Guest Services

Andy Frain Services•Detroit, IL

4d•Onsite

About The Position

Andy Frain Services is seeking friendly, dependable Guest Services Representatives to create positive guest experiences at sports, entertainment, and live events throughout Metro Detroit. Team members assist with entry, seating, directions, guest questions, and smooth event operations. Employees are part of a regional multi-venue roster and may be assigned to different venues based on event schedules, staffing needs, and availability. Assignments may include Little Caesars Arena, Comerica Park, Fox Theatre, Pine Knob Music Theatre, Meadow Brook Amphitheatre, and Michigan Lottery Amphitheatre at Freedom Hill. This event-based position supports multiple venues throughout the Detroit metropolitan area. Schedules and assignments vary based on event calendars, staffing needs, employee availability, qualifications, and operational requirements. Hours are not guaranteed. Evening, weekend, and holiday shifts may be required. The position provides a general overview and is not an exhaustive list of duties, qualifications, or working conditions. Assignments may change based on operational needs. Andy Frain Services is an Equal Opportunity Employer; employment decisions are made without regard to legally protected characteristics in accordance with applicable law. Reasonable accommodations are available in accordance with applicable law.

Requirements

Must be at least 18 years of age.
Friendly, approachable demeanor and excellent interpersonal communication.
Ability to respond patiently and professionally to guest concerns in busy settings.
Ability to follow instructions, service standards, and venue procedures.
Ability to work independently and as part of a team.
Ability to meet applicable background screening and employment requirements.
Reliable transportation to assigned venues and availability for nights, weekends, and holidays.
Ability to stand and walk for extended periods during event shifts.
Ability to work in crowded, noisy, fast-paced settings, indoors and outdoors in varying weather conditions.
Ability to navigate stairs, ramps, concourses, and other assigned venue areas.
Ability to communicate effectively in high-noise environments.
Ability to perform essential job functions with or without reasonable accommodation.
Customer service, guest relations, active listening, and conflict resolution skills.
Ability to explain venue policies and give clear directions.
Ability to learn venue layouts and adapt to different event assignments.
Ability to recognize issues requiring supervisor or security assistance.

Nice To Haves

High school diploma or equivalent preferred.
Previous customer service, hospitality, retail, or event experience preferred but not required.

Responsibilities

Greet guests in a friendly, professional, and welcoming manner.
Provide information about seating, venue layouts, amenities, event policies, and services.
Direct guests to entrances, exits, seating sections, restrooms, and concessions.
Verify tickets and assist guests in locating assigned seating or event areas.
Serve as an usher, ticket attendant, directional attendant, or other guest-facing staff member as assigned.
Support efficient guest entry, seating, movement, and exit.
Monitor assigned areas for guest needs, service issues, and safety concerns.
Address questions and complaints courteously and refer matters to supervisors as appropriate.
Support accessible guest services in accordance with venue procedures.
Help keep aisles, walkways, entrances, and exits clear.
Communicate venue policies respectfully and consistently.
Coordinate with supervisors, security staff, and other event personnel to resolve concerns.
Assist with emergency procedures and guest communications as trained and directed.
Report lost items, incidents, maintenance concerns, and operational issues.