Guest Services Usher​/Ticket Taker

American Airlines Center
is one of the nation’s top arenas. Since openings its doors in 2001, American Airlines Center has been setting the precedent for sporting and live entertainment events. Bringing in a variety of big name shows and housing both the Dallas Mavericks and the Dallas Stars. American Airlines Center serves more than 2 million guests during 200+ live events each year. We aim to provide genuine, memorable and innovative experiences to every single one of our guests and demand excellence and creativity in everything we do.

The primary responsibility of this position is to collect and/or scan event tickets upon entry and to usher guests with fan friendly courtesy to their seats or designated seating area. This position is cross-trained to learn the duties of both Usher and Ticket Taker. This position is required to perform as either a Ticket Taker or Usher or both on any given shift.

include the following, other duties may be assigned.

• Checks tickets, passes, or credentials to ensure guests are in the proper seats or seating area
• Shares knowledge of section layout, ADA sections, elevator operation, and nearest emergency exits
• Executes Stop-in-Play for both hockey and basketball
• Keeps vomitory curtains closed and clear of standing patrons
• Walks up and down the section aisle to assist guests whenever necessary
• Executes promotions before, during, or after the event such as handing out coupons
• Checks for safety hazards and/or area defects in seating areas
• Maintains open and smooth access routes throughout seating area
• Resolves ticketing and seating issues quickly and efficiently with assistance of Lead if needed
• Secures stairwells to prevent unauthorized entry
• Provides breaks or assists other positions including Ticket Takers, Elevator Operators, GSR, and Greeters
• Alternates between Ticket Taker, Usher, and other positions throughout event

• Inspects and ensures that the ticket scanner and printer equipment is functioning properly
• Examines and scans or collects ticket, credential, or pass to verify authenticity
• Counts, records, and reports number of tickets collected when necessary
• Shares knowledge of types of tickets and season ticket holder cards - suite, regular, MVP, barcodes, electronic QR codes, etc.
• Scans tickets out or stamps tickets at smoking door and enforces alcohol policies such as not allowing drinks outside
• Works with security to provide information and instructions as guests enter building
• Addresses the patrons entering and leaving the facility about policies, box office location, event information, etc.
• Provides breaks or assists other positions including Ushers, Elevator Operators, GSR, and Greeters
• Alternates between Ticket Taker, Usher, and other positions throughout event
• Returns uniform jerseys before being re-deployed to other positions

• Embodies the company core values of Integrity, Passion, Teamwork and Excellence
• Provides guests, clients, and team members with the best experience possible while providing excellent customer service and enforcing building policies.
• Is customer-service oriented, with a fan-friendly attitude, and always gives a memorable experience
• Follows prescribed protocols for the safe egress of guests during all emergency evacuation situations
• Provides guests with accurate event and arena information
• Receives and acts on complaints from patrons utilizing training, service recovery options, and established procedures
• Deals with guest problems and complaints up to the level where intervention by a supervisor is required
• Monitors guest behavior and takes steps to ensure that each guest enjoys the event without disruption from others
• Follows instructions from Leads, Supervisors, and Management with a positive and cooperative attitude
• Follows policies and procedures as set forth by the Guest Services Department
• Enforces health and safety building protocols and policies
• Enforces TABC policies and procedures
• Ensures that prohibited items are handled properly
• Collects lost and found items and turns them in according to Guest Services procedures
• Attends and participates in pre-event…