Guest Services Elevator Ambassador

Job Description

Job Description

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.

The primary responsibility of this position is to welcome guests with a smile, create a heightened level of hospitality through superior customer service, and enforce building policies. This position proactively interacts with guests, seeks to answer basic guest services questions as guests enter/exit an elevator. The essence of the Elevator Ambassador position is to elevate guest experience upon guest access and transportation between building floors.

Essential Functions: include the following, other duties may be assigned.

Elevator Operator Duties:

• Greets guests and directs them to their designated seating area 
• Pushes buttons to control movement of elevator
• Informs patrons of elevator beverage policies
• Reads tickets and passes in order to give directions to correct level
• Announces every floor upon arrival
• Makes each guest feel important and special
• Ensures televisions are on appropriate programming
• Operates the elevator independently with use of elevator key
• Demonstrates knowledge of level access restrictions
• Demonstrates knowledge of employee and credential access
• Demonstrates knowledge of building layout and landmarks
• Escorts guests in elevator to nearest stairwell during emergency evacuations
• Handles and directs wheelchairs in an enclosed space with other guests
• Other duties as assigned.

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
• Deals with guest problems and complaints up to the level where intervention by a supervisor is required
• Monitors crowd behavior and takes steps to ensure that each guest enjoys the event without disruption from others
• Follows policies and procedures as set forth by the Guest Services Management Team
• Enforces health & safety building protocols and policies
• Enforces TABC policies and procedures
• Ensures that prohibited items are handled properly
• Collects lost and found items and turns them in according to Guest Services procedures
• 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

Education / Qualifications:

• Applicant must be available to work nights, weekends and holidays.
• Preferred six months of customer service experience
• 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

Physical Demands / Work Environment:

• 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 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
• Employees must be able to work on evenings, weekends and holidays as required
• There are no set breaks; breaks are discretionary 
• Requires ability to perform all essential functions indoors/outdoors exposed to the elements (heat, cold, humidity, rain, snow, and wind).

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.