Guest Services Team Member - PSM Icehouse

The Sports Facilities Advisory & Management; Fort Wayne (IN); On-site; USD 30,000 - 42,000; Full time

Job summary

PSM Icehouse in Fort Wayne, IN seeks a Guest Services Team Member to be the first contact for guests, delivering excellent service and deep knowledge of facility programs.

Reporting to the Operations Director, this full-time, non-exempt role involves registration, payments, waivers, event scoring, and maintaining guest information while upholding venue policies and safety standards.

Qualifications

• Must be at least 18 years of age.
• Possess a valid Driver's License.
• Flexible work schedule including nights, weekends, holidays.
• Excellent verbal and written communication skills.
• Ability to stay focused in a high-volume environment.
• Strong guest service skills.
• Detail-oriented with strong organizational skills.
• Ability to multitask and stay calm under pressure.
• Be respectful and friendly to athletes, guests and staff.
• Must work well with others and take initiative.
• Commitment to safety and well-being of others.
• Customer service and cash handling experience preferred.

Responsibilities

• Greet guests and provide information and wayfinding as needed.
• Provide courteous and friendly first-in-class service to all guests.
• Register guests and process payments for leagues, camps, clinics, drop-in, etc.
• Be knowledgeable about facility programs (format, pricing, meeting dates/times).
• Operate multi-line phones.
• Record waivers and event information.
• Record event scores (tournaments/leagues) and print game sheets daily.
• Maintain confidentiality and discretion with guest and team member information.
• Resolve guest concerns and complaints and/or direct to appropriate Manager.
• Know and enforce the venue policies and procedures.
• Complete special projects and daily assignments.

Skills

Customer service

Communication

Multi-tasking

Attention to detail

Teamwork

Problem solving

Job description

GUEST SERVICES TEAM MEMBER - PSM Icehouse

Sports Facilities Management, LLC

LOCATION: Fort Wayne, IN

DEPARTMENT: OPERATIONS

REPORTS TO: OPERATIONS DIRECTOR

STATUS: FULL-TIME (NON-EXEMPT)

ABOUT THE COMPANY:

PSM Icehouse is a premier sport, recreation and entertainment destination focused on improving the health and economic vitality of Fort Wayne, IN. You will be joining a championship level team focused on fun, fulfillment and service built to enrich the community as well as your career and personal growth.

PSM Icehouse is a managed facility by Sports Facilities Management, LLC, a Sports Facilities Companies (SFC) company. SFC is the nation's leading resource for managing and developing sports, recreation, wellness, and events facilities. We provide a highly collaborative and supportive culture that raises our team members to new levels of career growth. Together, we will carve a path in a hyper-growing industry where you will enjoy the journey and learn from the industry's best while having some fun.

SFC has been awarded national recognition as a Top Workplace and is considered a workplace of choice. Our mission-focused company is highly entrepreneurial, team-oriented with a culture centered on collaboration, accountability, excellence, and service. We are growing rapidly and looking for high performers at every level to grow with us.

POSITION SUMMARY:

The Guest Services Team Member provides the first point of contact for all guests. The Guest Services Team Member is expected to provide excellent customer service to all visitors and always displays a vast amount of knowledge of the facility's programs and offerings.

PRIMARY RESPONSIBILITIES WILL INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:

• Greet guests and provide information and wayfinding as needed
• Provide courteous and friendly first-in-class service to all guests
• Register guests and process payments for leagues, camps, clinics, drop-in, etc.
• Be knowledgeable about facility programs (format, pricing, meeting dates/times)
• Operate multi-line phones
• Record waivers and event information
• Record event scores (tournaments/leagues) and print game sheets on a daily basis
• Maintain confidentiality and discretion with guest and Team Member information
• Professionally resolve guest concerns and complaints and/or direct to appropriate Manager
• Know and enforce the venue policies and procedures
• Complete special projects, daily assignments, and other duties as assigned

MINIMUM QUALIFICATIONS:

• Must be at least 18 years of age
• Possess a valid Driver's License
• Flexible work schedule (e.g., nights, weekends, holidays and long hours) and regular attendance necessary
• Excellent communication skills, both verbal and written
• Ability to maintain focus in a high-volume, fast-paced environment
• Must have excellent guest service skills
• Must be detail-oriented and have outstanding organizational skills
• Ability to multi-task, prioritize, and remain calm and focused in difficult and stressful situations
• Must be respectful and friendly to our athletes, guests, visitors, spectators, leaders and fellow Team Members
• Must work well with others
• Must take personal initiative for the betterment of the team and venue
• Commitment to the safety and well-being of others
• Customer service and cash handling experience preferred

WORKING CONDITIONS AND PHYSICAL DEMANDS:

• Must be able to lift 20 pounds waist high
• May be required to sit or stand for extended periods of time whether indoors or outdoors, and squat, stoop or bend
• Will be required to operate a computer
• Facility has intermittent noise