Guest Services Staff - Bowery Presents MA - The Sinclair Royale Roadrunner The Sinclair Royale

AEG Worldwide
US - Massachusetts - Boston
June 29, 2024

For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.

Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.

If you want to be challenged to up your game and make a difference, then join us in giving the world reason to cheer!

GUEST SERVICES STAFF

Box Office Attendant
Guest Services Staff
Guest Services Supervisor
VIP Coordinator

1. BOX OFFICE ATTENDANTSUMMARY
The Box Office Attendant is responsible for communicating information regarding the location, event, seating options, price structures, and other details to help guests select the best event ticket option. The incumbent will process ticket orders and collects payments.

PRIMARY RESPONSIBILITIES

Accurately and efficiently processes orders for and collect payments from guests.
Follow cash handling and inventory procedures to ensure security of assets and inventory.
Greet customers with a positive and friendly demeanor. Assist guests by providing information, answering questions and processing requests.
Resolve customer concerns by providing superior customer service, utilizing common practices for resolution and escalating to supervisor when needed.
Provides upselling opportunities to similar events in the genre by demonstrating a strong knowledge of upcoming events.
Contributes to the team dynamic by assisting coworkers, maintaining the facilities' cleanliness and helping to develop and maintain a positive work environment.

QUALIFICATIONS

A minimum education level of: High School Diploma or its equivalency
A minimum of 1+ years of related work experience
Excellent customer service skills
Must be able to work independently and in a team setting
Good communication skills to effectively communicate with customers and co-workers
Basic Math skills
Must be responsible and professional
Effective decision-making skills
Demonstrated ability to work in a fast-paced environment
Available to work flexible hours, including nights and weekends

2. GUEST SERVICES STAFF SUMMARY Guest Services Staff will act as the primary provider of direct services to guests when they are in a venue. They are responsible for providing a safe environment for all guests beginning the moment they enter the facility. The incumbent will provide a variety of customer service duties on behalf of the venue for its guests, in an expert, professional and friendly manner.

PRIMARY RESPONSIBILITIES

Answer guest questions, direct guests to important areas of the venue (restrooms, ATM, coat checks, VIP areas, and concert area) and provide additional assistance whenever necessary.
Operate the various coat check rooms within established guidelines and procedures at the venue.
Scan tickets for entry into the venue, administer applicable wristbands for event entrance (21+, VIP Access, Private Event Access).
Great guests and resolve guest complaints, escalating concerns as necessary. Monitor guest conduct to ensure a safe and secure environment for all. Monitor the consumption of alcohol to ensure no under-age drinking is taking place and those guests consuming beverages are doing so responsibly.
Seat guests and assist ADA patrons.
Enforce all policies and procedures of the venue. Complete all company and venue required trainings and participate in employee meetings.
Act as a member of the emergency evacuation team by communicating with and directing guests during a facility emergency.
Monitor venue during guest arrival and exit to comply with fire department safety regulations.
Perform other duties and responsibilities as deemed appropriate by Management and Supervisors.

QUALIFICATIONS

A minimum education level of: High School Diploma or its equivalency
A minimum of 1-2 years of related work experience
Ability to work in varying conditions
Ability to lift 50 lbs. without assistance
Positive attitude with superior customer service skills
Ability to stand, walk, and climb stairs for long periods of time

PREFERENCES

Previous experience working in events and knowledge of the music industry preferred
Availability to work nights, weekends, and holidays as needed according to venue schedule.

3. GUEST SERVICES SUPERVISOR SUMMARY

The Guest Services Supervisor will ensure a superior level of guest service is provided to all guests. Additionally, this position will monitor and report any policy and procedure violations regarding issues with guest behavior. The Supervisor Guest Services will also communicate within the department and other departments related to ticketing, VIP guests, safety hazards, etc.

PRIMARY RESPONSIBILITIES

Monitor and report all policies and procedures violations. Respond to guest behavior issues. Assist with patron issues or complaints and report any activities or behaviors that conflict with facility/event policy or code of conduct to Manager Operations.
Communicate with staff regarding responsibilities, ticketing, VIP guests, safety/hazards and any issues that may occur during scheduled shows and performances.
Responsible for staff check in to ensure clocking in/out, breaks are taken, and ensure proper coverage of staff in appropriate work areas during shows and performances while staff is on break.
Oversee designated VIP areas and help liaison between staff and appropriate departments if needed. Ensure designated VIP areas are set up, clean, and ready for patron entry and assist with breakdown after event.
Seat guests and assist ADA patrons while complying with facility/event ADA requirements.

QUALIFICATIONS

A minimum education level of: High School Diploma or its equivalency (BA/BS Degree Preferred)
A minimum of 3-5 years of related work experience.
Ability to effectively supervise, motivate, and lead a productive team.
Proficient in Microsoft Office and ability to learn required business systems (Word, Excel, Outlook, and Power.

Read the full job description and apply online on the recuiter's web-site

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