Guest Relations Operator, Part-Time

Job Summary

Specific Functions/Activities Summary

• Satisfactorily handle a determined percentage of inbound calls, while maintaining a superior level of customer service.


• Field administrative calls in a courteous and efficient manner to enhance company performance.


• Track, identify, research, and resolve customer issues using the CRM database.


• Must be polite and courteous while answering the phone.Provide outbound calls when follow up with customer service issue is necessary.


• Transition escalated calls/issues with Guest Relations Coordinators.


• Assist in coverage of reception areas including welcoming guests, directing outside services and booking conference rooms, as needed.


• Direct all calls that require further assistance to the appropriate individual or department.


• Recommend process improvements.


• Participate in annual department training, including customer service and Ticketmaster training.


• Participates in special projects and performs other duties as assigned.

Management Skills

• Knowledge and ability to give the highest level of customer service and business courtesy.


• Ability to effectively communicate with various internal stakeholders/divisions and the public.


• Ability to work collaboratively and as an effective member of the Operator team and comply with department goals and expectations provided by management.


• Ability to communicate effectively and professionally with clients and other employees at all levels.


• Must be keen and attentive to details.


• Work collaboratively with Guest Relations Coordinators to smoothly transition escalated concerns in an effort to resolve guest issues in a positive manner.


• Deliver proficiency with each telephone call to guarantee positive customer service assessment.


• Patience and flexibility is required.


• Available to work a flexible schedule to include weekends and holidays as needed at all Madison Square Garden operated venues. Must meet scheduling requirements established by department.

Technical/Functional Competencies

• Handle phone operating system and computer knowledge; must be able to provide step-by-step directions to help clients navigate our company websites and that of Ticketmaster.


• Computer literate with the ability to learn customer service software applications (CRM) and Ticketmaster Operating System.


• Extensive ability to deal with clients; manage to find positive outcomes to customer concerns.

Key Experiences/Achievements

• One year previous Operator/Receptionist experience is a plus.


• Cooperative personality and flexibility to adapt to changing assignments and multiple responsibilities.


• Full knowledge of all of our business properties.


• High school diploma or GED preferred.