Part Time Guest Experience Representative

PLEASE NOTE THIS POSITION IS FOR THE UPCOMING SEASON OF 2024-25. WE WILL NOT START THE INTERVIEWING PROCESS UNTIL MID-AUGUST WITH AN ANTICIPATED START DATE OF MID-SEPTEMBER.

Have you ever thought about working in sports?

We are recruiting for part-time, game night staff for the Orlando Magic, Osceola Magic, and Orlando Solar Bears. Whether you are a college student, a teacher with a flexible schedule, someone looking to re-enter the workforce, or someone just looking for additional income, our part-time, event roles could be perfect for you.

What our Part-Time hiring process is like:

While every position is different, our part-time hiring process is typically a two-step process, sometimes more depending on the nature of the role. After you apply, your resume will be reviewed by our hiring manager for that particular role.

After interviews have been conducted, candidates whom the hiring manager selected will be contacted by our Talent Acquisition team. Candidates who are not selected to move forward will be contacted via email. We would love to call 100% of the candidates, however we typically interview well over 250 candidates during this part-time hiring week, and we want to give every candidate the decision as soon as possible.

A quick summary about the Part-Time Guest Experience Representative role:

Guest Experience Representatives are responsible for working on various levels of Kia Center and providing legendary customer service for our Fans while addressing Fan-related challenges and concerns. Individuals applying for this posting may be considered for the following roles: Roaming Expert Fan Support or Legendary Guest Services Representative.

What the Part-Time Guest Experience Representative will be responsible for:

Guest Experience Representatives are responsible for working on various levels of Kia Center and providing legendary customer service for our Fans while addressing Fan-related challenges and concerns. Individuals applying for this posting may be considered for the following roles: Roaming Expert Fan Support or Legendary Guest Services Representative.

• REFS (Roaming Expert Fan Support) are responsible for assisting with the facilitation of the Fan experience programs, providing VIP tours of the Kia Center, and for assisting Client Services and Fan Experience teams in providing legendary moments for all Orlando Magic home games. This role proactively engages Fans to assist with general Guest service with an additional focus on the Orlando Magic App. Assisting Fans with App troubleshooting and utilizing features such as Mobile Ordering and in-App experience purchases will be a large responsibility of this role.
• LGSR (Legendary Guest Service Representatives) are responsible for working on the Premium levels and clubs at all events in Kia Center, providing legendary customer service to the premium clientele. This role involves building and facilitating relationships with our frequently returning Guests to provide consistent service with familiar faces.

We offer two different roles in Guest Services. Listed below outlines their responsibilities. Upon the application review process, candidates will be identified for one of the two.

Roaming Expert Fan Support Role:

• Lead non-scripted V.I.P. tours of the Kia Center before and/or during Orlando Magic home games with little to no supervision, anticipating the Fan's expectations, and providing personalized perks.

• Assist Ticket and Group Sales teams to execute Fan Experience Programs including but not limited to anthem buddies, pre-game warmups, meet and greets, etc.

• Assist Client Services by providing legendary moments to our Loyal Blue Members, including but not limited to high 5-line, pregame warmups, Fan of the game, honorary captain, gift drops, etc.

• Proactively engage Fans to create a welcoming and exciting gameday atmosphere while assisting with general Guest service and building related information.

• Proactively promote and drive adoption of the Orlando Magic mobile App and utilization of in-App features and how they enhance the Guest's experience (mobile food and retail ordering, Magic Marketplace, etc.).

• Troubleshoot App challenges, issues, and questions by providing real-time solutions and App education.

• Assisting Season Ticket Holders with Magic Money utilization through in-App purchases and experiences

• questions and issues through the Magic support call line and chat service Assisting fans through gameday

Legendary Guest Services Representative Role:

• Assist Premium clientele at all events at Kia Center: Orlando Magic home games, concerts, family shows, Solar Bears games, STH events, sales events, etc.

• Assist with pre-event needs and set-up of premium areas. Assist premium clientele on different levels of Kia Center throughout event and break down post-event.

• Assist in Premium areas by checking tickets & distributing wristbands, solving complaints, troubleshooting during the event, and ensuring Premium Fans' needs are met throughout event.

• Utilize Legendary Guest Service to create and develop working relationships with our Premium clients, who are some of our most frequent Guests, to develop a consistent level of service across all events.

ALL:

• Answer Guest inquiries with intelligence and courtesy and respond or dispatch accordingly.

• Obtain intimate knowledge of Kia Center, i.e., location of restrooms, ATMs, concessions etc.

• Provide each Guest with a professional and courteous greeting and outstanding Guest service.

• Seek opportunities to create memories by anticipating needs, exceeding expectations, and building relationships.

• Assist with pre-event needs and set-up including checking areas for cleanliness, damage, and reporting items in need of attention in a timely manner.

• Maintain clean and orderly Guest environment and maintain proper protocols to ensure cleanliness and Guest satisfaction.

• Assist all Guests by carrying out Kia Center common purpose - "Creating legendary experiences for everyone by delivering world-class service and entertainment."

• Work closely with other Orlando Magic departments and Kia Center partners to ensure special requests are met and Guests' expectations are exceeded.

• Demonstrate solid communication skills when serving as a staff touchpoint to Kia Center building partners, Kia Center Box Office, and security.

• Handle complaints and unpleasant Guests in a professional manner, with the best interest of the customer and the company in mind.

• Work in both indoor and outdoor positions as required. May be exposed to elements including but not limited to direct sunlight, cold weather, rain, and the smell of concession food.

• All other duties as assigned.

What is required for the role:

• Applicants must meet the following availability requirements.

• Staff is expected to arrive as early as 2.5 hours prior to Kia Center Event start time.

• Legendary Guest Services staff must be available for 50% of events at Kia Center each month.

• Roaming Expert Fan Support staff must be available for 50% of Orlando Magic home games at Kia Center each month.

• High school diploma or equivalent required.

• Minimum of two years customer service-related work preferred.

Physical requirements

• Ability to walk and stand on your feet for up to 7 hours

• Ability to lift up to 25 pounds of equipment/supplies

If this opportunity is a job you're passionate about and it fits with your skills and experience, then we welcome you to take the next step and apply!

All offers of employment are contingent on successful completion of our pre-employment screenings, that will include a background check and may include a drug screen. Please note that this is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned. The Orlando Magic are not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at the Orlando Magic via-email, the internet or in any form and/or method without a valid written Statement of Work in place for this position from Orlando Magic HR/Recruitment will be deemed the sole property of the Orlando Magic. No fee will be paid in the event the candidate is hired by the Orlando Magic as a result of the referral or through other means. The Orlando Magic is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, religion, color, sex (including pregnancy and gender identity), sexual orientation, parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, any other non-merit based factor or any other characteristic protected by applicable federal, state or local laws. Our leadership team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. If you'd like more information about your EEO rights as an applicant under the law, please visit http://www1.eeoc.gov/employers/poster.cfm