Part Time Guest Experience Representative

Orlando Magic•Orlando, FL

22h•Onsite

About The Position

This is a part-time, game night staff position for the Orlando Magic, Osceola Magic, and Orlando Solar Bears. It is suitable for college students, teachers with flexible schedules, individuals re-entering the workforce, or those seeking additional income. The role involves working on various levels of Kia Center, providing legendary customer service, and addressing fan-related challenges and concerns. Candidates may be considered for two specific roles: Roaming Expert Fan Support (REFS) or Legendary Guest Services Representative (LGSR).

Requirements

Staff is expected to arrive as early as 2.5 hours prior to Kia Center Event start time.
Legendary Guest Services staff must be available for 50% of events at Kia Center each month.
Roaming Expert Fan Support staff must be available for 50% of Orlando Magic home games at Kia Center each month.
High school diploma or equivalent required.
Minimum of two years customer service-related work preferred.
Ability to walk and stand on your feet for up to 7 hours.
Ability to lift up to 25 pounds of equipment/supplies.

Responsibilities

Working on various levels of Kia Center and providing legendary customer service for Fans while addressing Fan-related challenges and concerns.
Assisting Fan Experience teams in providing legendary moments for all Orlando Magic home games (REFS).
Proactively engaging Fans to provide comprehensive guest support, with a specialized focus on real-time ticketing resolutions, general inquiries, and navigating the Orlando Magic App (REFS).
Working on the Premium levels and clubs at all events in Kia Center, providing legendary customer service to the premium clientele (LGSR).
Building and facilitating relationships with frequently returning Guests to provide consistent service with familiar faces (LGSR).
Proactively engage Fans to create a welcoming and exciting gameday atmosphere while assisting with general Guest service and building related information.
Proactively promote and drive adoption of the Orlando Magic mobile App and utilization of in-App features and how they enhance the Guest’s experience (mobile food and retail ordering, Magic Marketplace, etc.).
Troubleshoot ticketing issues and App challenges by providing real-time solutions, resolving technical problems, and offering App education.
Assisting Season Ticket Holders with Magic Money utilization through in-App purchases and experiences.
Assist Premium clientele at all events at Kia Center: Orlando Magic home games, concerts, family shows, Solar Bears games, STH events, sales events, etc.
Support pre-event preparations and premium area setup.
Provide in-event assistance to premium clients across all levels of the Kia Center and manage post-event breakdown.
Assist in Premium areas by checking tickets, escorting to seats & distributing wristbands, solving complaints, troubleshooting during the event, and ensuring Premium Fans’ needs are met throughout event.
Proactively build and nurture relationships with our premium clients—our most frequent guests—by providing legendary service that guarantees a consistent experience across all events.
Answer Guest inquiries with intelligence and courtesy and respond or dispatch accordingly.
Obtain intimate knowledge of Kia center, i.e., location of restrooms, ATMs, concessions etc.
Provide each Guest with a professional and courteous greeting and outstanding Guest service.
Seek opportunities to create memories by anticipating needs, exceeding expectations, and building relationships.
Assist with pre-event needs and set-up including checking areas for cleanliness, damage, and reporting items in need of attention in a timely manner.
Maintain clean and orderly Guest environment and maintain proper protocols to ensure cleanliness and Guest satisfaction.
Assist all Guests by carrying out Kia Center common purpose – “Creating legendary experiences for everyone by delivering world-class service and entertainment.”
Work closely with other Orlando Magic departments and Kia Center partners to ensure special requests are met and Guests’ expectations are exceeded.
Demonstrate solid communication skills when serving as a staff touchpoint to Kia Center building partners, Kia Center Box Office, and security.
Handle complaints and unpleasant Guests in a professional manner, with the best interest of the customer and the company in mind.
Work in both indoor and outdoor positions as required. May be exposed to elements including but not limited to direct sunlight, cold weather, rain, and the smell of concession food.
All other duties as assigned.