About the role
This position will be a dual role with the primary responsibility of leading a team of Ushers and Ticket Takers to ensure a seamless and outstanding guest experience at every event. The Guest Services Specialist will implement effective service standards, policies, and training programs to foster a welcoming environment for all guests. The Guest Service Specialist will also assist the Box Office in preparing for large-scale events.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Guest Services:
· Assist in hiring, training, scheduling, and supervising part-time Usher & Ticket staff.
· Work closely with the Event Coordinators to ensure the event’s specific requirements are met.
· Provide ongoing coaching, development, and performance management to ensure high service standards
· Work closely with Events, Premium, Marketing, and Operations teams to support event logistics, premium seating and special promotions.
· Prepare sheets of information for events, policy changes, and event day reminders for all staff.
· Assist Usher staff with ticket-taking procedures and troubleshooting.
· Serve as escalation point for guest inquiries, concerns and/or complaints effectively and calmly interacting with guests and employees both during events and after.
· Develop and deliver training programs for front-of-house staff, focusing on customer service and conflict resolution.
· Continuously assess and improve front-of-house operations to elevate the guest experience.
· Assist with the check-in for special experiences such as VIP packages, volunteers, and other event needs.
· Work extended and/or irregular hours including nights, weekends and holidays as needed.
Box Office:
· Coordinates event information between the promoter and facility personnel in a timely manner.
· Support event programming for ticket builds, ensuring quality control.
· Manage ticket inventory, including dynamic pricing changes, and the strategic placement/adjustment of ticket holds.
· Process ticket requests including internal orders as well as ticketing requests from show promotors.
Aplyr's read
ASM Global excels in managing world-class venues, attracting professionals in event strategy and operations. It's a hub for those passionate about live events and hospitality.
What's promising
- •Global leader in venue management offers diverse career opportunities.
- •Strong presence in major venues ensures job stability and growth.
- •Focus on large-scale events provides dynamic work environment.
What to watch
- •High-pressure environment due to constant event schedules.
- •Roles may require irregular hours, including nights and weekends.
- •Limited public information about career progression paths.
Why ASM Global
- •Manages iconic venues like stadiums and convention centers worldwide.
- •Offers a blend of hospitality, operations, and event management roles.
- •Strong emphasis on innovation in event experiences and venue technology.
Aplyr’s read is generated by AI from public sources. Was it useful?
About ASM Global
ASM Global is a premier venue management and event strategy company, specializing in the management of arenas, stadiums, convention centers, and other event venues worldwide.
