Smile Maker - Concierge Team

This is a Full Time Job

We are taking a responsible approach to creating environments that allow us to do what we do best – host and entertain fans during a basketball game or special event. We've been closely monitoring the impact of the pandemic on our communities and team members. As part of our commitment to health and safety, we are implementing a mandatory vaccine requirement for current full-time and part-time team members, as well as all newly hired employees. Learn more here.

Who are we: A professional basketball team and state-of-the-art arena/entertainment venue that specializes in creating memorable experiences for each guest we interact with. Some of our favorite things are live sports, concerts, comedy shows, family shows, and most any other world-class event you can think of, and we're looking for someone who shares the same interests. We live for the fast-paced world of sports & live entertainment, and as such, we work hard, run fast, execute flawlessly, and party it up when it all comes together. Lastly, we strive to deliver wonderful experiences that create lasting memories, and we prefer to surround ourselves with those who are the best at what they do.

Who are you: An enthusiastic lover of sports, live entertainment, and people. You have true passion for engaging in meaningful interactions and creating memorable experiences for all guests. You strive to be helpful, engaging, and knowledgeable of all things Atlanta Hawks and State Farm Arena. You enjoy being a part of an exciting and dynamic group, and you're committed to continuously enhancing the productivity and effectiveness of your team. Lastly, you enjoy working hard and celebrating hard, and you'd be shocked if guests weren't positively impacted by their interactions with you.

Summary:
Starting the 2022-2023 Season The Atlanta Hawks and State Farm Arena will be introducing our Concierge Team! As a Guest Experience Smile Maker-Concierge, you will greet, direct, assist and build relationships with guests and team members while servicing our Delta 360, Harrah's, Atlanta Social, and Concert Club Premium Spaces! Following our service culture of S.M.I.L.E – Southern Hospitality, Make a Moment, Individuals Matter, Listen & Learn, and Empowerment, you play a critical role in the enjoyment of our Premium guests. Our arena staff is the single most important factor of overall event satisfaction.
This is a great part-time opportunity based on our event needs and pays $16 an hour!

Responsibilities:

• Greeting with a smile, direct and assist guests within our Premium spaces and clubs
• Anticipate guest needs and concerns; be proactive in recognizing ways to make a moment
• Utilizing RFID long-range technology to Make Moments & Surprise and Delight in our premium spaces and clubs
• Handle guest issues according to arena guidelines and code of conduct; writing incident reports in accordance with policy
• Consistently perform at an elevated level of service and use competent judgment
• Give eye contact, smiles, and warmly greet guests. Say PLEASE and THANK YOU to guests at every interaction
• Interact with a diverse group of guests in a friendly and positive manner creating an environment of inclusion
• Give feedback based on your interactions with guests
• Take ownership of a guest's issue and follow it until completion
• Get to know what guests love and hate, and tailor service to their needs
• Share points of view when they see something that could be improved for guests or team members
• Other duties as required to elevate levels of service

Required Skills/Abilities:
• Must be able to work a flexible schedule to include nights, weekends, and holidays; must be able to report to work no later than 5:30 for weekday events
• Concierge experience is preferred
• Must be able to work 80% of scheduled events
• Comfortable with making flexible decisions while working in Premium spaces and clubs
• Always professional in appearance and behavior: good hygiene and grooming
• Must be poised, articulate, and comfortable when speaking with all guests in Premium areas
• Team player attitude and ability to work in a team environment
• Great English verbal and written communication skills; basic report writing skills necessary

Education and Experience:

• 3 years previous customer service experience preferred
• Concierge attendant experience in sports, entertainment, hospitality, or retail is preferred
• Must be able to pass a background check

Physical Requirements:
• Ability to stand 4-6 hours at a time
• Walk up and down stairs with or without accommodation

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.