Guest Service Attendant

Title
Guest Service Attendant


Hourly Wage
$15.00


Summary/Objective
Saving the day, the Guest Service Attendant is one of the first friendly faces guests encounter as they arrive for their event at the DECC. They always present a professional and welcoming demeanor. Guest Services assist event organizers by greeting attendees, directing and answering questions. Tasks include overseeing events to ensure they are running smoothly, making sure the guest experience is exceptional, and often making radio calls when assistance is needed.

Requirements

• Must have at least one year of customer service experience.

• Must be able to provide exceptional customer service.

• Must be able to diligently follow all safety policies and procedures.

• Ability to deal with frequent change, delays, or unexpected events.

• Must be able to stand and be on your feet for lengthy periods of time.

• Must be able to speak and hear continuously, usually for hours at a time.

Preferred Requirements

• Previous experience working at large-scale events.

Essential Functions (Reasonable accommodations may be made for individuals with disabilities.)

• Remain highly visible and approachable during events to assist patrons.

• Work as a team with other Guest Service Attendants to perform duties in a professional and courteous manner.

• Assist patrons to find assigned seats, resolve any ticketing or seating issues politely and effectively.

• If needed, assist guests with finding lost items.

• Assist team and/or other departments with tasks, including light cleaning, moving chairs or signage, and other event related functions.

• Maintain safety and security standards by being aware of surroundings and allowing authorized access only. Communicate with the Duluth Police Department and/or security as needed.

• Distribute programs or event information to patrons as needed.

• Scan or check tickets at entry and exit points.

• As needed, apply wristbands to patrons appropriately and in an effeicient manner.

• Direct patrons through the building or to facilities, such as restrooms.

• Manage difficult or emotional customer situations, and respond quickly and courteously to requests for service or assistance.

• Duties, responsibilities and activities may change at any time with or without notice due to the events.

• Attend and complete all required training opportunities and meetings.

Schedule

• This position is part-time with a schedule based on DECC event needs.

• Daytime, afternoon, and/or evening shifts scheduled on various days of the week, may include some holidays.

• Schedule ranges from 0-20 hours per week, based on availability and events.

• Due to the nature of the events, a set end time will not always be available, but an estimated time will be provided.

• Availability for UMD hockey games is essential, typically scheduled October - February.

Supervisory Responsibilities
None


Work Environment & Physical Demands
The Guest Services Attendant will be in varying workspaces based on the needs of each event. The noise level in the work environment may be moderately quiet but will also be very loud at times. Earplugs are available for extremely loud events. The responsibilities and pace will vary, and the Guest Services Attendant will need to adapt quickly. The temperature will fluctuate from cold, winter-weather temperatures to extremely hot and humid summer temperatures. Events are held indoors and outdoors.


The Guest Service Attendant should be able to communicate with other DECC employees and guests frequently and continuously, for hours at a time, and may often use a radio as a communication tool. They will be regularly required to stand, walk, climb stairs, talk and hear.


Additional Eligibility Requirements

• Must be 18 years of age or older.

• Successful completion of reference checks.

• Successful completion of a background check.

• Successful completion of a drug test, if applicable.

Uniform
The Guest Service Attendants are expected to maintain professional grooming standards.
They must provide their own black shoes, black socks and black pants. The DECC will provide a shirt with the DECC logo.


Work Authorization and Security Clearance Requirements
The DECC uses USCIS Form I-9 to verify the identity and employment authorization of individuals hired for employment. On the form, an employee must attest to his or her employment authorization. The employee is required to present the DECC with acceptable documents evidencing identity and employment authorization at the time of hire. The DECC will examine the employment eligibility and identity document(s).
The list of acceptable documents can be provided by Human Resources.


At-Will Employment
This position is at will. This means if you are offered the position and accept, your employment with the DECC is for an indefinite period of time and it is subject to termination by you or the DECC, with or without cause, with or without notice, and at any time. Nothing in this job description or any other policy of the DECC shall be interpreted to be in conflict with or to eliminate or modify in any way, the at will employment status of this position.


The at will employment status of an employee of the DECC may be modified only in a written employment agreement with that employee which is signed by the Executive Director or the Chair of the DECC Board of Directors.


By your signature below, you acknowledge your understanding that your employment with the DECC is at will, and that nothing in this description is intended to constitute a contract of employment, express or implied.

EEO Statement
The DECC is an Equal Opportunity Employer. In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualification and ability. The DECC does not discriminate in employment practices on the basis of age, color, disability, national origin, race, religion, sex, sexual orientation or any other characteristic protected by law. The DECC will follow any state or local law that provides greater protection. This policy is neither exhaustive nor exclusive. The DECC is committed to taking all other actions necessary to ensure equal employment opportunity for persons with disabilities in accordance with the ADA and all other applicable laws.

Department
Box Office


Reports to
Box Office Manager


FLSA Classification
Non-Exempt


Type of Position
Part-Time, Event-Driven


Type of Employment
At-Will


Benefits:

• Free parking
• Employee wellbeing initiatives
• Monthly bus pass bus reimbursement program
• Public Employee Retirement Account (PERA) - Pension Plan - with employer match
• Optional Minnesota Deferred Compensation Plan
• Free Employee Assistance Program
• Paid Time Off
• More benefit details here: Benefits HERE

What is the DECC?

The Duluth Entertainment Convention Center (DECC) is a collection of ten venues hosting conventions, meetings, sports, arts, and entertainment right on the waters of Lake Superior in vibrant Canal Park. The DECC offers spectacular views of the Duluth Aerial Lift Bridge and excellent walkability.

Steps away from charming Canal Park and Downtown Duluth, guests enjoy shops, restaurants, and easy access to hotels. The Duluth Lakewalk and Bayfront Festival Park are just outside our doors.

Home to Duluth Superior Symphony Orchestra, the Minnesota Ballet, UMD Men's and Women's Bulldog Hockey, the Olympic gold-winning Duluth Curling Club, and the William A. Irvin floating museum / Duluth Haunted Ship, the DECC is the heart of regional entertainment.

Our commitment to sustainability means that all the events we host bring economic and environmental benefits to our city.

Mission:

We host events, create experiences, and drive our regional economy.

Values:

• Community
• Hospitality
• Excellence
• Fun