Guest Experience Representative

The Miami HEAT and Kaseya Center are hiring for Guest Experience Representatives
that serve as liaison between the Kaseya Center guests and The Heat Group to
ensure that Five Star Service is provided as it relates to, but not limited to
Ticketing, Catering, Housekeeping, Finance, and general Arena Operations.
Essential duties include but are not limited to:

* Greets and directs guests as needed inside and outside the facility.
* Deal with customer concerns, safety issues, and complaints in a timely
manner.
* Document guest suggestions, complaints and various issues at every Guest
Services Booth.
* Must have the ability to explore ways to improve customer service and the
overall experience.
* Assists guests outside the Box Office windows with mobile ticket issues,
questions, or concerns.
* Assists guests outside the West Plaza Ramp and help reduce large lines/crowds
at each entrance.
* Assists guests at every Guest Services booth by answering any questions and
handling any issues.
* Assists with check-in services of bags, backpacks, cameras, strollers and
other prohibited items.
* Assists guests requiring relocation to an ADA platform and other seating
within the Arena, resulting from maintenance issues or the closure of an
area/section.
* Assists in the successful administration of the organization’s designated
driver program
* Assists Season Ticket Services during HEAT games in building positive
relationships with Season Ticket Holders
* Responds quickly to requests from guests, fellow-supervisors or management in
a timely, friendly and efficient manner and follows up to ensure guest
satisfaction
* Maintains a working knowledge of the facility, current and upcoming
events/games and the surrounding area.

Must be available to work nights and weekends up to or beyond midnight. Previous
guest services experience preferred. Excellent communication skills. Bilingual
in English & Spanish a plus.

Event Staff Benefits

• Competitive Pay Rates
• Overtime Pay (I.5 times regular rate) on Company Observed Holidays
• Paid Training
• Free Parking
• Discounted Employee Meals
• 30% discount at Miami HEAT Retail Store
• Eligible for monthly Elevate All-Star Recognition Program
• Arena Talent Experience & Department  Incentives.
• End of Season Performance Bonus Program*

*must meet required criteria

All qualified applicants will receive consideration for employment without
regard to race, color, religion, sex, gender/gender identity, age, disability,
marital status, sexual orientation, pregnancy, genetic information, national
origin, citizenship status, veteran status, and any other legally protected
status entitled to protection under federal, state, or local anti-discrimination
laws. EOE & DFWP