Guest Services - TLA

livenation; Philadelphia (Philadelphia County); On-site; USD 2,066,000 - 2,755,000; Full time

Job summary

Live Nation Entertainment is seeking a Guest Service member to interact with guests, provide information, and resolve inquiries about products and services at our venues. Front of House staff may engage with visiting artists, management, patrons, and other venue personnel during events.

Responsibilities include greeting guests, guiding seating, resolving complaints, verifying tickets, assisting guests with special needs, and supporting emergency procedures to ensure a safe, enjoyable experience

Qualifications

• Customer service mindset with guest-first focus.
• Ability to think strategically and creatively solve issues.
• Excellent verbal and written communication skills.

Responsibilities

• Greet guests and assist with entrances; scan tickets and guide seating.
• Maintain venue safety, cleanliness and guest comfort.
• Resolve guest complaints and provide information about products and services.
• Verify tickets/passes and assist guests with special needs.
• Direct guests during emergencies and assist with general inquiries.
• Support staff credentials verification for restricted areas when needed.
• Provide directions and information around the venue and post-show areas.
• Ensure guests enjoy the show safely and positively.
• Support kiosks and displays with guest information.

Skills

Customer service

Strategic thinking

Problem solving

Communication skills

Judgment & diplomacy

Teamwork

Job description

Job Summary

Unity in Diversity

Our team members are as diverse as our music venues. With its owned/operated/managed venues, Live Nation Clubs and Theaters, a division of Live Nation Entertainment, is wide-ranging, including the legendary Fillmore venues and the intimate House of Blues clubs throughout the United States. Live Nation Clubs and Theaters is the country’s preeminent group of intimate music venues, featuring superior sound and lighting technology in one-of-a-kind custom-designed environments aimed to bring fans and artists together in unparalleled musical environments.

Our mission is to create a profitable and principled global entertainment company. To celebrate the diversity and brotherhood of world culture. To promote racial and spiritual harmony through love, peace, truth, righteousness and non-violence. Our venues bring fans as close to artists as possible and our aim is to create teams that are just as close.

Who are you?

Employees have a leading role in the service experience our guests have. The extent to which we recognize our employees for service well done, is the extent to which they will care not only for the guests, but for each other.

That’s why SAFETY for employees and guests is our first priority. We show CARE around every corner and look to create ENCORE moments of service excellence for everyone. And our commitment to EFFICIENCY, is our way of staying well-organized. So join us! We need these kinds of skills and talents as we Create Once in a Lifetime Experiences for our Fans.

The Role

The Guest Service member will interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

Ushers, greeters, and ticket takers may engage with guests, visiting artists, artist management, patrons, and any other member of the public or administration they may encounter. Front of House Staff are also expected to carry out any job function management deems as appropriate and within the scope of caring and maintaining for the venue, customer service, guest experience, post-show breakdown, guest and staff safety/emergency response.

Job Functions

• Greet guests, scan guest tickets upon entry to the venue, answer guest questions, assist guests with locating their seats and examines tickets for entry to various seat levels around the venue during the event.
• Assist with keeping the venue safe, clean and presentable to the guest.
• Resolve guest complaints or problems.
• Examine tickets or passes to verify authenticity.
• Provide assistance to with guests with special needs, such as helping with seat accommodations.
• Guide guests to exits or provide other instructions or assistance in case of emergency.
• May assist in verifying staff credentials to generally restricted areas.
• Assist patrons by giving directions places inside or outside the venue.
• Ensure guests are safely enjoying the show.
• May help at informational kiosks or displays around the venue.

Qualifications

• Customer Service driven.
• Strong strategic thinking and creative problem solving skills
• Excellent verbal, written and interpersonal communication skills
• Acute sense of judgment, tact and diplomacy
• A strong-sense of teamwork and ability to execute programs
• Excellent verbal and written communication skills
• Position requires constant walking, climbing stairs, lifting and carrying 50 lbs+ and occasional sitting.

Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa.

EQUAL EMPLOYMENT OPPORTUNITY

Live Nation Entertainment strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.

HIRING PRACTICES

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Live Nation Entertainment recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Live Nation Entertainment may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, Internet recruiting, job fairs, college recruiting and search firms.