Guest Services Associate

Description

LEGENDS & ASM GLOBAL

Two powerhouse companies have joined forces to redefine excellence in sports, entertainment, and live events. Together, we combine unmatched expertise with a global reach, offering end-to-end solutions - from venue development and event booking to revenue strategy and hospitality.

Legends brings a 360-degree, data-driven approach across Global Partnerships, Hospitality, Merchandise, and Attractions, working with top-tier clients to deliver exceptional experiences.

ASM Global, the world leader in venue management and live event production, oversees 350+ iconic venues stadiums, arenas, conventions centers and theaters.Our organization is committed to building an inclusive, innovative environment where differences drive solutions that benefit our team members, guests, and partners. Guided by our values of respect, integrity, and accountability, we create a workplace where everyone can succeed. Are you ready to be part of the team that is transforming live entertainment? Join us to make legends happen.

One World Observatory

Positioned at the top of One World Trade Center-the tallest building in the Western Hemisphere-on levels 100, 101, and 102, One World Observatory provides guests with unique, panoramic views of New York City, its most iconic sites, and surrounding waters from 1,250 feet. A customized guest experience complements the seemingly endless views-evoking feelings of the City's signature pride, hope and determination (including special interactive experiences and dining options, plus a sit-down restaurant). In 2016, One World Observatory received awards and recognition from the Concierge Choice Awards (Winner: Tourist Attraction), Themed Entertainment Association (Thea Awards for Outstanding Achievement), TripAdvisor (Top U.S. Trending Summer Attraction), and Lonely Planet (Favorite Online Listing). THE ROLE

The Guest Services Ambassador will be a dynamic, interactive role within the attraction with a specific focus on the guest services desk and how the guest relates to the experience. This position plays an integral role in providing guests with unique, memorable experiences. The position will requires maintaining the guest services desk and ensuring a welcoming environment. The guest services desk is the focal point for disseminating information and is vital for the success of the daily operation.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide a high level of customer service in-person and on the phone by engaging guests, answering questions, resolving issues and providing service to ensure a great experience
• Provide general information on major landmarks, and local dining options
• Assist guests processing ticket orders and/or purchasing private tour experiences
• Ability to retain learned knowledge and offer assistance by providing operational (Observatory lay-out, experience locations) answers to all inquiries.
• Ability to follow direction and to be a team player
• Highly motivated, enthusiastic and willing to engage guests and work in a highly busy, interactive environment
• Ability to perform and present information in a concise, legible manner to our guests - must be able to speak loudly and clearly and have a commanding presence.
• Ensure safety of our guests while on tour or in your assigned areas.
• Non-traditional hours (Nights, Weekends & Holidays as necessary)
• Practice safe work habits, follow all safety policies and procedures and regulations, complete company-wide safety training and any additional job specific safety training
• Performs other duties as necessary or required by management - including but not limited to documenting call information, updating customer information, producing call reports, selling admission tickets and upselling of products
• Complete other duties assigned by management
  
  SUPERVISORY RESPONSIBILITIES
• n/a

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty with energy and enthusiasm. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions:

EDUCATION AND/OR EXPERIENCE

• Must be at least 18 years old
• High school diploma or equivalent - some college preferred
• Minimum of one year as a host in operations or related field (i.e., attractions, entertainment, or hospitality environment) - preferred
• Experience working in high-volume service venue
• Skilled in Microsoft Office Suite of applications (i.e., Excel; PowerPoint; Word)
• Prior experience using Point-of-Sale Systems

SKILLS AND ABILITIES

• Ability to illustrate strong attention to detail and seamless organization with elevated time management skills
• Entrepreneurial spirit, energetic and outgoing personality with a creative, and a proactive approach to work
• High level of demonstrated professionalism and customer service
• Fluency (verbal and written) in the English language - a must
• Conversant in multiple languages - a plus
• Ability to learn, retain, and recite historical and technical information
• Ability to interact with co-workers in order to assure compliance with company service standards
• Flexibility to work extended hours due to business need
• Ability to work extended hours, nights, weekends, and holidays
• Sufficient mobility to perform assigned tasks, to include constant reaching and bending for extended periods of time
• Ability to lift up to 50 pounds comfortably
  
  COMPENSATION

$22.00/hour + 401(k) plan.

WORKING CONDITIONS

Location: On Site (One World Observatory, New York City)

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

NOTE: The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

Legends & ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.

Qualifications

Skills

Required

• Team Work: Expert
• Communication: Expert
• Customer Service: Advanced
• Microsoft Office(Excel, PPT, Word, Outlook): Expert

Behaviors

Required

• Enthusiastic: Shows intense and eager enjoyment and interest
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Motivations

Preferred

• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
• Self-Starter: Inspired to perform without outside help

Licenses & Certifications

Preferred

• Cust Svc & Sales

Experience

Required

• 1 year: Prior experience in like, or similar, role

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.