Guest Experience Event Representative - ASM Global - Allegiant Stadium - Closing date 20 Jun 2020
Las Vegas, NV, USA
ASM Global ASM Global is the world’s leading venue management and services company. The company was formed by the combination of AEG Facilities and SMG, global leaders in venue, event strategy, and management. The company’s elite venue network spans five continents, with a portfolio of more than 300 of the world’s most prestigious arenas, stadiums, convention and exhibition centers, and performing arts venues. From Aberdeen to Anchorage, and Sydney to Stockholm, its venues connect people through the unique power of live experiences.
Allegiant Stadium, located in Las Vegas, NV, will be the future home of the Las Vegas Raiders of the National Football League and the UNLV Rebels of the NCAA Division 1 Football Bowl Subdivision. The 65,000 seat, 1.75 million square foot, state of the art domed stadium will also host many world-class sporting and entertainment events, including the 2020 and 2021 Pac-12 Football Championship, and will serve as the annual site of the Las Vegas Bowl. The stadium will also host large trade and corporate shows, public gatherings, private events, and a robust tour program.
The Guest Experience Event Representative will be responsible for monitoring events and ensuring that the guests have an enjoyable experience while maintaining the policies and guidelines of Allegiant Stadium. The Guest Service Event Representatives will have dual responsibility working with guests and staff on event days and will be the first point of contact to any guest with inquiries.
Oversee an assigned location or area of the Stadium and respond to any situations such as ticket issues, ADA relocations, guest complaints, etc. Handle complaints, disturbances, or related problems with guests and staff when applicable. Respond to guest concerns in a respectful and calm manner.
Greet and guide all guests in a welcoming, friendly manner & thank all guests for coming upon ingress and egress. Answer guest questions with regard to location of a particular section, concession stands, restrooms. Help assist guests with mobile ticketing.
Ensure the public safety concerns for both internally and externally. Understand the Stadium layout and policies and procedures.
Respond to guest concerns in a respectful and calm manner and appropriately escalate issues to the Guest Experience Manager or Event Lead as needed. Document any problems or issues that arise during the event. Communicate guest and management issues/concerns into the incident management system.
Assist with Stadium set-up procedures; including checking assigned areas, checking elevators, delivering documents and equipment such as radios, tablets, ISS devices, etc.
Assist management in executing emergency procedures if necessary, work closely with the Guest Experience Management as needed.
Manage lost & found program on event day, including logging found items in our electronic system and assisting with recovery of items.
Other duties may be assigned to this position during certain events.
A minimum education level of: High School Diploma or its equivalency
1-2 years of in person customer service experience.
Excellent interpersonal and communication skills.
Strong in-person customer services experience.
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.
Ability to work in a fast-paced environment.
Motivated self-starter with a proactive attitude.
Must be able to work outdoors in various weather conditions.
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 operate a tablet or a laptop efficiently.
Must be able to work in a team environment interacting with multiple departments.
Available to work non-traditional hours (nights, weekends, and holidays).
Preferred Qualifications (if applicable):
Experience in a supervisory role preferred.
Prior facility event experience preferred.
ASM Global reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. ASM Global may require an employee to perform duties outside his/her normal description. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.
ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
We thank all applicants for their interest, however, only those selected for an interview will be contacted.