Guest Services Ambassador

Essential Duties/Responsibilities Demonstrates understanding and full performance ability in each of the following: Demonstrate commitment to guests and quality service by communicating customer service standards that are consistent and in line with the BJCCs mission and values. Provide courteous and friendly first-in-class service to all guests. Greet guests and provide information and wayfinding as needed. Be knowledgeable regarding facility events (location, ticket pricing, dates/times, parking, etc.). Ability to professionally interact with guests via the telephone and in person in a pleasant and courteous manner. Answer questions in a clear, well-modulated voice. Maintain current knowledge of the BJCC and venue specific procedures and guest-relations information including, but not limited to general facility information, building operating procedures, general event information, shuttle/transportation assistance, lost and found assistance and return, incident report, etc. Professionally resolve guest concerns and complaints and/or direct to Guest Experience Manager. Demonstrate an understanding of the full range of principles, terms, techniques, and procedures for delivering an exceptional guest experience, to include communication and responsiveness to guests. Must be able to maintain current knowledge of emergency procedures and safety procedures for the BJCC in all matters, such as: responds appropriately to emergency situations, responds to safety hazards according to BJCC procedures (examples include, but are not limited to water on floor, objects blocking doors, electrical cords exposed or untapped in traffic routes, etc.). Effectively assist guest to locations of safety in the event of an evacuation, based on company policy and management instruction. Contribute to the team effort by accomplishing related results, and flexibility to perform other tasks as assigned. Analyze and evaluate information and results to choose the best solution for conflict resolution and problem solving. Maintain a clean space and ensure facility/venue cleanliness. Be able to interact with a wide variety of diverse demographics and effectively listen, speak, and interact with all guests in a tactful and professional manner. Must maintain a level of patience with guests during all interactions, especially complaints, lost items, and general directions. Proactively identify ways to improve the guest experience and communicate suggestions to the Guest Experience Manager. Capability and willingness to foster an engaging team environment amongst staff. Performs other duties as required.