Guest Experience Ambassador (WEEKENDS ONLY)
20 days ago
Dallas
Job Description Job Summary: As the first point of guest contact, the Ambassador is responsible for ticket sales and guest service inquiries. Your goal is to meet or surpass the expectations of every guest by providing a friendly and engaging experience, while completing accurate and efficient sales transactions and increasing revenue opportunities. In this role, you will handle money efficiently and accurately. You will provide a friendly and engaging experience in taking guest photos. You will provide a pleasant and informative elevator ride; Answer all guest questions; Address any concerns while moving guests efficiently to various levels; Ensure stanchions are set appropriately at all levels; Coordinate the lines of people waiting for the elevator on all levels; Make sure that signs and display messaging are correctly directing guests at all levels. In this role you are expected to alternate elevators during peak guest times. You will effectively and efficiently manage elevator movement and communication through multiple monitors and lines of communication. You will be informed of scheduled group reservations and any special needs that may need to be addressed. You will also maintain ticket and receipt stock levels in all printers and kiosks. You are required to wear a uniform and identification. Responsibilities of the Ambassador include but are not limited to sales focused interactions that drive revenue, providing excellent guest service through personalized conversation, handling high ticketing volume, following cash handling procedures, taking guest photos, operating the PORT (elevator) system, and operating a virtual reality (VR) system. Responsibilities and duties: • Act as an Ambassador to Reunion Tower and Dallas while providing superior guest service., • Must present a professional image and positive attitude and meet grooming standards at all times., • Must be able to multitask and quickly and accurately manage detailed ticketing processes in a fast-paced environment., • Efficiently operate the Point of Sale (POS) system, • Efficiently operate the PORT (Elevator) system and manage the guest flow., • Quickly and accurately manage detailed photo processes in a fast-paced environment., • Interact with guests on the GeO-Deck by answering questions and providing them information about the interactive activities offered on the GeO-Deck to ensure they receive superior guest service., • Provide organized guest tours on the GeO-Deck., • Must provide up sell opportunities to guests by giving detailed information on various available ticket packages and offers., • Ensure that each guest receives outstanding service by providing a friendly environment including greeting and acknowledging every guest, maintaining outstanding standards, solid product knowledge and all other aspects of guest service., • Provide information about Reunion Tower and complex amenities as needed to guests., • Must maintain an awareness of all current promotions and advertisements., • Demonstrate superior communication and listening skills., • Must be able to troubleshoot issues., • Must be able to perform service recovery to 100% when needed., • Maintain orderly appearance of cashier areas and supplies stocked., • Act as floor warden and assist with evacuation in the event of an emergency., • Act as a positive brand Ambassador for RTOC at all times., • Any other responsibilities as defined by management. Qualification Standards: • Flexible schedule in order to accommodate events, promotions, deadlines, and other demands of the business; days, evenings, and weekends., • Must be at least 18 years of age., • High school diploma or equivalent required, • Attention to detail and accuracy is essential., • Ability to maintain a friendly and courteous demeanor in a fast-paced work environment., • Maintain professional attitude and poised appearance at all times especially during stressful situations., • Must be able to work independently with little supervision., • Act as a floor warden in the event of an emergency., • Competency in general principles of mathematics., • Ability to effectively communicate in the English language., • Demonstrate basic computer proficiency including typing skills., • Demonstrate strong verbal, interpersonal and listening skills., • Communicate clearly and effectively with a diverse range of guests and team members., • Demonstrate ability to work as a team player in a structured environment., • Strong initiative, ownership and decision-making ability in accordance with RTOC policy., • Multitasking skills a must. Experience: • Proven cash handling experience required; and, credit card transaction experience a plus., • Minimum one (1) year of sales and/or customer service experience preferred., • Attraction or hospitality industry experience preferred., • English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar., • Guest Service — Knowledge of principles and processes for providing guest and personal services. This includes guest needs assessment, meeting quality standards for services, and evaluation of guest satisfaction., • Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times., • Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems., • Persuasion — Persuading others to change their minds or behavior., • Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do., • Speaking — Talking to others to convey information effectively., • Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one., • Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action., • Service Orientation — Actively looking for ways to help people., • Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making., • Coordination — Adjusting actions in relation to others' actions., • Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences., • Oral Expression — The ability to communicate information and ideas in speaking so others will understand., • Speech Clarity — The ability to speak clearly so others can understand you., • Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense., • Time Management — Managing one's own time and the time of others., • Speech Clarity — The ability to speak clearly so others can understand you., • Written Comprehension — The ability to read and understand information and ideas presented in writing., • Fluency of Ideas — The ability to come up with a number of ideas about a topic (the number of ideas is important, not their quality, correctness, or creativity)., • Speech Recognition — The ability to identify and understand the speech of another person., • Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events)., • Originality — The ability to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem., • Technical Ability – The ability to operate technical equipment such as the Elevator, ticket and photo kiosk., • Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem., • Grooming - All employees must maintain a neat, clean and well-groomed appearance per Reunion Tower Operating standards. Physical Demands: • Stooping: Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full use of the lower extremities and back muscles., • Kneeling: Bending legs at knee to come to a rest on knee or knees., • Reaching: Extending hand(s) and arm(s) in any direction., • Standing: Remaining upright on the feet, particularly for sustained periods of time., • Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another., • Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward., • Pulling: Using upper extremities to exert force in order to draw, drag, haul or tug objects in a sustained motion., • Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to-position., • Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling., • Grasping: Applying pressure to an object with the fingers and palm., • Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips., • Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly., • Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discriminations in sound., • Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers., • Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects., • The worker is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned., • The worker is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes., • The worker must have the ability to navigate themselves through the main Tower staircase. Licenses or Certificates: • Texas Alcoholic Beverage Certification (TABC) preferred, must possess the ability to obtain if provided by company., • Tower Master certification, must possess the ability to obtain if provided by company., • CPR Certified preferred, must possess the ability to obtain if provided by the company., • Valid driver’s license. The Company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristic. The EEO is the Law poster is available here:
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