Guest Services Representative

POSITION:                   Guest Services Representative

DEPARTMENT:           Security         

REPORTS TO:              Guest Services Supervisor

FLSA STATUS:             Part-time, Hourly, Non-Exempt

Summary

ASM Global, the leader in privately managed public assembly facilities, has an excellent and immediate opening for Guest Services Representative. The Guest Services Representative is a customer service representative and will provide functions primarily geared toward assisting guests in receiving wonderful customer experience. This can include greeting and guiding guests to the requested locations, staffing the Guest Services Desk, manning the Albuquerque Convention Center Parking Garage Attendant Booth, and/or Parking or Gate Entrances at the Jennifer Riordan Spark Kindness Sports Complex. Guest Services Representative shall maintain an excellent public image for the Center and Sports Complex, and shall interact with employees, patrons, and vendors.

Essential Duties and Responsibilities (Essential functions may include, but are not limited to the functions listed below)

• Provide excellent Customer Service.
• Lock and unlock facility doors as directed.
• Regulate the flow of employees and the public on facility premises to ensure safety.
• Courteously answer questions and provide directions to Convention Center guests.
• Provide general assistance to the public; receive and document all lost and found articles; respond to and resolve inquiries, either in person or over the phone.
• Collect parking fees, charging customers accordingly.
• Provide information and assistance to the public regarding parking information and options; respond to complaints or direct complaints to appropriate staff.
• Monitor the occupancy of the parking structure and provide alternate parking locations if necessary.
• Maintain and clean surrounding work area.
• May conduct periodic fire and safety hazard inspections of facilities.
• Respond to emergencies, incidents, accidents and requests for service as required.
• Maintain records, logs, databases, filing systems, and other necessary records/forms.
• Communicate verbally clearly and concisely in English.
• Perform related duties and responsibilities as required.

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS

High school diploma or GED.

ADDITIONAL REQUIREMENTS: 
 

• Must have the ability to work harmoniously in a team-setting exhibiting excellent customer service to fellow workers, guests, clients and the community.
• Personal and professional initiative, enthusiasm, and dedication to excellence in wide-ranging services to the center’s clients.
• Basic computer skills (i.e.: Microsoft Word, Outlook, etc.).
• Requires ability to work flexible hours, and potential to cover for other shifts in addition to normal working hours.

Preferred Knowledge

• Principles and practices of customer service.
• Principles and practices of fire safety and evacuation procedures.
• Verbal De-Escalation Concepts.
• Methods and techniques of two-way radio communication.
• Office procedures, methods and computer equipment.
• Principles and procedures of record keeping and basic report preparation.
• Safe work practices.

Preferred Skills and Ability

• Exceptional Customer Service habits.
• Ability to prepare clear and concise reports.
• Operate two-way radio.
• Perform the essential functions of the job with or without reasonable accommodation.
• Establish and maintain effective working relationships with those contacted in the course of work.

WORKING CONDITIONS

Environmental:
Work may be performed indoors or out, in inclement weather. Exposure to loud environments and to potentially hostile individuals.

Physical:
Essential and supplemental functions may require maintaining physical conditions necessary for sitting, standing, climbing stairs or walking for prolonged periods of time; kneeling, and light carrying.

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.