Representative - Guest Services

Company Overview

Foley Entertainment Group (FEG) owns the NHL’s Vegas Golden Knights, the AHL’s Henderson Silver Knights, the IFL’s Vegas Knight Hawks, the Dollar Loan Center arena and several other entertainment and hospitality-focused entities.

Position Summary

There are 5 positions under the Guest Service Team- Usher, Ticket Taker, Elevator Operators, ADA Team, and Way finders/ T Shirt Security. All positions are responsible for maintaining the integrity of the brand during all events at the Dollar Loan Center. The Guest Services Team oversees the enjoyment of each guest, making sure each guest has a safe and memorable time. Guest Service positions include anything from greeting guests to checking bags and anything in between.  This position reports to the Supervisor and Manager of Guest Services.

Job Responsibilities

• Usher: Assist guests in making their way through the venue and to ensure a safe and orderly experience for all visitors. Strong background in customer service. Strong sense of direction. Escort guests to their seats and answer any questions they might have about the event. Collect admission tickets from guests upon arrival and distribute paperwork or information pertaining to the scheduled events. Examine tickets or passes to determine authenticity by validating the names and dates listed. Escort visitors to their designated seats and inform them of the nearest exits and restrooms. Ensure a safe environment by maintaining clear aisles and reporting suspicious behavior to security. Provide special assistance to guests with needs such as individuals with wheelchairs or other disabilities. Collect disregarded for forgotten items after the event and store in lost and found for guests to retrieve. Illuminate walkways once an event has started and assist guests with entering and exiting in darkened spaces. Greet arriving guests and answer any questions they have regarding showtimes, events or parking. Other duties as assigned.

• Ticket Taker: Scan all guests tickets before they enter the Arena. Make sure all guests have the proper ticket to attend the event. Greet guests as they enter. Provide guests with directions and information. Distribute promotional items. Check tickets for guests attempting to enter the building or access seating sections. Effectively and calmly interact with angry or emotional guests. Ensure gusts exit venue safely. Assist guests during emergency. Handle all equipment with care. Complete all assigned tasks within the guidelines and deadlines set by Guest Services management. Other duties as assigned.

• Elevator Operator- Greet and welcome guests to the Dollar Loan Center while maintaining the integrity of all level’s services by the assigned elevator. Assists with ADA and high-profile guests and patrons when entering and exiting the elevator. Informatively answers gusts questions concerning Dollar Loan Center amenities and operations. Monitor radio communication for and rapidly respond to emergencies. Ensures only staff or guests with proper credentials gain access to restricted levels. Other duties as assigned.

• Way finders/ T-Shirt Security- Assist guests with directions and best ingress and egress lines. Maintains lines are orderly and set up for the safest and efficient ingress/egress. Check guests’ bags before they enter the Security lines. Resolve guest complaints or problems. Report back to Supervisor. Resolve guest complaints or problems. Report back to Supervisor. Ensure guests are safely enjoying the show. Walk all levels and make sure all guests are enjoying themselves safely. Other duties as assigned.
• ADA Team- Assist with keeping the venue safe, clean and presentable to the guest. Train and understand aspects of ADA. Aid with guests with special needs, such as helping with seat accommodations or assistance to their purchased seats. Wheelchair escorts- aid guests that need to get around the Arena or to their seat in a safe and timely pace. Work with other linemates to communicate where an ADA Team member is needed in the Arena. Provide top tier customer service and make sure each guest is taken care of. Work with Supervisor to best accommodate all guests with any needs. Other duties as assigned.