Guest Services Representative

Job Purpose

The Guest Service Representative (GSR) role is essential to ensuring that all visitors enjoy a positive and memorable experience while at Chase Field.

 

Primary Duties

Provide exceptional customer service that exceeds guests’ expectations.


* Have a strong understanding of ballpark layouts to provide guests with directions to seating sections, restrooms, concession stands, novelty shops, and other facility services and amenities.


* Serves as an information specialist and knowledgeable about each event in order to respond appropriately to guest comments, questions, and requests in a prompt, courteous and professional manner. 


* Handle a variety of customer inquiries in a professional manner including but not limited to seating/ticket issues.


* Solving guest problems and addressing guest concerns.


* Look for opportunities to enhance the guest experience.

Do one more thing.

 

Guest Service Representatives have direct responsibility for the welfare and safety of all guests



* Have a clear understanding and enforce ballpark policies and procedures.


* Maintain order and ensure adherence to all safety rules.


* Provide assistance and clear directions during emergency situations.


* Ensure pathways and exits are clear of obstructions and are properly lit.

Assist guests in finding seats, lighting the way with a flashlight if needed.


* Immediately report any suspicious activity or unattended items to security.


* Monitor crowd during all events to ensure safety.


* Immediately report any safety violations to include spills or injuries to supervisor and/or security.

Complete incident reports as needed.


* Verify credentials to control access into restricted areas and enforce ticket integrity to ensure guests are in proper seats.

 

Knowledge, Skills and/or Abilities


* Excellent customer service skills, friendly, outgoing personality


* Excellent communication skills


* Strong ability to work well with co-workers and supervisors in a team environment 


* Maintain a neat, professional appearance.


* Ability to remain calm and focused during a fast pace environment


* Ability to exercise sound judgment to diffuse volatile situations


* Ability to read tickets and ensure authenticity


* Ability to scan tickets (fine finger dexterity)


* Ability to memorize the layout of Chase field to answer guests’ general questions (seating sections, restrooms, concession stands, novelty shops, and other facility services and amenities)


* Bilingual-English/Spanish preferred


* Basic knowledge of ADA protocols and policies preferred

 

Experience/Education Requirements


* 1 - 2 years of customer service experience in a fast-paced, busy environment

 

Working Conditions and Physical Demands


* Flexible schedule (variety of shifts) to include weekends, evenings, some holidays, and some overtime to meet business needs


* Must meet...