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Guest Service Representative
AEG
Oakland, CA, United States
Job Details - this job has expired, please see similar jobs below
Oracle Arena & Oakland/Alameda County Coliseum are AEG Facilities-managed venues and Northern California's premiere sports and entertainment venues home to the Oakland Athletics (MLB), Oakland Raiders (NFL) and Golden State Warriors (NBA). Additionally, we host the top entertainers, family shows and special events at our venues.
Overview:
Serves as a liaison between guests and Oakland/Alameda County Coliseum to ensure that our guest's expectations are not only met, but exceeded, every time they come to all Events here at AEG Oakland. Guest Service Representatives ensure all guests receive an industry leading guest service experience by being knowledgeable of the property, upcoming events and working closely with various AEG departments.
Job Description:
•Greet and guide all guests in a welcoming, friendly manner & thank all guests for coming upon egress
•Answer guest questions with regard to event and stadium, e.g. location of a particular section, concession stands, restrooms
•Promote upcoming events and joining social media community sites
•Handle complaints, disturbances, or related problems with guests and staff when applicable
•Ensure non-smoking rules, and other public safety concerns are responsibly handled
•Respond to guest concerns in a respectful and calm manner and works closely with Supervisor or Event Manager as needed
•Has a thorough knowledge of all AEG Oakland facilities, scheduling, venue services, attractions, and event logistics
•This position requires heavy interaction with the public providing courteous, friendly and professional assistance
•Maintain a positive, outgoing demeanor, adhering to the core expectations of our Guest Service team at all times
•Arrive for shift on time neatly groomed and in a clean, pressed, well-maintained game-day business attire as determined by AEG
•Attend Guest Service Team staff briefing before all events
•Other duties as assigned by supervisor or management
Required Skills:
•Excellent interpersonal and communication skills.
•Prior guest services experience required
•Prior experience working in a major high profile event facility a great plus
•Mandatory attendance at all home Raider Football games (August - December and Playoffs)
•Team player spirit with an exceptional customer service attitude
•Must be able to work outdoors in various weather conditions
•Must be personable and pro-active in providing assistance to all guests with the highest level of customer service
•Excellent communication skills required with thorough understanding of written and spoken English
•Ability to demonstrate professionalism and diplomacy when dealing with the public
•Must be able to traverse a variety of terrain and floor surfaces including stairs, escalators, carpet and concrete
•Ability to stand for long periods of time
•Ability to remain calm and focused in a fast-paced environment and stressful situations
•Passion for delivering customer service that exceeds all expectations
•Ability to make quick, complex, proactive decisions under pressure with little or no supervision
•Ability to exercise sound business judgment generating effective solutions quickly and/or raising issues to management as necessary
•Must be able to work in a team environment interacting with multiple departments
•Must be able to work flexible hours including nights, weekends and holidays