American Airlines Center

  • Guest Services Weekend Team - Part-time

    Job Locations US-TX-Dallas
    Posted Date 2 weeks ago(1/8/2019 1:55 PM)
    Job ID
    2019-1309
    # of Openings
    1
  • Position Overview

    American Airlines Center is one of the nation’s top arenas. Since openings its doors in 2001, American Airlines Center has been setting the precedent for sporting and live entertainment events. Bringing in a variety of big name shows and housing both the Dallas Mavericks and the Dallas Stars. American Airlines Center serves more than 2 million guests during 200+ live events each year. We aim to provide genuine, memorable and innovative experiences to every single one of our guests and demand excellence and creativity in everything we do.


    At American Airlines Center, we value our employees and what they bring to the company, but more importantly to the guest experience. We are seeking energetic and customer service oriented Special Weekend Action Team members to work weekends only: Friday, Saturday and Sundays. The primary responsibility of this position is to serve as a utility person in several different event related capacities. The position may be called upon to work as Usher/Ticket Taker, Event Security, 24/7 Security, Concierge or Greeter/Elevator Operator. In all positions, you will welcome guests with a smile, create a heightened level of hospitality through superior customer service, and enforce building policies.

    Responsibilities

    Guest Services Team Member Responsibilities:

    • Embodies the company core values of Integrity, Passion, Teamwork and Excellence
    • Provides excellent customer service to guests and team members 
    • Greets guests in a friendly manner and offers directions
    • Follows prescribed protocols for the safe egress of guests during all emergency evacuation situations
    • Provides guests with accurate event and arena information
    • Monitors crowd behavior and takes steps to ensure that each guest enjoys the event without disruption from others
    • Maintains complete knowledge of and complies with all departmental policies, standards, and procedures
    • Enforces building and TABC policies when necessary
    • Collects lost and found items and turns them in according to Guest Services procedures, ensures that prohibited items are handled properly
    • Attends and participates in pre-event briefings
    • Distributes programs and promotional materials to patrons
    • Schedules their own availability on the electronic scheduling system
    • Presents a neat and professional appearance
    • Performs other duties when re-deployed or called upon to work in other areas without notice

    Greeter/Elevator Operator Duties:

    • Provides guests with an exceptional arrival and departure experience that makes them feel welcome and directs them to their designated seating area
    • Maintains knowledge of event details, building layout and the surrounding area
    • Resolves guest problems/complaints within the scope of authority, otherwise contacts a Supervisor, if needed
    • Operates elevator: pushes buttons to control movement, informs patrons of elevator beverage policies, reads tickets and passes in order to give directions to correct level, announces every floor upon arrival, ensures televisions are on appropriate programming, operates the elevator independently with use of elevator key

    24/7 Security Officer Duties (4pm-12am Shift only):

    • Performs proper screening and search procedures at entrances and exits using metal detectors, bag checks, and wanding
    • Provides security escorts per events requirements
    • Monitors security camera screens and reports suspicious activities to Supervisor, OIC, or Management
    • Monitors and maintains door access, life safety, and fire control systems
    • Drives golf cart to patrol loading dock and conducts perimeter checks around the building and in parking garage for security breaches
    • Observes safety and security procedures and reports unsafe conditions

    Event Security Officer Duties:

    • Enforces and upholds integrity of the facility and event, including clubs, merchandise shops and all alcohol beverage locations
    • Secures designated areas to ensure only authorized employees, guests, or credentialed visitors enter
    • Performs security search procedures at entrances and exits including metal detection screening (magnetometers and hand held wands) and bag checks
    • Ensures that prohibited items or inappropriate behavior are not allowed in the Center
    • Monitors entry and exit access points to specific areas of the Center such as tunnels, hallways, dressing rooms, etc.
    • Provides security escorts when requested

    Usher/Ticket Taker Duties:

    • Checks tickets, passes, or credentials to ensure guests are in the proper seats or seating area
    • Maintains knowledge of section layout, ADA sections, elevator operation, and nearest emergency exits
    • Executes Stop-in-Play for both hockey and basketball
    • Resolves ticketing and seating issues quickly and efficiently with assistance of Lead if needed
    • Inspects and ensures that the ticket scanner and printer equipment is functioning properly; examines and scans or collects ticket, credential, or pass to verify authenticity
    • Maintains knowledge of types of tickets and season ticket holder cards - suite, regular, MVP, barcodes, electronic QR codes, etc.
    • Breaks or assists other positions including Ushers, Elevator Operators, GSR, and Greeters
    • Alternates between Ticket Taker, Usher, and other positions throughout event as needed

    Concierge:

    • Sets up Luxury Suite and Platinum Seats with game/event materials (programs, promotional items, etc.)
    • Regulates crowd control and safety of AAC spectators by assisting with ticket checks, monitoring guests and alcohol intake
    • Answers any questions Platinum and all Suite Levels guests may have

    Education / Qualifications

    • Applicant must be available to work evenings, weekends and holidays
    • High School Diploma or General Education Degree (GED)
    • Six months of customer service experience is preferred
    • Possess excellent verbal and written communication skills
    • Must be able to use a computer for scheduling purposes
    • Must be able to operate equipment such as scanners, printer, radios, and flashlights
    • Must be at least 18 years old

    Physical Demands / Work Environment:

    • Requires extensive mobility to walk and to stand for up to 6 hours without a set break
    • Requires extensive mobility to walk up and down aisles and stairs for up to 6 hours per event, and to move quickly between floors
    • Position requires the ability to stand in an enclosed space for up to 6 hours – with minimum relief
    • Position requires the ability to sit, stand, walk, talk, and hear
    • Ability to see in order to identify ticket validity, seat locations, and potential safety or security situations
    • Ability to speak clearly with customers and with other employees
    • Ability to stand and walk around outside for 2-3 hours in all types of weather to greet guests as they enter or exit the building
    • Ability to use hands and fingers to handle/ feel tickets, use elevator keys, operate scanners, radios, and printers, push elevator buttons, and hold signs and flashlights
    • Requires the ability to lift and/or move up to 10-20 pounds
    • Noise level in work areas is usually moderate, however, during events; the noise level may be loud
    • Requires ability to perform all essential functions not only indoors, but also outdoors, exposed to the elements (heat, cold, humidity, rain, snow, and wind)
    • Requires the ability to use shuttle bus to off-site parking, with 3 step ups of 9-9.5 inches
    • Employees must be able to work on evenings, weekends and holidays as required
    • There are no set breaks; breaks are discretionary
    • Environment outside the building is dependent upon the weather and may include hot, cold, or wet conditions. Appropriate outerwear will be provided by the company.

    AMERICANS WITH DISABILITIES ACT - JOB ACCOMMODATION REQUESTS
    Any individual who requests a job accommodation due to a physical or mental impairment will require a dialogue with Human Resources to determine if the individual can perform the essential duties of the job, with or without a reasonable accommodation. Medical documentation will be required to support any request for medical restrictions that impact job duties.

     

    We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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