VIP Guest Services Representative

ASM Global•New York, NY

1d•Onsite

About The Position

VIP Guest Services Representatives provide excellent service to high-end clientele attending events at Barclays Center. The role supports premium service areas, including the Calvin Klein Club premium entrance, VIP coat check, and The Vault. Representatives greet and direct guests, conduct sweeps, provide wheelchair escorts, operate elevators, and respond to guests’ questions, comments, and complaints. The position involves working with guests, staff, vendors, Levy Restaurants, and Security to ensure premium areas are safe and guests’ needs are met. This is a part-time hourly, non-exempt, union position under moderate supervision. Representatives must be available to work at least five evening events per week, including all Friday, Saturday, and Sunday events; holidays may also be included. Shifts may extend until midnight or later. Work includes extended periods operating elevators in a confined area, as well as extensive walking and standing. Employees may be assigned to positions outside.

Requirements

High school diploma or equivalent.
One year of prior customer service experience; sports or entertainment venue experience is preferred.
Reliable, punctual, and regular attendance, with good communication skills.
Reliable transportation to and from Barclays Center for scheduled shifts; parking is not provided.
Ability to work in elevators.
Ability to read, write, and understand English in a working environment.
Friendly, outgoing personality.
Ability to take direction and work well with others.
Neat, well-groomed appearance conveying professionalism.
Availability to work at least five evening events per week, including all Friday, Saturday, and Sunday events; holidays may also be included.
Ability to work 2–4 hours per shift in a confined area as an elevator operator.
Ability to walk and stand for 4–6 hours per shift, approximately 90% of the time.
Ability to lift 50 or more pounds.
Ability to push or pull up to 200 pounds.
Ability to follow safety guidelines and use precautions.

Nice To Haves

Customer service experience in a sports or entertainment venue environment.

Responsibilities

Greet guests entering Barclays Center and maintain a pleasant, friendly, and professional demeanor with guests and staff.
Protect the integrity of premium areas by checking that guests have the proper ticket or credential.
Provide accurate directions to clubs, suites, special hospitality locations, and other premium areas.
Maintain a positive working relationship with Levy Restaurants to meet premium guests’ needs.
Staff guest communication hubs, including VIP Concierge Desks and the VIP Entryway; respond to complaints, questions, and comments; administer Guest Services programs; and distribute publications.
Work with Security to ensure suites are cleared of guests and lost items at the end of each event.
Operate elevators safely and restrict access to particular levels to guests with proper tickets.
Switch between duties as needed while maintaining efficiency and composure.
Use excellent customer service skills and a positive attitude when interacting with guests, vendors, and employees.
Complete assigned tasks within the guidelines and deadlines set by Guest Services Managers and Supervisors.
Maintain a fun, friendly, and safe environment in assigned sections.
Interact calmly and effectively with angry or emotional guests and employees.
Memorize, recall, and quickly retrieve relevant information.
Follow operating policies and procedures and maintain company confidentiality.
Perform other duties as assigned.