Guest Services Ticket Taker

Summary

Assist guests at Nationwide Arena during sporting and entertainment events, conferences and other events, while maintaining high quality customer service standards including but not limited to greeting and ticket taking.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Check tickets to validate seating section; assist guests in finding their appropriate seats.

Assist patrons with locating specific areas in the arena which include, but are not limited to, restrooms, first-aid stations, elevators, concessions and merchandise areas.

Greet guests upon their arrival to the arena and say farewell as they depart.

Examine tickets for authenticity, then scan or collect tickets from patrons for entry. Be comfortable with operating equipment devices for scanning and validating event tickets.

Aid individuals with special needs or disabilities, such as helping those in wheelchairs. When necessary, provide wheelchair escort.

Assist with entrance line flow for all events.

Monitor guests throughout events at Nationwide Arena. Contact a supervisor and/or security for assistance if at any time a guest is observed acting inappropriately, suspiciously or using inappropriate language.

Report to supervisor, and document any incident reports as necessary, all incidents including but not limited to injuries or other health-related issues, lost or damaged property and alcohol-related incidents. 

Assist with emergency procedures including evacuations.

Listen to and help resolve guests’ issues or concerns during an event.

Report maintenance and housekeeping needs to supervisor.

Distribute event programs or marketing materials to guests upon ingress or egress.

Attend pre-event briefings to obtain the event-specific details.
 

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values

Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.

Attendance Punctuality – Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time

Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Qualifications

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

Education and/or Experience

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Physical Demands 

While performing the duties of this Job, the employee is regularly required to stand, see and communicate. The employee is frequently required to walk. The employee is occasionally required to climb or balance. The employee must occasionally lift and/or move up to 25 pounds. 

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.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is occasionally exposed to vibration, pyrotechnics and concussion. The noise level in the work environment is usually loud.