Guest Services

Job Description

Guest Services (Ascend Amphitheater)

Live Nation Entertainment is the world's leading live entertainment and eCommerce company, comprised of four market leaders: Ticketmaster, Live Nation Concerts, Front Line Management Group and Live Nation Network.

As the largest producer of live music concerts, Live Nation Concerts operates over 45 venues across the United States. For additional information, visit http://www.livenationentertainment.com/.

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.

This role is responsible for, but not limited to the following:
• The Guest Services Department consists of the following roles- Guest Services Tent, Ambassador, Usher, Ticket Taker, and Lawn Chair Tent. All Guest Services employees will be cross trained to be able to function in any of the previously mentioned roles.

Guest Services Tent:
• Deliver exemplary customer service to maintain customer loyalty. Answer inquiries to resolve our customer concerns through analysis to determine the most effective resolution.
• Provide guests with your full attention and smile.
• Direct guests in the general area of their seat. Have them talk with an Usher for more direct information.
• Answer questions about venue; location of bathrooms, concessions, lawn chair rental, smoking section, first aid, etc.
• Solicit sales of new or additional services, products, and upgrades.
• Assist with the Cash to Card operation for guests
• Adapt to customer needs ensuring that they are understood, and appropriate action is taken to meet and exceed their expectations.
• Refer unresolved customer grievances to Guest Services Manager for further investigation.
• Confer with customers to provide information about products or services, or obtain details of complaints.
• Keep records of customer interactions or transaction, recording details of inquiries, complaints, or comments, as well as action taken.
• Provide assistance to with guests with special needs, such as helping with seat accommodations.
• Receive and return all lost and found items turned in by guests.
• Pack up all materials, tents, lights, etc. at end of night.

Ambassador:
• All guests are subject to walking through a metal detector, a visual inspection, and bag check when entering the venue: Advise patrons to have all bags and purses open and placed on the search table ready to be searched before they get scanned into the venue.
• Answer questions about venue; location of bathrooms, concessions, lawn chair rental, smoking section, first aid, etc.
• Solicit sales of new or additional services, products, and upgrades.
• Direct guests to empty their pockets of metal objects: cell phones, car keys, cameras, etc.
• Advise patrons well ahead of time that certain prohibited items you may see them carrying will not be allowed in. They may be able to run these items back to their car
• Post Show - Tear down signage/ash trays/trash/bike rack on 1st Ave, tear down employee tent
• Pack up all materials, signs, waste receptacles, etc. at end of night.
• Provide assistance to with guests with special needs, such as helping with seat accommodations.

Usher:
• Checking your area pre-show, making sure you have everything you need and everything is set up properly.
• Greet guests, answer guest questions, directly 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.
• Provide assistance to with guests with special needs, such as helping with seat accommodations.
• Assist guests in locating and accessing their designated seats.
• Participate in venue recycling efforts before, during and after the show.
• Guide guests to exits or provide other instructions or assistance in case of emergency.
• Assist patrons by giving directions places inside or outside the venue.
• Ensure guests are safely enjoying the show.
• Responsible for maintaining the cleanliness of your area (The Bowl) during your shift.
• Post Show - Sweep VIP Box & remove all trash from tables, Pick Lower Bowl, strike first 3 rows of seated pit

Ticket Taker:
• Checking your area pre-show, making sure you have everything you need and everything is set up properly.
• 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.
• Participate in venue recycling efforts before, during and after the show.
• Guide guests to exits or provide other instructions or assistance in case of emergency.
• Assist patrons by giving directions places inside or outside the venue.
• Ensure guests are safely enjoying the show.
• Post Show - Tear Down tables, tents, lights, bike rack etc at Gate 1, 2, 4, 5

Lawn Chair Tent:
• Facilitate the sale and rental of lawn chairs and blankets during events
• Facilitate the redemption of Pre-Sold lawn chairs to guests
• Assist with keeping the lawn chair area safe, clean, and presentable to the guest

All Guest Services Roles:
• Attend pre-show Guest Services meeting
• Participate in the venue's sustainability program which could include implementing programs that conserve resources/prevent waste such as sorting waste and collecting recycling and educating our fans about our efforts.
• Partner with fellow band members at the end of show to close the venue- this includes collecting recyclables from the lawn and/or reserved section, picking up and properly storing event equipment such as lawn chairs, barricade, etc.
• Additional tasks as requested by management.

Qualifications:
• High School Diploma or equivalent
• At least 2 years in Customer Service and communications
• 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

If the above description sounds like you and fits your background, apply online to join the Live Nation Entertainment team today at: https://www.livenationentertainment.com/careers/.

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

Jobcode: Reference SBJ-rbm95o-3-138-200-66-42 in your application.