Guest Service Representative

POSITION: Guest Services Representative

DEPARTMENT: Guest Services/ Operations
REPORTS TO: Guest Services Supervisor/ Operations Manager
FLSA STATUS: Non-Exempt

HOURLY RATE RANGE: $25.00 per hour

Legends Global is the premier partner to the world’s greatest live events, venues, and brands. We deliver a fully integrated solution of premium services that keeps our partners front and center through our white-label approach. Our network of 450 venues worldwide, hosting 20,000 events and entertaining 165 million guests each year, is powered by our depth of expertise and level of execution across every component including feasibility & consulting, owner’s representation, sales, partnerships, hospitality, merchandise, venue management, and content & booking of world-class live events and venues.

The Legends Global culture is one of respect, ambitious thinking, collaboration, and bold action. We are committed to building an inclusive workplace where everyone can be authentic, make an impact, and grow their career. Winning is an everyday thing at Legends Global. We have the best team members who understand every win is earned when we come together as one unified team. Sounds like a winning formula for you? Join us!

Long Beach Amphitheater, managed by Legends Global, has an immediate opening for a Guest Services Representative. This position is responsible for ticket sales operations, guest assistance, and providing exceptional customer service for events and entertainment experiences.

Position Summary

Long Beach Amphitheater, managed by Legends Global, is seeking enthusiastic, service-oriented Guest Services Representatives to create exceptional experiences for every guest attending our events. This position serves as a front-line ambassador for the venue by delivering outstanding hospitality, providing event information, supporting ticketing operations, assisting guests throughout the facility, and ensuring a safe, welcoming, and memorable environment.

Guest Services Representatives may be assigned to the Box Office, Guest Experience Information Booth, entrances, seating areas, or other guest-facing locations based on operational needs.

Essential Duties and Responsibilities

The essential functions include, but are not limited to, the following:

Guest Services & Hospitality

• Provide exceptional customer service by greeting guests with professionalism, courtesy, and enthusiasm.

• Welcome guests upon arrival and create a positive first impression of the venue.

• Assist guests with directions, seating locations, event schedules, venue amenities, parking information, and general event questions.

• Escort guests to seating locations when appropriate, including during low-light conditions.

• Proactively identify guests needing assistance and resolve concerns promptly and professionally.

• Respond to guest complaints and service requests while exercising sound judgment and escalating issues when appropriate.

• Assist guests requiring accessibility accommodations and coordinate with appropriate departments to ensure an inclusive experience.

• Support lost and found procedures and complete guest incident reports as required.

• Distribute venue guides, promotional materials, event programs, and other informational resources.

• Serve as a knowledgeable resource regarding venue policies, transportation options, nearby dining, and local attractions when appropriate.

Event Operations

• Monitor assigned areas to ensure compliance with venue policies, including prohibited items, smoking regulations, ticket requirements, and re-entry procedures.

• Maintain awareness of crowd flow and communicate operational concerns to supervisors.

• Identify safety hazards and notify management or security immediately.

• Respond calmly and professionally during emergencies by directing guests to designated safe locations and assisting emergency personnel as needed.

• Maintain a clean, organized, and professional guest service area throughout each event.

Box Office Responsibilities

• Open and close ticket windows in accordance with established procedures.

• Process ticket sales accurately using computerized ticketing systems.

• Accept payments, issue receipts, and accurately make change.

• Maintain accurate cash handling procedures and balance cash drawers at the conclusion of each shift.

• Prepare daily ticket sales reports and reconcile sales activity.

• Process Will Call ticket distribution according to established procedures.

• Assist guests with ticket purchases, exchanges, seating questions, pricing, and event information.

• Answer telephone inquiries regarding events, seating availability, ticket policies, and venue information.

• Maintain ticket inventory and required administrative records.

Guest Experience Information Booth

• Staff Guest Experience Information Booths during events.

• Provide accurate information regarding venue operations, event schedules, amenities, accessibility services, and parking.

• Coordinate guest concerns with Operations, Security, Medical, Housekeeping, or other venue departments.

• Maintain a welcoming, professional, and service-focused environment for all guests.

Additional Responsibilities

• Work collaboratively with Operations, Security, Event Staff, Box Office personnel, and management.

• Maintain confidentiality regarding venue operations and guest information.

• Attend required training sessions and departmental meetings.

• Perform other duties as assigned to support venue operations.

Qualifications

To perform this position successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Demonstrated commitment to providing exceptional customer service.

• Ability to remain calm, courteous, and professional in fast-paced environments.

• Strong interpersonal and communication skills.

• Ability to exercise sound judgment and resolve guest concerns effectively.

• Ability to work independently with minimal supervision while contributing positively to a team environment.

• Professional appearance, attitude, and conduct.

• Ability to work flexible schedules including evenings, weekends, holidays, and extended event hours.

Education and Experience

• High school diploma or GED required.

• One (1) year of guest services, hospitality, customer service, ticketing, entertainment venue, hotel, sports, or related experience preferred.

• Equivalent combinations of education and experience may be considered.

• Experience working in live entertainment, convention centers, arenas, stadiums, theaters, or hospitality environments is preferred.

Knowledge, Skills, and Abilities

• Outstanding customer service and public relations skills.

• Excellent verbal communication and active listening abilities.

• Ability to accurately handle cash and process financial transactions.

• Experience using computerized ticketing systems, point-of-sale systems, or similar software preferred.

• Strong organizational skills and attention to detail.

• Ability to solve problems while maintaining professionalism.

• Ability to prioritize tasks in a fast-paced event environment.

• Ability to read, understand, and interpret written procedures and operational instructions.

• Ability to work effectively with diverse guests, clients, vendors, and team members.

• Bilingual communication skills are a plus.

Computer Skills

• Basic proficiency with Microsoft Office and general computer applications.

• Experience with computerized ticketing systems, point-of-sale systems, or venue management software preferred.

• Ability to learn new software applications quickly.

Physical Requirements

While performing the duties of this position, the employee is regularly required to:

• Stand and walk for extended periods, often for the duration of scheduled events.

• Move throughout the venue, including stairs, ramps, concourses, and seating areas.

• Frequently use hands and fingers to operate ticketing equipment, computers, cash drawers, radios, and other office equipment.

• Communicate effectively with guests and team members in both quiet and high-noise environments.

• Occasionally lift, carry, or move materials weighing up to 25 pounds.

• Work indoors and outdoors in varying weather conditions depending on operational assignments.

• Maintain close vision, distance vision, and peripheral awareness necessary for guest assistance and event operations.

Work Environment

The work environment is typical of a live entertainment venue and may include exposure to large crowds, loud noise levels, varying temperatures, and extended periods of standing. Employees must be able to maintain professionalism while working in a fast-paced, high-volume environment.

Equal Opportunity Employer

Legends Global is proud to be an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other status protected by applicable federal, state, or local law. Legends Global encourages Women, Minorities, Individuals with Disabilities, and Protected Veterans to apply. Legends Global is a VEVRAA Federal Contractor.