Guest Services Representative

Position

• Guest Services Representative
• DEPARTMENT: Guest Services
• REPORTS TO: Security & Guest Services Manager
• FLSA STATUS: Part-Time, Non-Exempt

Summary

The Guest Services Representative serves as a customer service professional dedicated to ensuring guests have a positive and memorable experience. Responsibilities include greeting and directing guests to their desired locations, scanning tickets, escorting guests to their seats, and staffing the Guest Relations Desk. This role also involves upholding a positive public image for the Mayo Civic Center through professional interactions with employees, patrons, and vendors.

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

• Greeting guests enthusiastically, provide event information, and assist with directions.
• Enforce facility policies (e.g., no smoking, no outside food & beverage, restricted access, no re-entry) and proactively address guest questions, concerns, or complaints, escalating when needed.
• Respond to emergencies, involving Security or Supervisors as appropriate.
• Lock/unlock facility doors and regulate the flow of employees and guests to maintain safety.
• Manage the flow of employees and visitors throughout the facility to maintain safety, while overseeing access to restricted gates and areas, recording entries and purposes as required.
• Handle lost and found items, maintain records, and keep the work area clean.
• Provide clear directions and information about venue facilities, event specifics, and nearby local businesses and attractions
• Communicate verbally clearly and concisely in English.

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.

Working Conditions

• Ability to stand for long periods of time required
• Must be able to climb stairs in restricted lighting
• Ability to move quickly from one area to another in a safe manner
• Flexible hours including weekends, holidays, and evenings
• Work hours are casual labor, seasonal and non-guaranteed

Knowledge, Skills, and Abilities

• Strong communication and professional guest interaction skills.
• Understanding of customer service principles and best practices.
• Familiarity with fire safety, emergency evacuation procedures, and verbal de-escalation techniques.
• Knowledge of two-way radio use and radio communication protocols.
• Basic office procedures, computer use, and recordkeeping skills.
• Ability to prepare clear, concise reports and maintain accurate records.
• Exceptional customer service mindset and problem-solving abilities.
• High school diploma or GED preferred.
• Prior experience in a customer service role (minimum one year preferred).
• Physical ability to stand, walk, and climb stairs for shifts lasting 4–6 hours.
• Willingness to work in varying weather conditions.