Job Description

GUEST SERVICES TEAM MEMBER - Ontario Sports Empire

OSE SFM, LLC

LOCATION: Ontario, California

DEPARTMENT: GUEST SERVICES

REPORTS TO: OPERATIONS DIRECTOR

STATUS: PART-TIME (NON-EXEMPT)

ABOUT THE COMPANY:

Ontario Sports Empire is a premier sport, recreation and entertainment destination focused on improving the health and economic vitality of Ontario, California. You will be joining a championship level team focused on fun, fulfillment and service built to enrich the community as well as your career and personal growth.

Ontario Sports Empire is a managed facility by Sports Facilities Management, LLC, a Sports Facilities Companies (SFC) company. SFC is the nation's leading resource for managing and developing sports, recreation, wellness, and events facilities. We provide a highly collaborative and supportive culture that raises our team members to new levels of career growth. Together, we will carve a path in a hyper-growing industry where you will enjoy the journey and learn from the industry's best while having some fun.

SFC has been awarded national recognition as a Top Workplace and is considered a workplace of choice. Our mission-focused company is highly entrepreneurial, team-oriented with a culture centered on collaboration, accountability, excellence, and service. We are growing rapidly and looking for high performers at every level to grow with us.

The Guest Services Team Member provides the first point of contact for all guests. This role is expected to provide excellent customer service to all visitors and always displays a vast amount of knowledge of the facility's programs and offerings. Team Members working within Guest Services include front desk, ticket sales and the family entertainment area (arcade, laser tag, e-sports and birthday parties).

PRIMARY RESPONSIBILITIES WILL INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:

GUEST SERVICES

• Greet guests and provide information and way-finding as needed
• Provide courteous and friendly first-in-class service to all guests
• Register guests and process payments for leagues, camps, clinics, drop-in, etc.
• Be knowledgeable about facility programs (practices, events, format, pricing, meeting dates/times)
• Operate multi-line phones and the front desk computer software system
• Record waivers and event information
• Record event scores (tournaments/leagues) and print game sheets on a daily basis
• Maintain confidentiality and discretion with guest and Team Member information
• Professionally resolve guest concerns and complaints and/or direct to appropriate manager
• Maintain a clean space and perform regular walk-throughs (indoor/outdoor) to ensure venue cleanliness
• General arcade knowledge and willingness to learn and assist in the family entertainment area
• Sell tickets and distribute wristbands for events when needed
• Assist with event set-up and breakdown as needed
• Know and enforce the venue policies and procedures
• Complete special projects, daily assignments, and other duties as assigned
• Parking Attendants (as needed): Direct facility traffic, collect fees and monitor parking passes, barricade organization, facilitate disabled access, report suspicious behavior
• All other duties as assigned by management

MINIMUM QUALIFICATIONS:

• Flexible work schedule (e.g., nights, weekends, holidays and long hours)
• Excellent communication skills, both verbal and written
• Ability to maintain focus in a high-volume, fast-paced environment
• Must have excellent guest service skills
• Must be detail-oriented and have outstanding organizational skills
• Ability to multi-task, prioritize, and remain calm and focused in difficult and stressful situations
• Must be respectful and friendly to our athletes, guests, visitors, spectators, leaders and fellow team members
• Must work well with others
• Must take personal initiative for the betterment of the team and venue
• Commitment to the safety and well-being of others
• Customer service and cash handling experience preferred or quick study

WORKING CONDITIONS AND PHYSICAL DEMANDS:

• Must be able to lift 25 pounds waist high
• May be required to sit or stand for extended periods of time whether indoors or outdoors, and squat, stoop or bend
• Will be required to operate a computer
• Facility has intermittent noise