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Amazon Spheres - Senior Guest Services Representative
Northwest CenterUnited Statesfull_timeVerifiedPosted 29 Apr 2025
💰 $61,160/yr($50,480/yr – $61,160/yr)
About the role
As a Senior Guest Service Representative, you create a welcoming first impression and 5-star visitor experience. You seamlessly pivot between tasks, and are able to quickly direct your focus to guests entering the lobby. You are attentive to all visitor communications, actively listening and/or closely reading in order to identify and address customer needs with enthusiasm. You are adaptable and flexible, you look for ways to improve the day-to-day operations of The Spheres, and you have a solutions-based approach to challenges and setbacks. You create process improvements and address upcoming needs and changes proactively. As a Senior Guest Services Representative, you are a mentor on the team, assisting with the training of new employees, and acting as a resource for your peers. You are a go-to person for information of all kinds, including standard operating procedures and enjoy connecting people to information in order to fulfil their needs. You will be successful in this role if you are a dedicated team member, eager to positively impact team culture and the guest experience. This requires proactive communication, gauging when the space is busy, and adapting to provide support where needed. Being present, on time, and managing your schedule is key to the overall team’s success. You’re quick to communicate needs to leadership and coworkers, or find solutions in high-volume and fast-paced situations. You are able to easily switch from check-in to providing coverage on the floor of The Spheres or in Understory as needed. Hours of operation are 8:50 am to 5:50 pm Monday through Friday, and 9:30 am to 6:30 pm on the first and third Saturdays of each month. On these weeks, staff will work a five-day work week with their days off split between an assigned weekday and Sunday. Saturday availability is required. Additional night and weekend work may occur for special events. Location: Seattle Schedule: 8:50AM – 5:50PM Monday- Friday and on select Saturdays 930am – 630pm. Schedules may vary due to operating hours. Wage: Starting Wage: $25.24 per hour | Full Wage Range: $25.24 - $30.58 per hour Application Deadline: Friday 5/2 at 4pm Key Responsibilities Training & Administrative Support
- Assist Spheres Trainer in the training of new staff through appointed shadowings, and other training for new hires of Northwest Center @Amazon.
- Serve as point person for email verbiage, updating verbiage as needed to be approved by leadership and implemented for use by the Guest Services team.
- Create and maintain templates for use by The Spheres and Understory Team.
- Ensure all Guest Service Representative metrics are up to date and accurate.
- Pull and compile monthly RightCrowd metrics as directed by leadership.
- Manage self-guided tours by adding visible tours to the rubi-events@ calendar and the associated Tour Tracker.
- Manage and maintain Spheres and Understory Team IT equipment (laptops, tablets, etc.)
- Cross-trained to assist with Understory, and to greet and welcome all Understory visitors in a friendly, warm, professional and courteous manner. Be prepared to answer all questions related to current Understory exhibits as well as promote visitor engagement of current exhibits when coverage is needed.
- Advise on process improvement for guest check-in at The Spheres, including software updates and changes.
- Order and maintain supplies as directed by Spheres Leadership.
- Support special projects and varied tasks assigned by Northwest Center leadership.
- Greet all visitors in a friendly, warm, professional and courteous manner. Provide a 5-star first impression for every visitor and email response.
- Respond to Amazon employee email to “Spheres-Reception” within 60 minutes of receipt providing an answer or informing the employee that the request is being addressed.
- Help resolve any escalations with guests and visitors in a professional and polite manner.
- Support events taking place in the Spheres by pre-registering guests, assisting with visitor check-in, and providing ticketed coat check as requested.
- Facilitate communication between event requestors, the events team and key vendor staff, as necessary.
- Excellent customer service skills and the ability to multi-task in a dynamic environment,
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