Guest Experience Captain

Guest Experience Captain

A professional basketball team and state-of-the-art arena/entertainment venue that specializes in creating memorable experiences for each guest we interact with. Some of our favorite things are live sports, concerts, comedy shows, family shows, and most any other world-class event you can think of, and we're looking for someone who shares the same interests. We live for the fast-paced world of sports & live entertainment, and as such, we work hard, run fast, execute flawlessly, and party it up when it all comes together. Lastly, we strive to deliver wonderful experiences that create lasting memories, and we prefer to surround ourselves with those who are the best at what they do.

An enthusiastic lover of sports, live entertainment, and people. You have true passion for engaging in meaningful interactions and creating memorable experiences for all guests. You strive to be helpful, engaging, and knowledgeable of all things Atlanta Hawks and State Farm Arena. You enjoy being a part of an exciting and dynamic group, and you're committed to continuously enhancing the productivity and effectiveness of your team. Lastly, you enjoy working hard and celebrating hard, and you'd be shocked if guests weren't positively impacted by their interactions with you.

Reporting to the Guest Experience leadership team, the Guest Experience Captain will train, coach, and evaluate Guest Experience SMILE Makers (Seating hosts, Concourse greeters, Entrance hosts, etc.) during State Farm Arena events. Captains will support their respective Coach and be responsible for the overall performance of their teams, as they collectively provide best-in-class customer experiences. This is a part-time, hourly position with predominantly evening hours.

Duties and Responsibilities:

• Be a leader by embracing, teaching, and living the tenets of SMILE (Southern Hospitality, Make a Moment, Individuals Matter, Listen & Learn, Empowerment), our current service philosophy.
• Be actively involved in the onboarding of all new Smile Makers, assisting in the successful acclimation to our culture.
• Actively teach and lead Smile-in-Motion throughout all games/events.
• Train and develop Smile Makers with the essential skills in building a positive team culture.
• Train Smile Makers with job-specific skills that aid in creating memorable moments for all guests.
• Provide continuous feedback, coaching, and performance evaluations that create opportunities for Smile Maker development and ultimately exceptional guest experiences.
• Provide coaching for disciplinary issues and ensure compliance with State Farm Arena company/department policies.
• Actively monitor team member interactions with State Farm Arena guests and partner groups during games/events to ensure the highest level of satisfaction and collaboration.
• Effectively escalate employee issues to Guest Experiences coaches and leaders.

Guest Experience:

• Play a leadership role in delivering best-in-class guest service, as measured by NBA and post- event surveys.
• Submit incident reports and frequent summary reports, including team member performance, guest issues, and building repairs via mobile app tool (24/7).
• Oversee resolution of ticketing issues, including but not limited to seat relocation, mobile ticket challenges, and access control hardware.
• Make decisions on how to best accommodate guests with unique and special needs.
• Partner with the Make-a-Moment team to develop creative ways to surprise & delight guests and Smile Makers you lead.
• Serve as escalation point for guest complaints/issues and prescribe the necessary recovery.

Education and Experience:

• 3+ years of previous customer service experience preferred
• Must be able to pass a background check

Physical Requirements:

• Ability to stand 4-6 hours at a time
• Walk up and downstairs with or without accommodation

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

If this opportunity looks exciting to you, please complete the application process. Go Hawks!