Guest Service Representative

Job Title:

Guest Service Representative

Department:

Operations

Reports To:

Security Manager / Security Supervisor

FLSA Status:

Hourly / Non-Exempt

Pay Rate:

$15.00

Facility:

ASM Global / MVP Arena

Location:

Albany, NY

SUMMARY: Under the supervision of the Security Manager and Security Supervisors, responsible for providing excellent customer service, scanning tickets, directing and guiding patrons to appropriate location(s), listen to and assist patrons with any questions, comments and suggestions they may have, and communicate facility amenities. This is a part-time, casual position as needed based on events.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Provide excellent customer service and always maintain a courteous and professional demeanor
• Exercise restraint and patience when dealing with a disruptive patron
• Ensure that patrons enter and exit the building in an orderly fashion
• Scanning patron's tickets as they enter the building and ensuring all patrons have a proper ticket/credential
• Direct patrons to appropriate locations (seats, restroom, etc.)
• Ensure patrons are in the correct location(s) with corresponding tickets
• Listen and respond to patron's questions, comments and suggestions and get assistance when needed
• Communicate to Security Supervisor any issues including patron accidents, patron actions that may be disruptive or inappropriate
• Be alert and oversee assigned area for spills or situations requiring staff attention
• Follows protocol in the case of emergency situations
• Maintain the rules and regulations of the building
• Other duties may be assigned

QUALIFICATIONS:

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be at least 18 years old
• HS Diploma or GED required
• A minimum of six (6) months prior customer service experience

KNOWLEDGE, SKILLS & ABILITIES:

• Excellent customer service skills
• Must be personable and proactive in providing assistance to all patrons and staff
• Follow oral and written instructions and communicate effectively with others
• Must have professional presentation, appearance and work ethic
• Must be fluent in English
• Able to see and read small sized text on tickets (paper and electronic)
• Must be able to work irregular hours including nights, weekends, holidays as well as during normal business hours
• May be subjected to adverse conditions

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to:

• Move around the facility, climbing stairs, walking, and standing for an entire shift
• May be exposed to adverse weather conditions, loud noise, flashing lights, and darkened areas

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.

Please submit resumes/applications online only. MVP Arena 51 South Pearl Street Albany, NY 12207

Applicants that need reasonable accommodations to complete the application process may contact Christine Hayes at 518-487-2011.

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