Guest Experience Representative - INTRUST Bank Arena

Overview

SUMMARY: As a Guest Experience Representative, you play a vital role in delivering amazing experiences through world-class entertainment, one guest at a time. You will be a key player in creating a welcoming, safe, and memorable environment for every guest. In this dynamic position, you will have the opportunity to work across a variety of front-line roles – including ticket scanning, ushering, attendant, and support roles.

Whether you are helping guests find their seats, answering questions, or problem-solving, your goal is to ensure each guest feels welcomed, valued, and supported with a positive and friendly attitude from the moment they arrive until the final encore or buzzer.

SUMMARY: As a Guest Experience Representative, you play a vital role in delivering amazing experiences through world-class entertainment, one guest at a time. You will be a key player in creating a welcoming, safe, and memorable environment for every guest. In this dynamic position, you will have the opportunity to work across a variety of front-line roles – including ticket scanning, ushering, attendant, and support roles.

Whether you are helping guests find their seats, answering questions, or problem-solving, your goal is to ensure each guest feels welcomed, valued, and supported with a positive and friendly attitude from the moment they arrive until the final encore or buzzer.

• Reports to Manager, Coordinator and Supervisor in appropriate uniform to attend pre-event briefings.
• Welcome guests first with a warm smile, eye contact, and positive, energetic attitude.
• Conduct 5-minute zone check of assigned position, reporting any hazards or items that need attention.
• Have thorough knowledge of venue layout, policies, and event timelines to identify key locations, functions, and answer guest inquiries.
• Anticipate guests needs first and take initiative to offer assistance in all forms.
• Assist with accessibility services and accommodations as requested, including wheelchair escorts.
• Support crowd control efforts by guiding traffic to keep walkways, platforms, and aisles clear.
• Utilize radio to communicate effectively with leadership concerning guest or event needs.
• Report any suspicious activity or safety concerns immediately before, during, or post event.
• Monitor guest behavior and ensure compliance with venue policies and code of conduct.
• Listen and handle guest concerns or complaints promptly and professionally; escalate when necessary.
• Respond to guest questions, feedback, or concerns with empathy and solutions-first mindset.
• Collaborate and refer to your supervisor to resolve seating issues or relocations when applicable.
• Follow all safety standards, company, and department policies and procedures.
• Operate equipment to perform necessary assignments such as ticket scanning devices to verify tickets.
• Be knowledgeable of emergency procedures and assist during evacuations, or incidents as needed.
• Work collaboratively with other team members and departments to deliver a seamless guest experience.
• Act in a professional manner always with guests, clients, team members, and others encountered.
• Provide and deliver exceptional guest experiences to every guest, client, or team member, every time.
• Maintain cleanliness and organization of assigned areas.
• Remain flexible and able to adapt to situations as they occur.
• Regular attendance is an essential job function and must work a combination of all event types.
• Position requires the ability to work at all Legends Global venues in Wichita and Andover.
• Other duties as assigned.

• Must be at least 18 years old.
• Must be dependable, punctual, and flexible with scheduling and ability to work extended hours and/or irregular hours including nights, weekends, and holidays as needed.
• Ability to stay calm and courteous under pressure in a fast-paced, high-volume environment.
• Positive, friendly attitude with neat appearance, and smile required.
• Must work well with others.
• Must speak and understand English.

• High School Diploma or GED.
• 1-2 years’ experience in customer service, hospitality, or entertainment venue, preferred.
• Must be able to work independently…