Guest Services Staff - Bowery Presents MA | The Sinclair, Royale, Roadrunner,The Sinclair, Royale, Roadrunner, Suffolk Downs

AEG Worldwide • Boston, MA

315d

About The Position

For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer. Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations. If you want to be challenged to up your game and make a difference, then join us in giving the world reason to cheer!

Requirements

• A minimum education level of: High School Diploma or its equivalency.
• A minimum of 1+ years of related work experience for Box Office Attendant.
• A minimum of 1-2 years of related work experience for Guest Services Staff.
• A minimum of 3-5 years of related work experience for Guest Services Supervisor.
• A minimum of 2-3 years of related work experience for VIP Coordinator.
• Excellent customer service skills.
• Must be able to work independently and in a team setting.
• Good communication skills to effectively communicate with customers and co-workers.
• Basic Math skills.
• Must be responsible and professional.
• Effective decision-making skills.
• Demonstrated ability to work in a fast-paced environment.
• Ability to work in varying conditions.
• Ability to lift 50 lbs. without assistance.
• Positive attitude with superior customer service skills.
• Ability to stand, walk, and climb stairs for long periods of time.
• Proficient in Microsoft Office and ability to learn required business systems.
• Exceptional organizational skills and attention to detail.
• Strong interpersonal, verbal and written communication skills.

Nice To Haves

• Previous experience working in events and knowledge of the music industry preferred.
• Availability to work nights, weekends, and holidays as needed according to venue schedule.
• BA/BS Degree Preferred for Guest Services Supervisor.

Responsibilities

• Accurately and efficiently processes orders for and collect payments from guests.
• Follow cash handling and inventory procedures to ensure security of assets and inventory.
• Greet customers with a positive and friendly demeanor. Assist guests by providing information, answering questions and processing requests.
• Resolve customer concerns by providing superior customer service, utilizing common practices for resolution and escalating to supervisor when needed.
• Provides upselling opportunities to similar events in the genre by demonstrating a strong knowledge of upcoming events.
• Contributes to the team dynamic by assisting coworkers, maintaining the facilities’ cleanliness and helping to develop and maintain a positive work environment.
• Answer guest questions, direct guests to important areas of the venue and provide additional assistance whenever necessary.
• Operate the various coat check rooms within established guidelines and procedures at the venue.
• Scan tickets for entry into the venue, administer applicable wristbands for event entrance.
• Great guests and resolve guest complaints, escalating concerns as necessary.
• Monitor guest conduct to ensure a safe and secure environment for all.
• Seat guests and assist ADA patrons.
• Enforce all policies and procedures of the venue.
• Complete all company and venue required trainings and participate in employee meetings.
• Act as a member of the emergency evacuation team by communicating with and directing guests during a facility emergency.
• Monitor venue during guest arrival and exit to comply with fire department safety regulations.
• Monitor and report all policies and procedures violations.
• Respond to guest behavior issues.
• Assist with patron issues or complaints and report any activities or behaviors that conflict with facility/event policy or code of conduct to Manager Operations.
• Communicate with staff regarding responsibilities, ticketing, VIP guests, safety/hazards and any issues that may occur during scheduled shows and performances.
• Responsible for staff check in to ensure clocking in/out, breaks are taken, and ensure proper coverage of staff in appropriate work areas during shows and performances while staff is on break.
• Oversee designated VIP areas and help liaison between staff and appropriate departments if needed.
• Ensure designated VIP areas are set up, clean, and ready for patron entry and assist with breakdown after event.
• Proactively monitor and engage with VIP clients and provide the highest quality of customer service.
• Build and maintain relationships with VIP clients to maintain long term business and drive sales.
• Manage VIP list and work to effectively accommodate guests with disabilities while complying with facility/event ADA requirements.
• Execute delivery and placement of arrival amenities.
• Gather feedback from clients regarding product and services and report to management to ensure improvement and efficiency according to client needs.
• Maintain professionalism, cleanliness, and standards of all VIP areas.

What This Job Offers

• Education Level: High school or GED