Guest Services Staff - The Stage at Suffolk Downs - Bowery Presents
Boston, MA
About the Job
For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.
Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.
If you want to be challenged to up your game and make a difference, then join us in giving the world reason to cheer!
GUEST SERVICES STAFF
- Box Office Attendant
- Guest Services Staff
- Usher/Ticket Taker
- Guest Services Supervisor
- VIP Coordinator
BOX OFFICE ATTENDANT
SUMMARY
The Box Office Attendant is responsible for communicating information regarding the event (location, seating options, price structures, and other details) to help guests select the best event ticket option. The Box Office Attendant will process ticket orders, collect payments, ensure tickets and applicable credentials are distributed, and resolve problems as they arise.
PRIMARY RESPONSIBILITIES
- Accurately and efficiently process orders for and collect payments from guests.
- Follow cash-handling and inventory procedures to ensure security of assets and inventory.
- Greet customers with a positive and friendly demeanor. Assist guests by providing information, answering questions, and processing requests.
- Resolve customer concerns by providing superior customer service, utilizing common practices for resolution, and escalating to supervisor when needed.
- Provide upselling opportunities to similar events by demonstrating a strong knowledge of upcoming events.
- Contribute to the team dynamic by assisting coworkers, maintaining the facilities’ cleanliness and helping to develop and maintain a positive work environment.
- Complete all company and venue required trainings and participate in employee meetings.
QUALIFICATIONS
- A minimum education level of: High School Diploma or its equivalency
- A minimum of 1-2 years of related work experience
- Excellent customer service skills
- Must be able to work independently and in a team setting
- Good communication skills to effectively communicate with customers and co-workers
- Basic math skills
- Must be responsible and professional
- Effective decision-making skills
- Demonstrated ability to work in a fast-paced environment
- Available to work flexible hours, including nights, weekends, and holidays
- Previous experience working in events and knowledge of the music industry preferred
GUEST SERVICES STAFF
SUMMARY
The Guest Services Staff will act as the primary providers of direct customer services to guests when they are in a venue. They are responsible for providing a safe and welcoming environment for all guests beginning the moment they enter the facility. The Guest Services Staff will be responsible for assisting guests as any issues/problems arise, as well as provide a variety of customer service duties on behalf of the venue for its guests in an expert, professional, and friendly manner.
PRIMARY RESPONSIBILITIES
- Answer guest questions, direct guests to important areas of the venue (restrooms, concessions, VIP, concert area, etc), and provide additional assistance whenever necessary.
- Administer applicable wristbands for event entrance (21+, VIP Access, etc).
- Greet guests and resolve guest complaints, escalating concerns as necessary.
- Monitor guest conduct to ensure a safe and secure environment for all (in conjunction with security staff and venue management).
- Monitor the consumption of alcohol to ensure no under-age drinking is taking place and those guests consuming beverages are doing so responsibly (in conjunction with security staff and venue management).
- Work to effectively accommodate guests with disabilities, while complying with facility/event ADA requirements.
- Communicate policies and procedures of the venue as needed.
- Act as a member of the emergency evacuation team by communicating with and directing guests during a facility emergency.
- Monitor venue during guest arrival and exit to comply with fire department safety regulations (in conjunction with security staff and venue management).
- Perform other duties and responsibilities as deemed appropriate by Management and Supervisors.
- Complete all company and venue required trainings and participate in employee meetings.
QUALIFICATIONS
- A minimum education level of: High School Diploma or its equivalency
- A minimum of 1-2 years of related work experience
- Ability to work outdoors and in varying conditions
- Positive attitude with superior customer service skills
- Able to stand for extended periods of time (4-6 hours per shift) is a plus
- Able to work efficiently in a fast-paced environment
- Exemplify a strong commitment and willingness to provide excellent customer service
- Maintain a neat, clean and professional appearance
- Possess strong interpersonal and communication skills
- Sound judgement; able to make sound decisions
- Available to work flexible hours, including nights, weekends, and holidays
- Previous experience working in events and knowledge of the music industry preferred
USHER / TICKET TAKER
SUMMARY
The Usher/Ticket Taker is responsible for providing excellent customer service at all events, while providing directions and scanning tickets. The Usher/Ticket Taker is also responsible for greeting guests, controlling access points, and assisting guests when issues/problems arise.
PRIMARY RESPONSIBILITIES
- Assist guests with directional and informational inquiries by demonstrating strong knowledge of the facility and event(s).
- Communicate in a professional manner with other building staff, clients, guests, supervisors and corporate staff on important information.
- Administer applicable wristbands for event entrance (VIP Access, etc).
- Work to effectively accommodate guests with disabilities, while complying with facility/event ADA requirements.
- Display a calm and attentive demeanor when rectifying issues with guests.
- Check and scan guest tickets upon entry to the facility/venue or section. Review guest tickets to direct them to the appropriate area.
- Control access points to prevent unauthorized entries.
- Report any activities or behaviors that conflict with facility/event policy or code of conduct to supervisor or Event Manager.
- Complete all company and venue required trainings and participate in employee meetings.
QUALIFICATIONS
- A minimum education level of: High School Diploma or its equivalency
- A minimum of 0-2 years of related work experience
- Ability to work outdoors and in varying conditions
- Able to stand for extended periods of time (4-6 hours per shift) is a plus
- Able to work efficiently in a fast-paced environment
- Exemplify a strong commitment and willingness to provide excellent customer service
- Maintain a neat, clean and professional appearance
- Possess strong interpersonal and communication skills
- Sound judgement; able to make sound decisions
- Available to work flexible hours, including nights, weekends, and holidays
- Previous experience working in events and knowledge of the music industry preferred
GUEST SERVICES SUPERVISOR
SUMMARY
The Guest Services Supervisor will ensure a superior level of guest service is provided to all guests and is responsible for overseeing and supervising the Guest Services Staff. Additionally, this position will monitor and report any policy and procedure violations regarding issues with guest behavior. The Guest Services Supervisor will also communicate within the department and other departments related to ticketing, VIP guests, safety hazards, etc.
PRIMARY RESPONSIBILITIES
- Responsible for Guest Services Staff check in to ensure clocking in/out and breaks are taken. Ensure proper coverage of staff in appropriate work areas during shows and performances while staff is on break.
- Monitor and report all policy and procedure violations. Respond to guest behavior issues. Assist with patron issues or complaints and report any activities or behaviors that conflict with facility/event policy or code of conduct to Venue Management.
- Communicate with Venue Management prior to event to ensure all relevant information is available to relay to Guest Services Staff.
- Communicate with Guest Services Staff regarding responsibilities, ticketing, guests, safety/hazards and any potential questions/issues that may occur during scheduled shows and performances.
- Oversee designated VIP areas and help liaison between Guest Services staff and appropriate departments if needed. Ensure designated VIP areas are set up, clean, and ready for patron entry and assist with breakdown after event.
- Assist ADA patrons while complying with facility/event ADA requirements.
- Complete all company and venue required trainings and participate in employee meetings.
QUALIFICATIONS
- A minimum education level of: High School Diploma or its equivalency (BA/BS Degree Preferred)
- A minimum of 3-5 years of related work experience
- Ability to work outdoors and in varying conditions
- Ability to effectively supervise, motivate, and lead a productive team.
- Proficient in Microsoft Office (Word, Excel, Outlook, and PowerPoint) and ability to learn required business systems
- Excellent interpersonal, communication, and problem-solving skills.
- Ability to work in a fast-paced environment.
- Available to work flexible hours, including nights, weekends, and holidays
- Previous experience working in events and knowledge of the music industry preferred
VIP COORDINATOR
SUMMARY
The VIP Coordinator will manage the VIP list and proactively monitor and engage with VIP clients and guests to provide the highest quality of customer service. This position will maintain the professionalism, cleanliness, and standards of all VIP and relevant activation areas, and ensure efficiency of execution and delivery of amenities and services.
PRIMARY RESPONSIBILITIES
- Proactively monitor and engage with VIP clients and guests to provide the highest quality of customer service in a friendly and timely manner.
- Build and maintain relationships with VIP clients and guests to ensure long-term business and drive sales.
- Manage VIP list and work to effectively accommodate guests with disabilities while complying with facility/event ADA requirements.
- Execute delivery and placement of arrival amenities. Gather feedback from clients and guests regarding product and services and report to management to ensure improvement and efficiency according to client needs.
- Maintain professionalism, cleanliness, and standards of all VIP and relevant activation areas.
- May assist with general office duties.
- Complete all company and venue required trainings and participate in employee meetings.
QUALIFICATIONS
- A minimum education level of: High School Diploma or its equivalency
- A minimum of 1-2 years of related work experience
- Ability to work outdoors and in varying conditions
- Proficient in Microsoft Office (Word, Excel, Outlook, and PowerPoint) and ability to learn required business systems
- Exceptional organizational skills and attention to detail.
- Strong interpersonal, verbal, and written communication skills.
- Positive attitude with superior customer service skills.
- Ability to work in a fast-paced environment.
- Available to work flexible hours, including nights, weekends, and holidays
- Previous experience working in events and knowledge of the music industry preferred
AEG reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship. AEG may require an employee to perform duties outside his/her normal description.
