Guest Services Staff - Goldenvoice San Francisco

AEG Worldwide • San Francisco, CA

275d • $17 - $23

About The Position

Guest Services Staff will act as the primary provider of direct services to guests when they are in a venue. They are responsible for providing a safe environment for all guests beginning the moment they enter the facility. The incumbent will provide a variety of customer service duties on behalf of the venue for its guests, in an expert, professional and friendly manner. The Usher/Ticket Taker is responsible for providing excellent customer service at all events, while providing directions and scanning tickets. The Usher Supervisor will be responsible for supervising the usher staff to ensure a superior level of guest service is provided to the guests/customers at the event.

Requirements

• A minimum education level of: High School Diploma or its equivalency.
• A minimum of 1-2 years of related work experience for Guest Services Staff.
• A minimum of 0-1 years of related work experience for Usher/Ticket Taker.
• A minimum of 4 years of related work experience for Usher Supervisor.
• 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.
• Able to work efficiently in a fast-paced environment.
• Strong interpersonal and communication skills.
• Sound judgement; able to make sound decisions.

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 Usher Supervisor.

Responsibilities

• 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.
• Assist guests with directional and informational inquiries.
• Check and scan guest tickets upon entry to the facility/venue or section.
• Control access points to prevent unauthorized entries.
• Supervise usher staff and daily operations.
• Prepare and conduct Pep Rallies and pre/post show briefings.
• Respond to and problem solve guest complaints and/or concerns.
• Monitor and report all policies and procedures violations.
• Communicate with Security base via radio if guest behavior requires escalated response.
• Problem-solve guest ticketing problems in the lobby and at the seats.
• Assist in relocation of guests with special needs.

What This Job Offers

• Career Level: Entry Level
• Industry: Performing Arts, Spectator Sports, and Related Industries
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees