PT Host, Guest Services

Player 15 Group•Phoenix, AZ

About The Position

The Guest Services Host is essential in creating a memorable experience for all guests at the Mortgage Matchup Center. As a Host, you are the direct link to our guests, therefore it requires a Team Member with a positive, team-driven, and proactive personality who is eager to engage and go the extra mile. The Host assists in the event-day operations and delivers a world class experience which welcomes every Premium and Suite guest attending events at the Mortgage Matchup Center.

Requirements

Retain an extensive knowledge of the organization and venue (or other facility as needed), event and Premium Club/Suites operations, seating sections, key venue personnel identity, policies, and emergency activity procedures
Ability to project a friendly, approachable, and professional attitude and present a neat, well-groomed appearance at all times
Ability to communicate with professionally and effectively and listen to diverse populations including guests, staff, and venue visitors
Ability to read and scan tickets and credentials and ensure authenticity
Must have a basic knowledge of technology, including operating and troubleshooting radios, tablets, and handheld ticketing devices
Ability to utilize service recovery methods confidently and independently
Ability to react appropriately in emergency and high stress situations, maintain order and ensure adherence to all safety and security policies
Must be at least 18 years old
HS Diploma or GED required. Some college preferred.
Minimum of six months experience in guest services, customer service or similar experience required
Ability to Read, Write & Speak in English. Bilingual is a plus.
Must be able to work weekends, nights and holidays when required
Ability to work the entire event including pre- and post-event activities as needed
Ability to work indoors and outdoors in a variety of weather, visibility, and volume conditions
Ability to work independently and cooperatively in a team environment
Walking, bending and ability to occasionally lift, carry and put away parcels weighing up to thirty pounds
Ability to stand for prolonged periods of time and may include walking long distances and climbing stairs
Ability to take on any role within the Guest Services Team and switch roles as necessary depending on event requirements

Nice To Haves

Two years’ experience in a premium guest service role, hotel concierge or suite host at a venue of similar activity preferred

Responsibilities

Deliver upon the organization’s Mission and Values by creating strong personal interactions resulting in positive first impressions and long-lasting, positive memories
Work closely with the Premium Experience team to ensure clients receive superior service and complete fulfillment of every contract detail.
Be personal and proactive while assisting guests, team members, and visitors with the highest level of guest service and hospitality.
Consistently provide an elevated and personalized venue experience using good judgment and common sense without compromising safety and security
Build strong relationships and maintain a visible presence and constant communication with the Premium Ticket Holder/Suite/Club guests throughout the event to assist guests, respond to guest requests or escalated issues
Verify credentials, scan tickets and escort guests to their suites, clubs and/or seats in premium seating areas and educate guests on premium offerings
Coordinate information that requires a comprehensive knowledge of the venue, menus, company policies, practices, and operations to ensure an excellent event day experience
Inspect assigned work area prior to and during event, recognize potential hazards and notify supervisor and/or security of all facility issues and housekeeping needs
Enforce security and safety policies and observe appropriate precautions with guests including response and assistance in medical and emergency situations
Operate radio equipment & handheld devices to communicate with areas of the venue
Additional duties may be assigned by a supervisor based on event.
Maintains regular and reliable attendance.