Guest Services Associate (Part-Time)

Overview

Pacers Sports & Entertainment is looking for enthusiastic and committed Guest Services Associates to provide exceptional assistance and engagement to visitors at Gainbridge Fieldhouse. This role centers on ensuring guests have a positive, memorable experience by offering knowledgeable support from their arrival throughout events held at the venue.

Key Responsibilities

• Interact proactively with guests in a courteous, professional, and outgoing manner guided by the organization's “ASSIST” principles.
• Provide timely responses to guest inquiries during all Gainbridge Fieldhouse events.
• Maintain detailed understanding of Ticketmaster, as well as Pacers and Fever mobile ticketing systems.
• Guide guests with payment processes including cash-to-card conversions, credit card use, and Mobile Wallet transactions to ensure seamless purchases at concessions and merchandise outlets.
• Encourage use of the Pacers and Fever mobile applications to enhance guest engagement.
• Address accessibility-related questions and support guests in compliance with the Americans with Disabilities Act (ADA).
• Manage restroom and concession lines courteously to reduce wait times and optimize flow.
• Participate in guest experience initiatives such as providing first game buttons and surprise gift distributions.
• Complete KultureCity annual training and inform guests about sensory rooms and sensory bags.
• Handle guest concerns professionally, aiming for positive resolution and collaborate in service recovery strategies.
• Oversee Lost & Found protocol during events using electronic tracking systems.
• Assist with emergency response procedures defined by the organization.
• Attend mandatory annual training sessions for part-time team members.
• Support event monitoring efforts within the Gainbridge Fieldhouse Command Center.
• Demonstrate independent judgment and decision-making capabilities.
• Work collaboratively with colleagues to promote a strong team spirit.
• Maintain comprehensive knowledge of facility layout, entrances, exits, amenities, and emergency protocols.
• Stay informed about upcoming events, promotions, and special activities to accurately assist guests.
• Address guest complaints empathetically to ensure satisfactory solutions.
• Assist with crowd management to ensure guest safety and comfort during events.

Schedule and Work Conditions

• Shifts vary based on the event calendar at Gainbridge Fieldhouse, covering Pacers (25–50 games), Fever (15–30 games), and other events (25–50), necessitating flexible availability.
• Work hours range from zero to 25 hours weekly, dependent on event schedules.
• Staff must be available for at least half of the monthly events.
• Shift start times may be up to two hours before the event kickoff.
• Willingness to work nights, weekends, and holidays is essential.
• Professional attire is required per training guidelines, and punctual attendance is mandatory.
• Reliable transportation is necessary for commuting to the venue.

Educational Background and Experience

• Minimum of a high school diploma or equivalent; college courses are beneficial but not essential.
• Previous experience in hospitality or customer service industries is preferred.
• Basic proficiency with Microsoft Word, Excel, Outlook, and Windows OS, along with familiarity operating phones, radios, computers, and iPads, is expected.

Skills and Qualifications

• Exceptional verbal and written communication capabilities.
• Ability to comprehend, analyze, and interpret instructions and various reports.
• Competency in presenting information and responding effectively to inquiries from management and the public.
• Comfortable with technology, including computers, iPads, and smartphones.
• Proven problem-solving aptitude and the capacity to handle stressful situations calmly.
• Strong interpersonal skills to build connections with guests and coworkers from diverse backgrounds.
• A good understanding of emergency procedures within public venues and the ability to assist during such events.
• Reasonable accommodations are provided for individuals with disabilities to fulfill essential duties.

Physical Requirements and Work Environment

• The role requires frequent sitting, standing, walking, using computers and phones, speaking, hearing, and writing.
• Work environments vary from moderate noise in office spaces to high noise levels inside the event arena.
• Stress levels can be high during peak event periods.

Additional Information

Pacers Sports & Entertainment is committed to equal employment opportunities regardless of race, color, religion, nationality, gender identity or expression, sexual orientation, age, disability, veteran status, or other protected characteristics.

Compensation

The position pays $18.40 per hour.