Guest Services Representative

3 months ago

St Catharines, Canada Meridian Centre Full time

**_Position Summary_**

As a front-line customer service member of the Box Office & Guest Services Department, the Guest Services Representative is responsible for assisting and directing guests into and around the facility during events. Events can include hockey games, concerts, banquets, basketball games, etc.

**_Essential Duties and Responsibilities_**

Following detailed instructions from Entry Control and/or Supervisors, the Guest Services Representative must always conduct themselves in a manner that upholds health and safety regulations, ensuring events will run as safely and efficiently as possible.
- Proactively and enthusiastically greeting and welcoming all guests.
- Responsible for specific job duties for any and all of the additional positions.
- Ticket Taker - scanning tickets at the points of entry into the facility, etc.;
- Usher - checking the validity of guests’ tickets prior to entry into the arena, etc.;
- Access/Crowd Control - moving crowds along, directing foot traffic, ensuring safety of the guests, etc.
- Ensuring the safety, security and enjoyment of all guests at all times.
- Informing and directing guests, both inside and outside of the facility, with respect to safety.
- Implementing Meridian Centre House Policies and Procedures in a professional, pro-active, and diplomatic manner.
- Responding immediately, effectively, and diplomatically to address any breaches to the Meridian Centre Alcohol Management Procedures (assisting Food & Beverage Team Members when and where required).
- Responding immediately and effectively to emergency situations, such as medical or security, etc., utilizing a thorough knowledge and understanding of Meridian Centre Emergency Procedures and Protocols.
- Other duties as assigned.

**_Knowledge, Skills and Experience_**

While any experience as a customer service representative is considered an asset, the Guest Services Representative must possess the following:

- An outgoing and friendly personality;
- Strong verbal communication skills;
- The ability to approach guests on all matters;
- Must have a flexible, adaptable, and positive attitude and work ethic;
- A good sense of direction, and the ability to relay directions accurately and simply to guests;
- The ability to enforce building policies;
- Comfort with minor conflicts, an ability to resolve those conflicts quickly, efficiently, and in a calm manner, and an understanding of when to notify a supervisor should the situation require assistance;
- An ability to take and follow direction from the Supervisor, Box Office & Guest Services Coordinator, and/or Ticketing Manager;
- An ability to work well in a team environment, as well as independently with mínimal supervision;
- The ability to perform under pressure and execute their responsibilities in a maximum crowd capacity during events;
- Excellent and highly respectful customer service skills and the ability to interact appropriately with the public, especially when encountering conflict situations;
- The ability to respond to emergency situations in a calm and effective manner, informing supervisors and management team of the situation immediately;
- The flexibility to work a varied schedule which will include days, evenings, and weekends;
- An understanding and a respect of general Health & Safety practices, as well as the Meridian Centre’s H&S Policy and COVID-19 Vaccination Policy.

**_Working Conditions & Physical Demands_**

The physical demands described here are representative, not all-inclusive, of those that the Guest Services Representative will encounter as they successfully perform the essential functions of this job.
- This position requires the employee to work inside and outside the building in all types of climate and weather.
- There is not a set schedule for this department. Hours are casual and are based on the number and type of scheduled events.
- The hours are varied and can include day, evening, and weekend shifts.
- The employee is regularly required to stand and/or walk for long periods of time.
- The employee may be required to sit, lift and/or bend for periods of time.
- The employee may be required to lift and/or move up to 25 pounds.
- The employee is required to follow WHMIS practices and guidelines as well as provincial Health and Safety regulations at all times.
- Personal Protective Equipment (PPE), such as a reflective vest, must be worn at all times where required.

**_Confidential Information_**

Due to the sensitive and competitive nature of the entertainment industry it is necessary to ensure that correct information is released to the public and that sensitive information is not discussed. Please refer to the Confidential Information Policy in the Welcome to the Team Handbook.

**_Additional Information_**

ASM Global/Meridian Centre is an Equal Opportunity employer, and encourages women, minorities, individuals with disabilities, and other protected groups to apply. ASM Global/Meridian Centre ackno

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