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Guest Services Representative | Part-Time | UBS Arena

Oak View Group (OVG) is the global leader in premium live entertainment infrastructure and services, with a platform spanning venue development and end-to-end capabilities across venue management, hospitality, and sponsorship sales. Founded in 2015, the company serves a collection of seven world-class owned venues and a client roster of the most iconic arenas, stadiums, convention centers, music festivals, performing arts centers, and cultural institutions, spanning four continents.

Position Summary

Our Guest Services Representative team members are responsible for providing an exceptional level of service to our guests in general concourse and entrance spaces. They act as access, directional assistance, and crowd control for UBS Arena general concourse areas. They are essential in creating a safe and memorable experience for all guests at UBS Arena. This role requires a positive attitude, as well as a team-driven and proactive mindset. This position is represented by Local 176.

This role will pay an hourly rate of $19.75 (per the CBA).

Benefits are per the union agreement.

This position will remain open until September 4, 2026.

About the Venue

UBS Arena at Belmont Park is made for music and built for hockey. New York's newest premier entertainment and sports venue and home of the New York Islanders is developed in partnership with Oak View Group, the New York Islanders, and Jeff Wilpon. The state of the art arena opened in November 2021 and has welcomed numerous top artists, including Harry Styles, Sebastian Maniscalco, Billie Eilish, Dua Lipa, TWICE, Eagles, John Mayer, Kendrick Lamar, and Post Malone. The venue delivers an unmatched live entertainment experience for guests, including clear sightlines and premier acoustics.

UBS Arena is at the forefront of sustainability, being awarded LEED Green Building Certification in January 2023. The venue also achieved carbon neutrality for operations in Fall 2022, which made it the first arena to do so on the eastern United States seaboard.

Responsibilities

• Communicate clearly and give concise directions to guests.
• 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.
• Control access and press buttons on the elevator to limit patrons touching elevator buttons.
• Control and manage access to premium levels, clubs, and spaces.
• Complete incident reports for accidents and out-of-the-ordinary events.
• Effectively communicate safety and security measures throughout the arena.
• Identify opportunities to create memorable experiences for guests.
• Manage elevator capacity.
• Other organizational and administrative duties as determined by management.
• 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 services.
• 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.
• 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

• 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 75% of events scheduled a month.
• Ability to function independently in a fast-paced, high-pressure environment is essential.
• Ability to utilize web-based programs and digital equipment.
• Ability to work a flexible schedule, including long hours, nights, weekends, and holidays, is essential.
• The ability to work with the public and have interpersonal and communication skills is essential.
• Ability to be mobile.
• Ability to push, pull, and/or lift heavy objects.
• Ability to stand in the same spot for extended periods of time.
• Ability to walk up and down stairs.
• Ability to work in enclosed spaces.
• Ability to work steep, elevated areas.
• Must uphold and maintain a customer-friendly environment.
• The duties of this position are performed indoors and outdoors.
• The noise level in the work environment will range from moderate to loud.
• While performing duties of this job, the employee may be exposed to outdoor weather conditions.

Strengthened by our Differences. United to Make a Difference

At OVG, we understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our people, improves our service, and raises our excellence. Our success is rooted in creating environments that reflect and celebrate the diverse communities in which we operate and serve, and this is the reason we are committed to amplifying voices from all different backgrounds.

Equal Opportunity Employer

Oak View Group is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis ("protected class") including, but not limited to veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other protected class under federal, state, or local law.