VIP Guest Services Representative

Position Title: VIP Guest Services Representative

Department: Guest Services

Reports to: Guest Services Supervisors

FLSA Status: Non-Exempt / Part-Time Hourly

Union Code: Union

Minimum Pay Rate: $19.51/hour

Maximum Pay Rate: $19.51/hour

Join Our Team at Barclays Center!

Congratulations on taking the first step toward embarking on an exciting new adventure at Barclays Center!

At Barclays Center, we're more than just a venue we're a dynamic community driven by a shared passion for creating unforgettable live experiences. We're dedicated to nurturing our team members and empowering them to thrive in an environment where innovation, collaboration, and a love for sports entertainment intersect.

If you're someone who lives and breathes events, fueled by an unwavering passion for creating magic in every moment, then we want you to join us in shaping the future of live entertainment. Come be a part of our vibrant community, where every day offers the chance to inspire, innovate, and make memories that last a lifetime.

Our Company Values

We understand that it is important for you to know what our values are to determine if they align with yours. Our four company values, Care, Integrity, Accountability and Growth Mindset, are reflected in everything that we do here at Barclays Center. From the interview process to employee recognition, we make certain to incorporate our four values.

Key Attributes for Success

To excel in this role, candidates must possess a genuine passion for service, strong teamwork abilities, adaptability, effective communication skills, a guest-centric approach, problem-solving capabilities, and keen attention to detail. These attributes are essential for creating unforgettable experiences and maintaining a positive atmosphere for our guests. Joining our team promises not only a fulfilling experience but also an opportunity to make a meaningful difference in the lives of our guests and contribute to the success of Barclays Center.

• Desires to exceed guest expectations and create unforgettable experiences.
• Enjoys demonstrating enthusiasm and dedication in providing exceptional service.
• Wants to make every interaction memorable and positive.

• Enjoys collaborating effectively with colleagues and partners.
• Likes building and nurturing strong relationships within the team.
• Values the importance of teamwork in achieving shared goals.

• Enjoys handling unexpected challenges with flexibility and composure.
• Wants to quickly adjust to changes in the environment to ensure guest satisfaction.
• Thrives in dynamic and fast-paced work environments.

• Desires to listen attentively and respond empathetically to guests and colleagues.
• Enjoys conveying information clearly, confidently, and with warmth.
• Wants to communicate with clarity and precision to ensure understanding.

• Values putting guests at the center of all actions and decisions.
• Likes anticipating guest needs and consistently exceeding expectations.
• Wants to create a welcoming and positive atmosphere for all guests.

• Desires to identify and resolve issues creatively and efficiently.
• Enjoys handling guest concerns with empathy and professionalism, turning challenges into opportunities.
• Likes taking initiative to address potential problems before they escalate.

• Wants to pay close attention to details that contribute to guest satisfaction.
• Enjoys ensuring every aspect of service delivery is meticulously executed to maintain high standards.
• Desires to take pride in delivering flawless experiences through meticulous attention to detail.

ESSENTIAL DUTIES & RESPONSIBILITIES: What You Will Do

• Greet guests as they enter Barclays Center with a smile.
• Maintain pleasant, friendly and professional demeanor with guests and staff at all times.
• Responsible for protecting the integrity of the premium areas by ensuring all guests have a proper ticket/credential.
• Provide accurate directions to the various clubs, suites, special hospitality locations, and all premium areas of the building.
• Maintain a positive working relationship with Levy Restaurants to ensure that all needs of our premium guests are met.
• Serve in central hubs of guest communication, (i.e. VIP Concierge Desks and VIP Entryway), responding to guest complaints, questions, and comments, administering Guest Services programs, and distributing publications.
• Work with Security to ensure that all suites are empty of guests and lost items at the conclusion of every event.
• Operate elevators in a safe manner and ensure that only guests with proper tickets are allowed access to particular levels. Ability to work extended elevator shifts of 2-4 hours (see working conditions)
• Perform a variety of duties, often changing from one task to another, without the loss of efficiency or composure.
• Use excellent customer service skills and positive attitude when interacting with guests, vendors, & employees.
• Complete all assigned tasks within the guidelines & deadlines set by Guest Services Managers and Supervisors.
• Responsible for maintaining a fun, friendly, and safe environment in assigned sections.
• Effectively and calmly interact with angry or emotional guests and employees.
• Ability to memorize, recollect, and quickly retrieve relevant information.
• Follow all operating policies and procedures at all times.
• Maintain company confidentiality.
• Other duties as assigned.

CANDIDATE PROFILE: Who You Are

• High school diploma or equivalent.
• One (1) year prior customer service experience, preferably in a sports/entertainment venue environment.
• Reliable, punctual, and regular in attendance with good communication skills.
• Must have reliable transportation to and from Barclay's Center for scheduled shifts. Parking will not be provided.
• Must be able to work in the elevators
• Must have the ability to read, write and understand English in a working environment.
• Friendly, outgoing personality.
• Ability to take direction well and work well with others.
• Must maintain a neat, well-groomed appearance that conveys professionalism at all times.
• Must be available to work at least five (5) evening events per week; including all events on Fridays, Saturdays and Sundays. (Holidays may also be included)

KEY COMPETENCIES: Skills You Possess

• Tasks are performed with moderate supervision.
• Expect to work 2-4 hours per shift in confined area working as Elevator Operator.
• Walking & standing occurs 90% of the time (4-6 hours per shift).
• Ability to lift 50 or more pounds
• Ability to push/pull up to 200 pounds.
• Employees may be assigned to work positions located outside.
• Employees may be scheduled to work until 12:00am or later.
• Employees should take precautions & follow safety guidelines.

ASM Global reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. ASM Global may require an employee to perform duties outside his/her normal description.