Guest Experience Representative

POSITION: Guest Experience Representative

DEPARTMENT: Guest Experience

REPORTS TO: Guest Experience Supervisor

FLSA STATUS: Part-time, Hourly, Non-Exempt, Union

UNION: Teamsters Local 638

UNION PAY RATE: $18.25/hour

Guest Experience Representatives are responsible for providing world class customer service and hospitality to all guests entering U.S. Bank Stadium. These individuals understand that they have the ability to impact each guest’s experience and do everything that they can to enhance the experience while abiding by company policies.

U.S. Bank Stadium, owned by the Minnesota Sports Facilities Authority, is a multi‑purpose stadium located in the heart of Minneapolis, Minnesota. With over 66,000 seats, this state‑of‑the‑art facility hosts a dynamic range of events, including the Minnesota Vikings, concerts, family shows, college and high school sporting events, conventions, trade and consumer shows, community events, corporate meetings, receptions, private celebrations, and guided tours.

Since opening in July 2016, U.S. Bank Stadium has hosted 2,000 events with over 10.3 million guests.

• Meet and greet all guests entering U.S. Bank Stadium, check for valid tickets when necessary.
• Be personal and pro‑active in aiding all guests with the highest level of customer service and hospitality.
• Assist guests by providing accurate directions to seating sections and key attractions within U.S. Bank Stadium and surrounding areas i.e. Plazas, Park, Light Rail.
• Establish and maintain cooperative relationship with those contacted in the course of work.
• Receive and quickly act upon requests or complaints from guests; refer serious problems to supervisory staff.
• Retain an extensive knowledge of U.S. Bank Stadium layout, seating Sections, key venue attractions, key venue personnel identity, and emergency activity procedures.
• Enforce stadium and league rules, regulations, and policies.
• Provide immediate assistance to and emergency notification of guests in the event of an accident or injury.
• In the event of an emergency, assist in evacuating U.S. Bank Stadium, while maintaining a calm, professional demeanor.
• Monitor all public areas to maintain order and safety.
• Perform daily safety and security checks within assigned area as well as throughout the stadium; report all substandard or inadequate findings to supervisory staff.
• Cohesively work in conjunction with other departments, including Minneapolis Police Department, security, food service, box office, retail, parking, custodial/housekeeping, and maintenance.
• Perform additional functions and activities as directed by the Guest Experience Manager.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions.

• High School Diploma or GED
• Previous experience in venue events.
• Previous experience in a customer service role.

• Good written and verbal skills.
• Ability to prioritize multiple projects.
• Demonstrate problem‑solving and communication skills.
• Excellent organizational, planning, and problem‑solving skills.
• Supervisory experience preferred.
• Professional presentation, appearance, and work ethic.

• Must be age 18 or older.
• Nice, warm, and courteous.
• Have strong interpersonal skills and able to provide excellent customer service and hospitality.
• Communicate articulately.
• Maintain a professional appearance and grooming.
• Able to stand for long periods of time. Walk long distances and climb stairs.
• Must be a team player who is able to work well in a fast‑paced environment.
• Must be available to work ALL Vikings home games and all of the major and/or ticketed U.S. Bank Stadium events.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable…