Guest Service Representative

Job Summary

Player 15 Group is the sports and entertainment company behind the Phoenix Suns (NBA), Phoenix Mercury (WNBA), Valley Suns (G League), and Mortgage Matchup Center.

Headquartered in downtown Phoenix, Player 15 Group is driven by a culture built on passion, creativity, innovation, and care. Our people are at the center of everything we do, united by a shared commitment to create unforgettable memories for our fans, partners, and community.

We offer a fast-paced, collaborative environment where every team member contributes to the success of our teams, the experiences of our fans, and the impact we make throughout our community.

We are seeking an experienced and motivated PT Guest Services Representative to join our team. This position will be responsible for delivering a world-class guest experience by ensuring the welfare and safety of all guests and events at Mortgage Matchup Center. Providing outstanding Customer Service is a main component of this role. These individuals will serve as information specialists responding professionally and patiently to guests’ comments, questions, and requests as well as greet, welcome, and thank guests as they arrive and exit each event.

Your Role on the Team

• Deliver upon the organization’s Values and Principles.
• Smile and provide a warm welcome/thank you and facilitate all guest-related matters in a professional and courteous manner through creative problem-solving
• Consistently provide a personal, venue experience that exceeds guests’ expectations using good judgment and common sense without compromising safety and security
• Serves as an information specialist and be knowledgeable about the arena and each event to appropriately respond to guest questions
• Inspect assigned work area prior to and during event, recognize potential hazards and observe appropriate precautions with guests including response and assistance in medical and emergency situations
• Verify credentials and scan tickets allowing access or redirecting guests to the proper locations
• Notify supervisor and/or security of all facility issues and housekeeping needs
• Enforce policies during an event to assure the safety and security of all guests
• Operate and monitor escalators and elevators to ensure the safety of guests
• Write clear and concise incident reports
• Monitor, patrol and respond to alarms/emergency situations inside/outside the Arena
• Operate radio equipment, tablets and handheld ticketing and communication devices
• Ability to be flexible with various post/work location based on business needs

Your Skills And Experience

• Retain an extensive knowledge of the organization and Arena (or other facilities as needed), event operations, seating sections, key venue personnel identity, policies, and emergency activity procedures
• Ability to project a friendly, approachable, and professional attitude and present a neat, well-groomed appearance always
• Ability to effectively communicate with and listen to diverse populations, including strong verbal communication and written skills
• Ability to clearly, effectively, and professionally interact with staff, supervisors, and the public. Will collaborate effectively with others to produce results.
• Ability to read and scan tickets and ensure authenticity
• Ability to react appropriately in emergencies and high stress situations
• Maintain order and ensure adherence to all safety and security policies
• Must have a basic knowledge of technology, including operating and troubleshooting radios, tablets, and handheld ticketing devices
• Ability to utilize service recovery methods confidently and independently
• Ability to react appropriately in emergencies and high stress situations
• Maintain order and ensure adherence to all safety and security policies

The Team & Experience

We believe great organizations are built by great people. That’s why we foster an in-person collaborative, people-first work environment where team members feel supported, empowered, and connected. We value individuals who bring an ownership mindset, lead with initiative, and embrace an “I’ll do it” mentality in support of the team and our fans.

From career growth opportunities to everyday experiences around the office, we work hard to create an environment where people genuinely enjoy coming to work.

Benefits

At Player 15 Group, our people-first culture is reflected in benefits and perks that may vary based on employment status and eligibility, including the following:

• Competitive medical, dental, vision, life and disability coverage options
• Paid vacation, sick time, volunteer time and company holidays
• 401(k) plan with Player 15 Group match
• Team member experiences throughout the year including team offsites, catered lunches, coffee stands, ice cream trucks and more
• Team swag throughout the year plus employee discounts at our Team Shop and online store
• Complimentary tickets to Phoenix Suns, Phoenix Mercury, and Valley Suns games, plus other local sporting events and concerts, as available
• Access to amenities, including:
• Full fitness center with locker rooms and showers
• Indoor/outdoor basketball courts
• Pickleball court
• Golf simulator and putting green
• On-site cafeteria and collaborative gathering spaces

Player 15 Group is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Please note this job description is not crafted to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Questions? Reach out to the Talent Acquisition team at ***email_hidden***