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7 Jun 2024

Guest Experience Smile Maker

🇺🇸 Atlanta, GA, USA
Full Time
3+ years exp.

Who are we:
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.

Who are you:
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.

Job Summary:
As a Guest Experience Smile Maker, you will greet, direct, assist our guests, and build relationships with guests and team members alike in a variety of positions: concourse host, parking host, & seating host, just to name a few. Following our service culture of S.M.I.L.E – Southern Hospitality, Make a Moment, Individuals Matter, Listen & Learn, and Empowerment, you play a critical role in the enjoyment of our guests. Our arena staff is the single most important factor of overall event satisfaction.

Duties and Responsibilities

  • Greeting with a smile, direct and assist guests
  • Anticipate guest needs and concerns; be proactive in recognizing ways to make a moment
  • Direct guests to seating sections as well as other attractions and amenities within State Farm Arena
  • Handle guest issues according to arena guidelines and code of conduct; writing incident reports in accordance with policy
  • Consistently perform at an elevated level of service and use competent judgment.
  • Provide guest service recovery and/or surprise and delight guests with memorable moments
  • Give eye contact, smiles, and warmly greet guests. Say PLEASE and THANK YOU to guests at every interaction
  • Interact with a diverse group of guests in a friendly and positive manner creating an environment of inclusion
  • Give feedback based on your interactions with guests
  • Take ownership of a guest’s issue and follow it until completion
  • Get to know what guests love and hate, and tailor service to their needs
  • Share point of view when they see something that could be improved for guests or team members
  • Other duties as required to elevate levels of service

Education and Experience:

  • 3+ years 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!

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