employee to perform duties outside his/her normal description.