Position Title: VIP Guest Services Representative

Department: Guest Services

Reports to:  Guest Services Supervisors

FLSA Status: Non-Exempt / Part-Time Hourly

Union Code: Union

Minimum Pay Rate: $18.85/hour

Maximum Pay Rate: $18.85/hour

SUMMARY

As the world’s leading venue management company and producer of live event experiences, ASM Global is the preeminent management and content partner with over 350 venues worldwide. Operating and investing in the world’s most important stadiums, arenas, convention centers, and theaters requires unmatched dedication and the most profound expertise. Our focus is YOU! Through investments in growth, resources, and technology we strive to enhance the experience of our internal Team Members and to continue creating amazing live experiences for the guests that we serve.

VIP Guest Services Representatives are responsible for providing excellent service at Barclays Center events to our most high-end clientele. Primary responsibilities will include greeting and directing guests within the Calvin Klein Club premium service area VIP entrance, VIP coat check, and The Vault; conducting sweeps, providing wheelchair escorts, operating elevators, and responding to guests' questions, comments, and complaints.
 

ESSENTIAL DUTIES & RESPONSIBILITIES: What You Will Do 

Greet guests as they enter Barclays Center with a smile.

Maintain pleasant, friendly and professional demeanor with guests and staff at all times.

Responsible for protecting the integrity of the premium areas by ensuring all guests have a proper ticket/credential.

Provide accurate directions to the various clubs, suites, special hospitality locations, and all premium areas of the building.

Maintain a positive working relationship with Levy Restaurants to ensure that all needs of our premium guests are met.

Serve in central hubs of guest communication, (i.e. VIP Concierge Desks and VIP Entryway), responding to guest complaints, questions, and comments, administering Guest Services programs, and distributing publications.

Work with Security to ensure that all suites are empty of guests and lost items at the conclusion of every event.

Operate elevators in a safe manner and ensure that only guests with proper tickets are allowed access to particular levels. Ability to work extended elevator shifts of 2-4 hours (see working conditions)

Perform a variety of duties, often changing from one task to another, without the loss of efficiency or composure.

Use excellent customer service skills and positive attitude when interacting with guests, vendors, & employees.

Complete all assigned tasks within the guidelines & deadlines set by Guest Services Managers and Supervisors.

Responsible for maintaining a fun, friendly, and safe environment in assigned sections.

Effectively and calmly interact with angry or emotional guests and employees.

Ability to memorize, recollect, and quickly retrieve relevant information.

Follow all operating policies and procedures at all times.

Maintain company confidentiality.

Other duties as assigned.

CANDIDATE PROFILE: Who You Are

High school diploma or equivalent.

One (1) year prior customer service experience, preferably in a sports/entertainment venue environment.

Reliable, punctual, and regular in attendance with good communication skills.

Must have reliable transportation to and from Barclay's Center for scheduled shifts. Parking will not be provided.

Must be able to work in the elevators

Must have the ability to read, write and understand English in a working environment.

Friendly, outgoing personality.

Ability to take direction well and work well with others.

Must maintain a neat, well-groomed appearance that conveys professionalism at all times.

Must be available to work at least five (5) evening events per week; including all events on Fridays, Saturdays and Sundays. (Holidays may also be included)

KEY COMPETENCIES: Skills You Possess

Tasks are performed with moderate supervision.

Expect to work 2-4 hours per shift in confined area working as Elevator Operator.

Walking & standing occurs 90% of the time (4-6 hours per shift).

Ability to lift 50 or more pounds

Ability to push/pull up to 200 pounds.

Employees may be assigned to work positions located outside.

Employees may be scheduled to work until 12:00am or later.

Employee should use precautions & follow safety guidelines.

ASM Global reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. ASM Global may require an employee to perform duties outside his/her normal description.