Guest Experience Representative

The Miami HEAT and Kaseya Center are hiring Guest Experience Representatives who serve as a liaison between guests and The Heat Group to ensure Five Star Service as it relates to (but not limited to) Ticketing, Catering, Housekeeping, Finance, and general Arena Operations.

Essential duties include but are not limited to:

• Greets and directs guests inside and outside the facility.
• Deal with customer concerns, safety issues, and complaints in a timely manner.
• Document guest suggestions, complaints and various issues at every Guest Services Booth.
• Seek opportunities to improve customer service and the overall experience.
• Assist guests outside the Box Office windows with mobile ticket issues, questions, or concerns.
• Assist guests outside the West Plaza Ramp and help reduce large lines/crowds at each entrance.
• Assist guests at every Guest Services booth by answering questions and handling issues.
• Assist with check-in services of bags, backpacks, cameras, strollers and other prohibited items.
• Assist guests requiring relocation to an ADA platform and other seating within the Arena due to maintenance issues or the closure of an area/section.
• Assist in the administration of the organization’s designated driver program.
• Assist Season Ticket Services during HEAT games in building positive relationships with Season Ticket Holders.
• Respond quickly to requests from guests, fellow supervisors or management in a timely, friendly and efficient manner and follow up to ensure guest satisfaction.
• Maintain a working knowledge of the facility, current and upcoming events/games and the surrounding area.

Must be available to work nights and weekends up to or beyond midnight. Previous guest services experience preferred. Excellent communication skills. Bilingual in English & Spanish a plus.

• Must be available to work nights and weekends up to or beyond midnight.
• Previous guest services experience preferred.
• Excellent communication skills.
• Bilingual in English and Spanish is a plus.

• Competitive pay rates
• Overtime pay (1.5x regular rate) on company-observed holidays
• Paid training
• Free parking
• Discounted employee meals
• 30% discount at Miami HEAT Retail Store
• Eligible for monthly Elevate All-Star Recognition Program
• Arena Talent Experience & Department Incentives
• End of Season Performance Bonus Program*
• Must meet required criteria

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, age, disability, marital status, sexual orientation, pregnancy, genetic information, national origin, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. EOE & DFWP