Guest Services Escalator 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.

Position Overview:

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 is responsible for monitoring and directing the crowd as they board, ride and exit the escalator and ensure the safety of guests. 

 

Essential Functions: include the following

• Communicate: Announce the levels and/or sections which the escalator services. If escalator is out of service, communicate with guests the closest way to get to assigned seats.
• Regulate the Crowd Flow: Guests may board the escalator at the rate of (1) guest per step. Pace the crowd by briefly stopping the line and allowing some additional spaces between guests and to relieve congestion on the escalator. Monitor egress to ensure there are no impediments to crowd flow.
• Safety/Emergency Stops: Ensure the safe use of the escalator. Press the Emergency Stop button only when necessary (for example, when a person falls and there is a pile-up of people on the escalator).
• Limiting Shut Downs & Reducing Down Time: Monitor the crowd to deter inappropriate behavior that is unsafe and may lead to an escalator shut-down. Help clear the escalator safely and quickly and keep the area clear so that the escalator may be restarted as soon as possible.
• Responsible for escalator direction changes. Use key to turn escalator direction or ask for assistance when necessary.
• Blockade the Escalator: If the escalator stops running or is taken out of service, a staff member will block the entry/exit to the escalator with their body and redirect the crowd to nearby stairwells and elevators. 
• NEVER PERMIT GUESTS TO USE THE ESCALATOR AS A STAIRWAY.
• Ensure guests are informed of the no-re-entry policy, direct guest needing to be exit scanned to main middle entry doors
• Communicate no alcohol leaving the premises, guest may finish or discard
• Other duties or redeployment 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 and safety building protocols
• 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 keys, ticket scanners, radios, and flashlights

 

Physical Demands / Work Environment:

• Requires stamina to work for up to 6 hours without a set break
• Position requires the ability to 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 both hard and mobile, operate scanners, radios and hold signs
• Requires the ability to lift and/or move up to 5 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
• Employees must be able to work evenings, weekends and holidays as required
• There are no set breaks; breaks are discretionary 
• Requires direct interface with guests, employees, and other visitors
• 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.