Guest Services Representative

Department: Guest Services

Reports to: Director, Guest Services

Classification: Part-Time/Non-Exempt (Seasonal)

Please note, as a condition of employment, COVID-19 vaccination (at least the initiation of the process) is required prior to start date. Accommodations for medical or religious reasons will be considered.

Summary/Objective

The Astros are looking to add part-time Guest Services Team members to our roster.

As a member of the Guest Services Team, you will be an essential part of the game experience and help build positive Astros memories that last a lifetime. In this role, you will wear many different caps and have the potential to work in several different areas of the ballpark. Responsibilities may include, but not be limited to, ushering, ticket scanning, concourse customer service, and attending to stairs, ramps, escalators, and elevators. As a frontline representative of the Astros, you will have the opportunity to assist our guests by offering directions and sharing information. Your job will be to keep fans safe while still maintaining a fun and friendly atmosphere.

Essential Functions & Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Following through on the Astros commitment to delivering a positive, memorable experience for all fans
• Providing a safe environment for fans
• Being courteous and patient with all guests
• Prior to gates opening, helping the Astros remain “game-ready” by assessing your designated section for patrons; this could include wiping down seats, looking for potential hazards, reporting any issues to a supervisor
• When gates open, welcoming our fans with a smile and helpful attitude
• Operating ticket scanners to ensure fans have valid tickets to enter Minute Maid Park
• Reviewing tickets to provide guests with accurate directions to their seats.
• Helping address questions, problems or concerns that fans may have
• Monitoring gates and access points to ensure guests do not enter areas without an appropriate ticket/wristband.
• Being alert to potential hazards in the ballpark such as foul balls and reporting incidents
• Monitoring your assigned area for issues and opportunities to make lasting memories for our fans
• Staying up to date on the policies and procedures to ensure the safety and security of all that enter Minute Maid Park
• Having a strong understanding of ballpark layouts to provide guests with directions to seating sections, restrooms, concession stands, novelty shops, and other facility services and amenities.
• Providing assistance and clear directions during emergency situations.

Other Duties May Include:

• Safely operating and monitoring escalators and elevators to ensure safety of guests.
• Assisting with wheelchair requests by coordinating with our Security Operations Center and First Aid team.
• Perform other duties as assigned.

Education and/or Experience & Skills:

• You must love working with and helping people
• Strong public speaking and communication skills
• Expected to multi-task and retain information in a fast-paced environment.
• Must be personable and engaging in small and large groups
• Comfortable working with a variety of groups—families, children, and corporations
• Willingness to work independently and in a team orientated environment
• Ability to maintain a POSITIVE attitude while handling difficult situations is essential.
• The flexibility to work non-traditional hours, including nights, weekends, and holidays.
• Bilingual-English/Spanish is a plus
• Quick thinker – ability to handle unexpected situations – Safety is our top priority
• Flexibility is fundamental is our daily operations
• You must be able to maintain a positive attitude while handling difficult situations
• You must be a local Houston resident
• Must have availability to work most home games. Working weekends is a MUST. Friday, Saturday, and Sunday games tend to be our busiest!
• Knowledge about the Houston Astros is a plus
• Bilingual-English/Spanish is a plus
• Knowledge and experience with ticketing apps is a plus

Work Environment

The noise level in the work environment is moderate, however, during events, the noise level may be loud. Employees must be able to work on evenings, weekends and holidays as required. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of this job.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close and focused vision. Ability to regularly work on your feet for long hours and climb stairs/ramps throughout the ballpark. The Position requires ability to walk long distances and stand up 4 to 5 hours without a break. The ability to lift up to 25 pounds on occasion.

Position Type and Expected Hours of Work

This is a part-time position. Must have availability to work most home games. Working weekends is a MUST. Friday, Saturday, and Sunday games tend to be our busiest!

Travel

Travel is not expected for this position.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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.

EOE/M/F/Vet/Disability

Experience

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