Guest Service Representative

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Service Worker Milwaukee, WI, US

3 days ago Requisition

Job Title: Guest Service Representative

Class: Part-time, Non-Exempt

Reports to: Director of Guest Experience

Location: Arena

Pay:$18.50/hr

The Milwaukee Bucks strive to be the best sports and entertainment company in the world. We are looking for dedicated people who champion innovation, inspire and empower their teammates to perform at a world-class level, and foster a culture of continuous improvement.

What We Offer:

• Mental Health Resources
• On-the-job Training
• Milwaukee Bucks and NBA League Discounts
• Employer Paid Parking

This role has union representation by MASH.

Summary:

Guest Service Representatives (GSRs) provide exceptional service to thousands of guests attending games, concerts and events at the Fiserv Forum and Deer District, while striving to achieve the Milwaukee Bucks’ mission to be the most successful, diverse, and inclusive sports and entertainment company in the world.

GSRs should embrace a flexible approach to event work and may be assigned to the following responsibilities for any given event:
Greeter, Ticket Taker, Usher, Escalator or Elevator Attendant, Guest Concierge, Mobility Team Representative, and Access Control Attendant. Each duty requires the GSR to interact with the guests, provide information and answer guest questions, and maintain an upbeat/positive demeanor, always.

This role has union representation by MASH.

Position Responsibilities:

Greeter/Ticket Taker:

• Welcome guests to the arena or event with an energetic and courteous attitude and thank them and bid farewell at the event’s conclusion.
• Communicate entry and security policies with guests who are waiting in entry lines in order to expedite the entry process.
• Scan guests’ tickets using mobile technology devices and assist guests with retrieving tickets from their personal mobile devices when necessary.

Usher:

• Greet and direct guests to their seats, and respond to their needs, questions, comments, and concerns.
• Monitor guest behavior inside assigned seating areas to prevent or quickly respond to any potential issues.
• Enforce the Milwaukee Bucks, Deer District and Fiserv Forum Guest Code of Conduct.
• Assist supervisory staff in deescalating guest issues, when necessary.
• Help guide guests out of the seating area quickly and efficiently in the event of an emergency or evacuation.
• Operate elevators to transport guests to the appropriate level of the arena.
• Check guests’ tickets for those accessing premium areas to ensure appropriate access.
• Assist guests by providing directions and answers to commonly asked questions.
• Ensure guests are using the escalators or elevators safely and report any concerns to management
• Offer priority access to guests using mobility devices or those with the greatest need

Access Control Host:

• Check guest tickets or credentials to premium or restricted areas to ensure appropriate access to that location.
• Welcome guests to premium areas or special events with an upbeat, energetic attitude.
• Provide guests with directions and information and answer event-related questions.

Mobility Assistance Host/Hostess:

• Assist guests requesting wheelchair service to and from their seats.
• Monitor the Americans with Disabilities Act (ADA) seating areas and provide assistance to guests, if necessary, in the event of an emergency.
• Provide detailed information, answer questions and field concerns and suggestions from guests visiting the Guest Concierge Desks with a friendly, approachable attitude.
• Be patient and calm when resolving guest issues and deescalating volatile situations.
• Collect…