Guest Services Representative (Seasonal)

About the position

The Guest Services Representative (GSR) role is essential for ensuring that all visitors enjoy a positive and memorable experience while at Chase Field. This seasonal position focuses on providing exceptional customer service, assisting guests with inquiries, and maintaining safety and order during events.

Responsibilities

• Provide exceptional customer service that exceeds guests' expectations.
• Understand ballpark layouts to provide guests with directions to seating sections, restrooms, concession stands, and other amenities.
• Serve as an information specialist knowledgeable about each event to respond to guest comments, questions, and requests promptly and professionally.
• Handle a variety of customer inquiries, including seating and ticket issues.
• Solve guest problems and address concerns effectively.
• Look for opportunities to enhance the guest experience.
• Ensure the welfare and safety of all guests by enforcing ballpark policies and procedures.
• Maintain order and ensure adherence to safety rules during events.
• Provide assistance and clear directions during emergency situations.
• Ensure pathways and exits are clear of obstructions and properly lit.
• Assist guests in finding seats, using a flashlight if needed.
• Report suspicious activity or unattended items to security immediately.
• Monitor crowd safety during events and report safety violations to supervisors or security.
• Complete incident reports as needed.
• Verify credentials to control access into restricted areas and enforce ticket integrity.

Requirements

• 1 - 2 years of customer service experience in a fast-paced environment.
• Excellent customer service skills with a friendly, outgoing personality.
• Strong communication skills.
• Ability to work well with co-workers and supervisors in a team environment.
• Maintain a neat, professional appearance.
• Ability to remain calm and focused in a fast-paced environment.
• Ability to exercise sound judgment to diffuse volatile situations.
• Ability to read tickets and ensure authenticity.
• Ability to scan tickets with fine finger dexterity.
• Ability to memorize the layout of Chase Field to answer guests' questions.
• Bilingual in English/Spanish preferred.
• Basic knowledge of ADA protocols and policies preferred.

Nice-to-haves

• Bilingual in English/Spanish
• Basic knowledge of ADA protocols and policies

Benefits

• Flexible schedule with a variety of shifts including weekends, evenings, and some holidays.
• Opportunity to work at home games and special events.