Guest Experience ADA/Plaza Ambassador | Part-Time | UBS Arena

Oak View Group

Oak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the most influential, highest attended arenas, convention centers, music festivals, performing arts centers, and cultural institutions on the planet.

Overview

Our Guest Experience ADA/Plaza Ambassadors will be essential in creating a safe and memorable experience for all guests at UBS Arena but will focus on our ADA guests. This role requires a positive attitude, as well as a team-driven and proactive mindset. Each member of this team is responsible for providing an exceptional level of service to our ADA guests in addition to access and crowd control for UBS Arena.  ADA Ambassadors will be there every step of the way, from when our guests park their cars to when they finally arrive at the arena. Will offer specialized service to our guests with disabilities, and a wheelchair to whomever requires one either by necessity or for comfort.

 

This role will pay an hourly rate of $21.50. 

 

Benefits for Part-Time roles: 401(k) Savings Plan and 401(k) matching

 

This position will remain open until December 31, 2025.

Responsibilities

• Ability to communicate clearly
• Ability to give concise directions to guests
• Ability to work in outdoor conditions
• Aid in orderly ingress and egress
• Assist guests in finding their seats, restrooms, concessions, and other venue amenities
• Assist guests with disabilities with reasonable requests for accommodations, including but not limited to wheelchair escort services
• Assist with crowd control measures
• Complete incident reports for accidents and out-of-the-ordinary events while transporting
• Complete wheelchair logs to document escorts
• Coordinate with the dispatcher for assignments regarding wheelchair assistance, as well as additional assistance for guests in parking lots or shuttles
• Comply with all gate/section checkpoint screening requirements and processes
• Control access and press buttons to the elevator to limit patrons touching elevator buttons
• Effectively communicate safety and security measures throughout the arena
• Identify opportunities to create memorable experiences for guests.
• Manage elevator capacity
• Proactively direct, greet, and assist guests with questions and requests on/at UBS Arena/Campus
• Project a positive and friendly image when interacting with guests, and responding to inquiries from venue staff, and the public
• Provide accurate facility information with excellent customer service to patrons
• Provide exceptional guest service
• Provide specialized assistance, general information, and clear directions to guests
• Respond to and/or escalate guest complaints, concerns, and compliments
• Scan in each ticket to events
• Transport guests in need of a wheelchair escort safely to and from required locations, remaining alert to potential hazards that may cause an accident
• Utilize electronic devices such as handheld devices, computers, and/or tablets
• Understand, retain, and adhere to safety protocols and procedures
• Understand, retain, and provide event information to guests
• Other organizational and administrative duties as determined by management

Qualifications

• 18 years of age or older
• Experience in a customer service-based industry is essential
• Experience within a sports, entertainment, or related field is preferred
• Must be able to complete all required trainings
• Must be able to engage with guests first
• Must have a working email address
• Strong verbal and written communication skills are essential
• Ability to be available for 80% of events scheduled a month
• Ability to function independently in a fast paced, high-pressure environment is essential
• Ability to read, write and understand English
• Ability to utilize web-based programs and digital equipment
• Ability to work flexible schedule including long hours, nights, weekends, and holidays is essential
• Ability to work with the public and have interpersonal and communications skills is essential

Intellectual/Social, Physical Demands and Work Environment:

The intellectual/social, physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with di