Guest Relations Representative

Ball Arena•Denver, CO

1d•Onsite

About The Position

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. Guest Relations Representatives will be trained at Ball Arena first, with the opportunity to join the teams at DICK’S Sporting Goods Park and Paramount Theatre after initial training at Ball Arena is complete.

Requirements

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
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

Nice To Haves

1+ year of guest relations/customer service experience

Responsibilities

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
Assist with recovering Lost & Found items for guests during and immediately after events until the building is clear
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
Participate in Memorable Moments program initiatives and recognition efforts
Provide memorable moments to guests by celebrating special occasions such as birthdays, anniversaries, etc.
Ability to work a varied, part-time schedule including weekends, holidays and playoffs (3 hour guaranteed shift minimum for all required in person events/trainings)
Other duties as assigned