THE JOB
The Guest Services Team will engage with guests and employees to facilitate a smooth and enjoyable experience at the venue while also being the face of our ancillary sales programs. This team will sell products at various points of sale and operate registers for ancillary transactions. Guest Services Team members will be located throughout all of our venue areas and will be required to assist with questions, issues, or complaints in these areas. Other responsibilities will include operating our bag check, employee check-in and uniform distribution, and scanning tickets when needed.
We are hiring now for our May 2025 – October 2025 season. Event shifts are typically in the evening, although some events will take place during the day. Evening availability is required.
This position pays $18 per hour, plus a small commission on sales made during shows and events.
WHAT THIS ROLE WILL DO
Under the leadership of the Ancillary Sales Coordinator and venue management, facilitate ancillary programs and upselling through their assigned position
Partner with the Ancillary Sales Coordinator and venue management to fulfill ancillary responsibilities and expectations
Provide exceptional customer service to fans throughout the venue, under the leadership of the Experience Manager. Adapt to customer needs ensuring they are understood, and appropriate action is taken to meet and exceed their expectations.
Staff the general store to sell upgrades and other miscellaneous items to venue guests; in addition, provide general guest service to guests with varying concerns or needs, manage lost and found, and generally support interdepartmental customer service
Maintain appropriate inventory control and accountability with support from the rest of the ancillary team
Answer guest questions in a friendly, ready-to-help manner
Assist with employee check-in and uniform distribution
Oversee the “Staff Gate” employee check-in area; maintain a clean, organized space at Staff Gate
Assist in scanning tickets and answering ticketing questions on an as-needed basis; this may include assisting guests in pulling up tickets from third-party sellers, resetting passwords, and any other customer service-related tasks that may arise
Responsible for maintaining a fun, friendly, and safe environment throughout the venue; uphold venue policies and escalate concerns to appropriate members of the management team in a timely manner
When appropriate, escalate issues to Ancillary Coordinator and other managers.
Assist with other employee or guest facing initiatives as needed/assigned
All non-union staff working to the end of a concert will be required to help in the post-concert venue clean-up process (commonly referred to as the Post-Show Pick).
Other duties as assigned
WHAT THIS PERSON WILL BRING
Must be at least 18 years of age
Must be able to maintain composure and organization in an often hectic and loud environment.
Be flexible and approach the job with a one team mentality no matter the task
Customer service friendly attitude, and a desire to create a great environment for others
Must possess strong problem-solving skills and team communication
1 year plus of work experience in a customer service role, preferably in live entertainment
1 year plus of work experience in a sales or retail role
Position requires constant physical activity such as walking, climbing stairs, lifting and carrying equipment.
Must be able to lift 30 lbs. using proper lifting techniques.
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