Guest Services Specialist
Legends Global•Toledo, OH
•Onsite
About The Position
This position will be a dual role with the primary responsibility of leading a team of Ushers and Ticket Takers to ensure a seamless and outstanding guest experience at every event. The Guest Services Specialist will implement effective service standards, policies, and training programs to foster a welcoming environment for all guests. The Guest Service Specialist will also assist the Box Office in preparing for large-scale events.
Requirements
- Experience in leading a team
- Experience in implementing service standards, policies, and training programs
- Experience in assisting with box office operations
- Ability to work extended and/or irregular hours including nights, weekends and holidays
Responsibilities
- Assist in hiring, training, scheduling, and supervising part-time Usher & Ticket staff.
- Work closely with the Event Coordinators to ensure the event’s specific requirements are met.
- Provide ongoing coaching, development, and performance management to ensure high service standards.
- Work closely with Events, Premium, Marketing, and Operations teams to support event logistics, premium seating and special promotions.
- Prepare sheets of information for events, policy changes, and event day reminders for all staff.
- Assist Usher staff with ticket-taking procedures and troubleshooting.
- Serve as escalation point for guest inquiries, concerns and/or complaints effectively and calmly interacting with guests and employees both during events and after.
- Develop and deliver training programs for front-of-house staff, focusing on customer service and conflict resolution.
- Continuously assess and improve front-of-house operations to elevate the guest experience.
- Assist with the check-in for special experiences such as VIP packages, volunteers, and other event needs.
- Work extended and/or irregular hours including nights, weekends and holidays as needed.
- Coordinates event information between the promoter and facility personnel in a timely manner.
- Support event programming for ticket builds, ensuring quality control.
- Manage ticket inventory, including dynamic pricing changes, and the strategic placement/adjustment of ticket holds.
- Process ticket requests including internal orders as well as ticketing requests from show promotors.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
