Guest Experience Representative | Part-Time | UBS Arena

Overview

Oak View Group is the global leader in premium live entertainment infrastructure and services, with a platform spanning venue development and end-to-end capabilities across venue management, hospitality, and sponsorship sales. Founded in 2015, the company serves a collection of seven world-class owned venues and a client roster of iconic arenas, stadiums, convention centers, music festivals, performing arts centers, and cultural institutions, spanning four continents.

Position Summary:

Our Guest Experience
Representative is responsible for providing an exceptional level of service to guests in premium spaces. They act as ambassadors, ticket takers, and ushers in UBS Arena premium clubs, entrances, and suites. They are essential in creating a safe and memorable experience for all guests at UBS Arena. This role requires a positive attitude, as well as a team-driven and proactive mindset.

This role will pay an hourly rate of $21.50.

Benefits for Part-Time roles: 401(k) Savings Plan and 401(k) matching.

UBS Arena at Belmont Park is made for music and built for hockey. New York’s premier entertainment and sports venue, home of the New York Islanders, developed in partnership with Oak View Group, the New York Islanders, and Jeff Wilpon. The arena opened in November 2021 and has hosted top artists including Harry Styles, Billie Eilish, Dua Lipa, TWICE, Eagles, John Mayer, Kendrick Lamar, and Post Malone.

The venue offers clear sightlines and premier acoustics. UBS Arena is at the forefront of sustainability, with LEED Green Building Certification (January 2023) and carbon-neutral operations in Fall 2022, the first arena to achieve this on the eastern United States seaboard. Located on the Belmont Park grounds, UBS Arena is about 30 minutes by LIRR from Grand Central or Penn Station and accessible by mass transit or car.

• Communicate clearly and give concise directions to guests.
• Work in outdoor conditions.
• Aid in orderly ingress and egress.
• Assist guests in finding seats, restrooms, concessions, and other venue amenities.
• Assist guests with disabilities with reasonable accommodations, including wheelchair escort services.
• Assist with crowd control measures.
• Control access and press buttons on the elevator to limit patrons touching elevator buttons.
• Control and manage access to premium levels, clubs, and spaces.
• Complete incident reports for accidents and out-of-the-ordinary events.
• Effectively communicate safety and security measures throughout the arena.
• Identify opportunities to create memorable experiences for guests.
• Manage elevator capacity.
• Other organizational and administrative duties as determined by management.
• Proactively direct, greet, and assist guests with questions and requests on/at UBS Arena/Campus.
• Project a positive and friendly image when interacting with guests and responding to inquiries from venue staff and the public.
• Provide accurate facility information with excellent customer service to patrons.
• Provide exceptional guest services.
• Provide specialized assistance, general information, and clear directions to guests.
• Respond to and/or escalate guest complaints, concerns, and compliments.
• Scan in each ticket to events.
• Utilize electronic devices such as handheld devices, computers, and/or tablets.
• Understand, retain, and adhere to safety protocols and procedures.
• Understand, retain, and provide event information to guests.
• Other organizational and administrative duties as determined by management.

• Experience in a customer service-based industry is essential.
• Experience with in a sport, entertainment, or related field is preferred.
• Must be able to complete all required training.
• Must be able to engage with guests first.
• Strong verbal and written communication skills are essential.
• Ability to be available for 80% of events scheduled each month.
• Ability to function independently in a fast-paced, high-pressure environment is essential.
• Ability to utilize web-based programs and digital equipment.
• Ability to work a flexible schedule, including long hours, nights, weekends, and holidays.
• Ability to work with the public and have interpersonal and communication skills…