Guest Services Representative | Part-Time | CFG Bank Arena

Oak View Group•Baltimore, MD

2d•Onsite

About The Position

Under direct supervision of the Guest Services Management Team and Supervisors, our Guest Services Representative is responsible for providing an exceptional level of world-class customer service to all guests, clients, and partners at all events, including, but not limited to, major concerts, family shows, and smaller, private events. The Guest Services Representatives are generally assigned to work in premium locations such as clubs, lounges, and suites, but may work in other areas of the arena as needed. This position is ideal for candidates with hospitality experience, superb customer services skills and a flexible schedule. This role requires having a positive attitude and service-oriented disposition, as well as a team-driven and proactive mindset.

Requirements

At least two (2) years prior experience within a hospitality, sports, entertainment, or related field
70% event availability commitment
Must be able to work a flexible schedule inclusive of weekends, nights and holidays.
Demonstrated ability to follow instructions and work in a fast-paced environment
Must have strong verbal and written communication skills
Comfortable with and self-empowered in managing conflict and responding to guest problems with a sense of urgency and professionalism
Proactive self-starter and able to work collaboratively
Adhere to all OVG Policies
Arrive at work in appropriate furnished uniform, refrain from cellphone use in public spaces while on post and remaining on post until dismissed or relieved.

Nice To Haves

Experience in a high-profile customer service-based industry is preferred

Responsibilities

Provide consistent, world-class customer service throughout all arena spaces, proactively welcoming guests, answering questions, and thanking guests for attending
Conduct pre-event walk throughs of spaces to ensure safety and guest experience expectations are met
Identify opportunities to create memorable experiences and lasting relationships with all guests.
Have knowledge of arena layout, emergency exit, policies and regulations, while understanding, retaining, and communicating safety and security measures
Display professional demeanor including positive body language and effective communication
Respond to and/or escalate guest complaints, concerns, and compliments
Manage lines and provide directional instructions as needed to other arena amenities
Perform thorough ticket checks, scans, and access for valid entry into premium spaces
Maintain clear portals, aisles, and access paths for guests, staff, and emergency services
Assist guests with reasonable requests for accommodations, including but not limited to wheelchair escort services
Collaborate with Premium Services department to ensure all expectations are met within designated spaces for guest, client and partner satisfaction
Reports any suspicious activity to supervisors and/or management
Complete and submit related paperwork, as necessary
Other duties as assigned