Guest Experience Representative

The HEAT Group•Miami, FL

1d•Onsite

About The Position

The Miami HEAT and Kaseya Center are hiring for Guest Experience Representatives that serve as liaison between the Kaseya Center guests and The Heat Group to ensure that Five Star Service is provided as it relates to, but not limited to Ticketing, Catering, Housekeeping, Finance, and general Arena Operations. Essential duties include but are not limited to: Greets and directs guests as needed inside and outside the facility. Deal with customer concerns, safety issues, and complaints in a timely manner. Document guest suggestions, complaints and various issues at every Guest Services Booth. Must have the ability to explore ways to improve customer service and the overall experience. Assists guests outside the Box Office windows with mobile ticket issues, questions, or concerns. Assists guests outside the West Plaza Ramp and help reduce large lines/crowds at each entrance. Assists guests at every Guest Services booth by answering any questions and handling any issues. Assists with check-in services of bags, backpacks, cameras, strollers and other prohibited items. Assists guests requiring relocation to an ADA platform and other seating within the Arena, resulting from maintenance issues or the closure of an area/section. Assists in the successful administration of the organization’s designated driver program Assists Season Ticket Services during HEAT games in building positive relationships with Season Ticket Holders Responds quickly to requests from guests, fellow-supervisors or management in a timely, friendly and efficient manner and follows up to ensure guest satisfaction Maintains a working knowledge of the facility, current and upcoming events/games and the surrounding area. Must be available to work nights and weekends up to or beyond midnight.

Requirements

Must be available to work nights and weekends up to or beyond midnight.
Excellent communication skills.

Nice To Haves

Previous guest services experience preferred.
Bilingual in English & Spanish a plus.

Responsibilities

Greets and directs guests as needed inside and outside the facility.
Deal with customer concerns, safety issues, and complaints in a timely manner.
Document guest suggestions, complaints and various issues at every Guest Services Booth.
Explore ways to improve customer service and the overall experience.
Assists guests outside the Box Office windows with mobile ticket issues, questions, or concerns.
Assists guests outside the West Plaza Ramp and help reduce large lines/crowds at each entrance.
Assists guests at every Guest Services booth by answering any questions and handling any issues.
Assists with check-in services of bags, backpacks, cameras, strollers and other prohibited items.
Assists guests requiring relocation to an ADA platform and other seating within the Arena, resulting from maintenance issues or the closure of an area/section.
Assists in the successful administration of the organization’s designated driver program
Assists Season Ticket Services during HEAT games in building positive relationships with Season Ticket Holders
Responds quickly to requests from guests, fellow-supervisors or management in a timely, friendly and efficient manner and follows up to ensure guest satisfaction
Maintains a working knowledge of the facility, current and upcoming events/games and the surrounding area.