GUEST SERVICES TEAM MEMBER - Ontario Sports Empire
OSE SFM, LLC
LOCATION: Ontario, California
DEPARTMENT: GUEST SERVICES
REPORTS TO: OPERATIONS DIRECTOR
STATUS: PART-TIME (NON-EXEMPT)
ABOUT THE COMPANY:
Ontario Sports Empire is a premier sport, recreation and entertainment destination focused on improving the health and economic vitality of Ontario, California. You will be joining a championship level team focused on fun, fulfillment and service built to enrich the community as well as your career and personal growth.
Ontario Sports Empire is a managed facility by Sports Facilities Management, LLC, a Sports Facilities Companies (SFC) company. SFC is the nation's leading resource for managing and developing sports, recreation, wellness, and events facilities. We provide a highly collaborative and supportive culture that raises our team members to new levels of career growth. Together, we will carve a path in a hyper-growing industry where you will enjoy the journey and learn from the industry's best while having some fun.
SFC has been awarded national recognition as a Top Workplace and is considered a workplace of choice. Our mission-focused company is highly entrepreneurial, team-oriented with a culture centered on collaboration, accountability, excellence, and service. We are growing rapidly and looking for high performers at every level to grow with us.
POSITION SUMMARY:
The Guest Services Team Member provides the first point of contact for all guests. This role is expected to provide excellent customer service to all visitors and always displays a vast amount of knowledge of the facility's programs and offerings. Team Members working within Guest Services include front desk, ticket sales and the family entertainment area (arcade, laser tag, e-sports and birthday parties).
PRIMARY RESPONSIBILITIES WILL INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:
GUEST SERVICES
- Greet guests and provide information and way-finding as needed
- Provide courteous and friendly first-in-class service to all guests
- Register guests and process payments for leagues, camps, clinics, drop-in, etc.
- Be knowledgeable about facility programs (practices, events, format, pricing, meeting dates/times)
- Operate multi-line phones and the front desk computer software system
- Record waivers and event information
- Record event scores (tournaments/leagues) and print game sheets on a daily basis
- Maintain confidentiality and discretion with guest and Team Member information
- Professionally resolve guest concerns and complaints and/or direct to appropriate manager
- Maintain a clean space and perform regular walk-throughs (indoor/outdoor) to ensure venue cleanliness
- General arcade knowledge and willingness to learn and assist in the family entertainment area
- Sell tickets and distribute wristbands for events when needed
- Assist with event set-up and breakdown as needed
- Know and enforce the venue policies and procedures
- Complete special projects, daily assignments, and other duties as assigned
- Parking Attendants (as needed): Direct facility traffic, collect fees and monitor parking passes, barricade organization, facilitate disabled access, report suspicious behavior
- All other duties as assigned by management
MINIMUM QUALIFICATIONS:
- Flexible work schedule (e.g., nights, weekends, holidays and long hours)
- Excellent communication skills, both verbal and written
- Ability to maintain focus in a high-volume, fast-paced environment
- Must have excellent guest service skills
- Must be detail-oriented and have outstanding organizational skills
- Ability to multi-task, prioritize, and remain calm and focused in difficult and stressful situations
- Must be respectful and friendly to our athletes, guests, visitors, spectators, leaders and fellow team members
- Must work well with others
- Must take personal initiative for the betterment of the team and venue
- Commitment to the safety and well-being of others
- Customer service and cash handling experience preferred or quick study
WORKING CONDITIONS AND PHYSICAL DEMANDS:
- Must be able to lift 25 pounds waist high
- May be required to sit or stand for extended periods of time whether indoors or outdoors, and squat, stoop or bend
- Will be required to operate a computer
- Facility has intermittent noise