Guest Services, Engagement Representative

3 weeks ago

Toronto, Canada MLSE Full time

**Company Description**
At Maple Leaf Sports & Entertainment Partnership (MLSE), we are committed to creating an inclusive workplace that is representative of our community and where all employees feel they belong and can reach their full potential. We are Canada’s preeminent leader in delivering top quality sport and entertainment experiences and one of North America’s leading providers of exceptional fan experiences. We are the parent company of the National Hockey League’s Toronto Maple Leafs, the National Basketball Association’s Toronto Raptors, Major League Soccer’s Toronto FC, the Canadian Football League’s Toronto Argonauts and development teams with the Toronto Marlies (American Hockey League), Raptors 905 (NBA G League), Toronto FC II (MLS NEXT Pro League) and Raptors Uprising Gaming Club, the Toronto Raptors Esports franchise in the NBA 2K League.

MLSE owns and/or operates all the venues our teams play and train in, including Scotiabank Arena, BMO Field, Coca-Cola Coliseum, Ford Performance Centre, BMO Training Ground, and OVO Athletic Centre. We also provide fans in Toronto with incredible live music and entertainment events, as well as exceptional culinary experiences through our restaurants (e11even and RS) and clubs (Hot Stove Club, ScotiaClub and Platinum Club). Through MLSE Foundation, we have invested more than $45 million into Ontario communities since 2009 and with MLSE LaunchPad, we provide a place where youth facing barriers use sport to recognize and reach their potential.

We achieve all of this through our Common Purpose - to unite and empower our employees to create extraordinary moments for our fans and each other. Come be a part of the team.

As a valuable member of the Guest Services team, you will be responsible for being part of supporting the overall Guest Services department vision while delivering championship customer service and creating positive lasting impressions for all fans.
- Warmly greet fans as they arrive, promote a friendly and positive atmosphere.
- Provide professional, diplomatic, and proactive customer service to any fan who enters our venues.
- Offer friendly and informed responses to any venue or fan-related inquiry or concern.
- Work quickly to resolve, report, and document for follow-up, all fan and venue-related incidents.
- Communicate positively with co-workers and fans; collaborate with the wider Guest Services team to elevate experience whenever possible.
- Work closely with other event-based departments to assist fans with accommodations or requests.
- Accommodate the event needs of fans who require accessible assistance throughout our venue (physical, visual, hard hearing, sensory needs, etc.)
- Help manage crowd control outside the venue, including the organization of lines and flow of traffic to alternative gates.
- Create proactive touch points by actively engaging with all fans.
- Facilitate in-seat visits to celebrate special occasions for fans.
- Act as an information liaison for fans.
- Solve, record, and report issues and incidents as needed.
- Solicit feedback from fans to continually improve the game day experience for all.
- Communicate positively and professionally with fans and MLSE staff.
- Adhere to all MLSE service standards and policies.
- Work in compliance with the provisions of the Occupational Health & Safety Act.
- Other responsibilities as required.

**Qualifications**:
- A passion for providing excellent customer service.
- Self-motivated and energetic demeanor with the ability to move around the venue safely and swiftly.
- Illustrate the dedication and passion to provide unimaginable fan experiences.
- A genuine desire to listen to and resolve all fan inquiries.
- An ability to use creative problem-solving skills and confidence without being prompted.
- Excellent interpersonal and communication skills.
- Must be available to work evenings, weekends, and holidays as required.
- Must be available to participate in team training and team-building sessions.
- Work well in a team environment and handle multiple tasks simultaneously.
- Familiarity with the City of Toronto and tourist attractions is an asset.
- Bilingualism an asset (Not mandatory)
- Smart Serve certification.

Experience the thrill of the Sports & Entertainment industry in a flexible (hybrid) work environment that supports employee wellbeing.
- We thank all applicants for their interest, however, only those selected for an interview will be contacted._

At MLSE, we are committed to building an equitable, diverse and inclusive organization.

LI-DNP

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