Guest Services Usher/Ticket Taker

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 collect and/or scan event tickets upon entry and to usher guests with fan friendly courtesy to their seats or designated seating area. This position is cross-trained to learn the duties of both Usher and Ticket Taker. This position is required to perform as either a Ticket Taker or Usher or both on any given shift.  

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

Usher Duties:

• Checks tickets, passes, or credentials to ensure guests are in the proper seats or seating area
• Shares knowledge of section layout, ADA sections, elevator operation, and nearest emergency exits
• Executes Stop-in-Play for both hockey and basketball
• Keeps vomitory curtains closed and clear of standing patrons
• Walks up and down the section aisle to assist guests whenever necessary
• Executes promotions before, during, or after the event such as handing out coupons
• Checks for safety hazards and/or area defects in seating areas
• Maintains open and smooth access routes throughout seating area
• Resolves ticketing and seating issues quickly and efficiently with assistance of Lead if needed
• Secures stairwells to prevent unauthorized entry  
• Provides breaks or assists other positions including Ticket Takers, Elevator Operators, GSR, and Greeters  
• Alternates between Ticket Taker, Usher, and other positions throughout event 

Ticket Taker Duties:

• 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
• Counts, records, and reports number of tickets collected when necessary
• Shares knowledge of types of tickets and season ticket holder cards - suite, regular, MVP, barcodes, electronic QR codes, etc.
• Scans tickets out or stamps tickets at smoking door and enforces alcohol policies such as not allowing drinks outside
• Works with security to provide information and instructions as guests enter building
• Addresses the patrons entering and leaving the facility about policies, box office location, event information, etc.
• Provides breaks or assists other positions including Ushers, Elevator Operators, GSR, and Greeters
• Alternates between Ticket Taker, Usher, and other positions throughout event 
• Returns uniform jerseys before being re-deployed to other positions

Guest Services Team Member Responsibilities:

• Embodies the company core values of Integrity, Passion, Teamwork and Excellence
• Provides guests, clients, and team members with the best experience possible while providing excellent customer service and enforcing building policies.
• Is customer-service oriented, with a fan-friendly attitude, and always gives a memorable experience
• Follows prescribed protocols for the safe egress of guests during all emergency evacuation situations
• Provides guests with accurate event and arena information
• Receives and acts on complaints from patrons utilizing training, service recovery options, and established procedures
• Deals with guest problems and complaints up to the level where intervention by a supervisor is required
• Monitors guest behavior and takes steps to ensure that each guest enjoys the event without disruption from others
• Follows instructions from Leads, Supervisors, and Management with a positive and cooperative attitude
• Follows policies and procedures as set forth by the Guest Services Department
• Enforces health and 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
• Follows re-deployment orders when called upon to work in other areas without notice
• Ensures their own availability and scheduling on the online electronic scheduling system
• Demonstrates on time attendance and works scheduled events
• Must present neat and professional appearance

Education / Qualifications:

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

Physical Demands / Work Environment:

• Must adhere to all company safety and building protocols (mask mandate, social distancing, hand washing, etc.)
• 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 on all levels of the building- from 5 to 8.5 inches per row-  for up to 6 hours per event, and to move quickly between floors
• Requires the ability to use hands and fingers to handle/ feel tickets, operate scanners and printers, and hold signs
• Requires the ability to walk, talk, and hear
• Requires the ability to lift and/or move up to 10-20 pounds
• Ability to use Guest Services related equipment such as scanners, printers, radios, and flashlights
• 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 
• This position has direct interface with guests, employees, contractors, etc.
• 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.