PT Guest Services Representative

CENTERS, LLC; Town of Union (WI); On-site; USD 20,664,000 - 27,552,000; Full time

Job summary

CENTERS, LLC is hiring on-site Guest Services Representatives for the Sonnentag Center at the University of Wisconsin-Eau Claire. You will deliver best-in-class service to guests at university and community events, assisting with tickets, information, directions, and special-needs support.

This role requires a High School Diploma or equivalent and at least 1 year of customer service experience. Prior venue experience is a plus; weekend/evening shifts are common; on-site work at a dynamic events

Qualifications

• High School Diploma or equivalent.
• Minimum 1 year of customer service experience.
• Previous work in a sports, entertainment, or convention facility environment preferred.

Responsibilities

• Greet guests, check tickets, provide information, answer questions, and give directions and escorts as needed.
• Assist and accommodate guests with special needs; respond to questions or complaints professionally and maintain a world-class service mindset.
• Assist management with retrieving lost and found property as needed; enforce venue policies; participate in trainings throughout the year.
• Act as part of the emergency evacuation team by directing guests during facility emergencies.
• Attend staff meetings and trainings and communicate via emails, group messaging, and phone; follow procedures and guidelines.

Skills

Customer service

Communication skills

Active listening

Problem solving

Emergency procedures

Education

High School Diploma or equivalent

Job description

Overview

CENTERS, LLC is a professional management firm specializing in facility, operation, and program management for higher education. CENTERS' management approach is customized for each client yet retains our uniform quality. Our firm unites site staff with a centralized administrative team, each contributing to the firm's goals and client needs. The CENTERS team is innovative, entrepreneurial, trail-blazing, and ambitious for both CENTERS and our clients. Today, CENTERS provides management services for 14 clients.

Commitment to the well-being, security, and future of our employees is a priority. View the comprehensive information about the competitive benefits package on our careers page then scroll down to CENTERS Benefits (click link to view).

Responsibilities

Guest Services Representatives are responsible for delivering best in class service to ensure an exceptional guest experience for all internal and external guests of the SONNENTAG. Guest Service Representatives address needs and questions and resolve concerns on behalf of the venue for all guests in a friendly, professional, and welcoming manner.

This position will work on-site at the University of Wisconsin-Eau Claire’s Sonnentag Center, a major athletic, recreation, and event center. The new Sonnentag Center will serve as a venue for university and community events, concerts, and home to Eau Claire Men’s and Women’s Athletics.

• Deliver exceptional service while greeting, checking tickets, providing information, answering questions, and giving directions and escorts (as needed) to guests
• Assist and accommodate guests with special needs as needed. Respond to guest questions or complaints in a timely and professional manner and offer assistance while maintaining a world class service mindset
• Assist management with retrieving lost and found property as needed           
• Enforce all policies and procedures of the venue and attend company trainings including but not limited to: medical aids, emergency procedures, safety, and customer service training throughout the year
• Act as a member of the emergency evacuation team by communicating with and directing guests during a facility emergency
• Attend all staff meetings and trainings and communicate as needed through emails, group messaging, and telephone
• Follow and adhere to all procedures and guidelines

Qualifications

Education and Experience

• High School Diploma or equivalent
• Minimum 1 year customer service related work experience
• Previous work experience in a sports, entertainment, or convention facility environment preferred

Skills and Abilities

• Excellent communication skills including active listening
• Service-oriented and able to resolve customer grievances
• Ability to interact effectively and calmly with angry or emotional guests, clients and employees
• Ability and willingness to enforce policies
• Ability to work in a fast-paced environment during large and/or high profile events
• Ability to maintain good business relations with all employees, guests, clients and service providers
• Ability to uphold a neat, clean and professional demeanor and appearance

Work Environment and Physical Demands

Work Environment

• Events environment
• Non-smoking environment
• Moderate to loud noise
• Maintain flexible hours for events that occur on weekends and evenings

Physical Demands

• Must be able to discuss, converse with, and exchange accurate information with patrons, staff, stakeholders, etc.
• Ability to move around the facility and stand or remain posted in a stationary position for extended periods of time
• Ability to occasionally push guests in a wheelchair which requires ability to grasp, push, pull and maneuver up to 300 lbs. on wheels

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.