Guest Services Representative
Hamilton Tiger-Cats
Hamilton, ON, Canada
30d ago

OVERALL RESPONSIBILITIES

As a valuable member of the Customer Assistance Team, you will be a main resource for fans on game-days. Representatives are expected to answer all questions and inquiries in a professional and timely manner, assist in fan recovery / dispute resolution processes, and provide top-

class overall customer service. These members are important resources for both part-time colleagues and full-time supervisors.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

The expectation is the candidate will be active and responsible for the following areas :

  • Ensure quality customer service is delivered at all times
  • Answer all guest questions and inquiries
  • Resolve fan recovery cases and assist in overall dispute resolution
  • Report unsafe situations and ensure proper assistance is called upon
  • Report and track outstanding / serious fan issues and complaints
  • Assist with lost & found collection, accessible seating and other fan relocations
  • Represent the Hamilton Tiger-Cats in a professional manner :
  • Do not inappropriately interact with other fans or staff members
  • Minimize level of interaction with players and coaching staff (if contact / communication is made)
  • Follow all Tiger-Cats staff policies (including social media restrictions)
  • Ensure staff uniform is worn at all times
  • Ensure Guest Services desk is never left unattended
  • If a situation escalates rapidly, contact either a Captain or full-time Supervisor
  • QUALIFICATIONS (KNOWLEDGE, SKILLS, ABILITIES, EXPERIENCE)

    Job Specific Skills and Abilities :

  • Great communications skills
  • Team player with strong work ethic
  • Committed individual who excels when working with others
  • Excellent service skills, attitude, and personality
  • Quality organizational skills
  • Education and Experience :

  • Relatable experience within the sports industry or a customer service oriented role
  • At least 18 years of age
  • Interest in working within sports industry, fan experience, or customer service role
  • Experience in guest recovery processes and other forms of dispute resolution
  • OTHER CONSIDERATIONS

  • Commit to ALL Hamilton Tiger-Cats home games in 2018
  • Expected to work other events at Tim Hortons Field
  • CONTACT :

    Please send resume via email to : amonteforte ticats.ca or jobs ticats.ca . We also ask that applicants include CAT Team 2018’ followed by their position of interest in the subject line.

    Thank you for your interest in the Hamilton Tiger-Cats. Only those selected for an interview will be contacted.

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