Guest Services Associate - Live Events

Company Information

For more than 20 years, AEG has transformed sports and live entertainment. We host guests, promote shows and events around the world, and operate venues, sports franchises, and entertainment brands. We strive to be diverse and inclusive and minimize environmental impact through sustainable practices.

If you want to be challenged and make a difference, join us in giving the world reason to cheer.

• The Regency Ballroom - 1300 Van Ness Ave, San Francisco, CA 94109
• The Warfield - 982 Market St, San Francisco, CA 94102

• GUEST SERVICES STAFF
• USHER/TICKET TAKER
• USHER SUPERVISOR

Job Summary

Guest Services Staff are the primary providers of direct guest services in the venue. They ensure a safe environment from entry and provide customer service in a professional and friendly manner.

Essential Functions

• Answer guest questions, direct guests to restrooms, coat checks, VIP areas, and concert areas, and provide assistance as needed.
• Operate coat check rooms following established guidelines.
• Scan tickets for entry and administer wristbands for age-restricted or VIP access.
• Greet guests, resolve complaints, monitor conduct, and ensure responsible alcohol service.
• Seat guests and assist ADA patrons.
• Enforce venue policies and complete trainings and staff meetings.
• Act as a member of the emergency evacuation team and assist during evacuations.
• Monitor venue operations during guest arrival and exit to comply with safety regulations.
• Perform other duties as assigned by Management and Supervisors.

Required Qualifications

• High School Diploma or equivalent
• 1–2 years of related work experience
• Ability to work in varying conditions
• Ability to lift up to 50 lbs
• Positive attitude with customer service skills
• Ability to stand, walk, and climb stairs for long periods

PREFERENCES

• Previous experience in events and knowledge of the music industry preferred
• Availability to work nights, weekends, and holidays as needed

Job Summary

The Usher/Ticket Taker provides excellent customer service, directs guests, scans tickets, greets guests, assists with seating, controls access points, and helps resolve issues.

Essential Functions

• Assist guests with directional inquiries using facility knowledge.
• Communicate professionally with staff, clients, and guests.
• Accommodate guests with disabilities per ADA requirements.
• Maintain a calm and attentive demeanor when addressing issues.
• Check and scan tickets at entry and direct guests to appropriate areas.
• Control access points to prevent unauthorized entries.
• Report policy violations to a supervisor or Event Manager.

Required Qualifications

• High School Diploma or equivalent
• 0–1 year of related work experience
• Ability to work efficiently in a fast-paced environment
• Strong commitment to customer service
• Neat, clean, and professional appearance
• Strong interpersonal and communication skills
• Sound judgment to make decisions
• Availability to work evenings, weekends, and holidays

Job Summary

The Usher Supervisor is responsible for supervising usher staff to ensure high-quality guest service at events.

Essential Functions

• Supervise usher staff and daily operations; attend supervisor meetings.
• Prepare and conduct pre/post show briefings and group interviews/trainings.
• Address guest complaints and concerns; problem-solve effectively.
• Monitor and report policy violations; conduct progressive employee counseling with management.
• Manage guest behavior issues using the 1-2-3 approach and coordinate with Security as needed.
• Communicate via radio with earpiece for assistance from box office, security, and other departments.
• Assist in relocating guests with special needs as required (ADA).
• Monitor uniform inventory and supervise uniform issue for usher positions.
• Prepare and conduct group interviews and training sessions.

Required Qualifications

• High School Diploma or equivalent (BA/BS preferred)
• 4+ years of related work experience
• Experience as an usher for at least 4 years
• Ability to work nights, weekends, and holidays
• Excellent interpersonal, communication, and problem-solving skills
• Excellent customer service skills
• Ability to supervise, motivate, and lead a team

Pay Scale: Pay scales vary by venue

• Guest Services Staff: 19.00–20.00
• Usher/Ticket Taker: 17.00–19.00
• Usher Supervisor: 23.00

Bonus: This position is not eligible for a bonus under the current plan.

Benefits: Part-time positions may be eligible for benefits (ACA qualification).

AEG reserves the right to change or modify the employee's job description at any time during employment and may require duties outside the normal description.

AEG is an equal opportunity employer and will not discriminate on race, color, religion, age, sex, sexual orientation, national origin, or any other legally protected status.