Guest Experience Lead - Century II

Guest Experience Volunteer

Under the direct supervision of the Assistant Box Office Manager, this position directs Guest Experience volunteers in their positions. Assist staff and guests in the event of an emergency. Assignments will vary.

Responsibilities:

• Must have thorough knowledge of all ticket scanners where applicable to be able to help Guest Experience Staff trouble shoot, when needed.
• Assist with front of house operations including ensuring guest satisfaction, addressing guest complaints, ensuring that Guest Experience staff is compliant with ASM policies and procedures, and crowd control.
• Required to have a thorough knowledge of building policies and procedures and event requirements.
• Perform pre-event preparations with direction from the Assistant Box Office Manager.
• Distribute venue information and updates.
• Be available to listen to guests' compliments and complaints.
• Provide ADA services and information to guests with disabilities and the elderly.
• Relocate guests with trouble seats or ADA requirements, through communication with the Assistant Box Office Manager to verify if optional seats are available.
• Make people feel special.
• Keep floors and aisles clear of obstructions.
• Report any suspicious activity to your security.
• Regular attendance is an essential job function.
• Position requires the ability to work at all venues in Wichita and Andover.
• Other duties as assigned.

Skills and abilities:

• Reports to Assistant Box Office Manager, in appropriate uniform, for assigned location.
• Initiate eye contact with guests within 10 feet.
• Smile.
• Stand straight and tall.
• Avoid negative body language.
• Show that you are confident and capable.
• Know the building and the area and staff in which you are supervising each shift.
• Perform other related duties as assigned that are specific to the position and by Manager.

Qualifications:

• Meet the physical demands of the job, which include being able to get in and around the facility (requires personal mobility), lifting, carrying, moving, climbing and moderate to loud noises.
• Work effectively under pressure and/or stringent schedule and produce accurate results.
• Ability to think quickly and react effectively in the event of an emergency situation.
• Know the building.
• Friendly and personable.
• Excellent customer service skills required.
• Must work well with others.
• Positive attitude and neat appearance.
• Must speak and understand English.

Education and/or experience:

• High School Diploma or GED.
• Excellent customer service, interpersonal and communication skills. A good attitude and a smiling face required.
• Must be able to work independently with little or no supervision.
• Ability to work with team members, and all levels of staff.

Skills and abilities:

• Positive, customer service-oriented attitude at all times.
• Maintains proper grooming and dress code standards.
• Work ethic encourages strong urgency and quality in a team environment.
• Ability to work with other staff members in the facility.
• Ability to undertake and complete multiple tasks.
• Attention to detail.

Other qualifications:

Requires ability to work flexible/extended hours and/or irregular hours, including nights, weekends and holidays, as needed.

Physical demands:

This position requires substantial walking and standing, stooping, climbing stairs and possibility of lifting up to 30 lbs. Position requires quick thinking ability to work latitudinal with all types of people staff, and guests.

Note: The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

Century II is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.