State Farm Arena
## Guest Experience Captain**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.Reporting to the Guest Experience leadership team, the **Guest Experience** **Captain** will train, coach, and evaluate Guest Experience SMILE Makers (Seating hosts, Concourse greeters, Entrance hosts, etc.) during State Farm Arena events. Captains will support their respective Coach and be responsible for the overall performance of their teams, as they collectively provide best-in-class customer experiences. This is a part-time, hourly position with predominantly evening hours.**Duties and Responsibilities:**Oversee Staff* Be a leader by embracing, teaching, and living the tenets of SMILE (Southern Hospitality, Make a Moment, Individuals Matter, Listen & Learn, Empowerment), our current service philosophy.* Be actively involved in the onboarding of all new Smile Makers, assisting in the successful acclimation to our culture.* Actively teach and lead Smile-in-Motion throughout all games/events.* Train and develop Smile Makers with the essential skills in building a positive team culture.* Train Smile Makers with job-specific skills that aid in creating memorable moments for all guests.* Provide continuous feedback, coaching, and performance evaluations that create opportunities for Smile Maker development and ultimately exceptional guest experiences.* Provide coaching for disciplinary issues and ensure compliance with State Farm Arena company/department policies.* Actively monitor team member interactions with State Farm Arena guests and partner groups during games/events to ensure the highest level of satisfaction and collaboration.* Effectively escalate employee issues to Guest Experiences coaches and leaders.Guest Experience* Play a leadership role in delivering best-in-class guest service, as measured by NBA and post- event surveys.* Submit incident reports and frequent summary reports, including team member performance, guest issues, and building repairs via mobile app tool (24/7).* Oversee resolution of ticketing issues, including but not limited to seat relocation, mobile ticket challenges, and access control hardware.* Make decisions on how to best accommodate guests with unique and special needs.* Partner with the Make-a-Moment team to develop creative ways to surprise & delight guests and Smile Makers you lead.* Serve as escalation point for guest complaints/issues and prescribe the necessary recovery.**Education and Experience:*** 3+ years of previous customer service experience preferred* Must be able to pass a background check**Physical Requirements:*** Ability to stand 4-6 hours at a time* Walk up and downstairs 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.*If this opportunity looks exciting to you, please complete the application process. Go Hawks!*We are a professional basketball team and state-of-the-art arena/entertainment venue that specializes in creatingmemorable experiences for each guest we interact with.The Hawks came to Atlanta in 1968 and since then, we have been True to Atlanta. Once you become a Team Member, you are family and we are True to You.The home of the Hawks, State Farm Arena has recently been completely renovated to better serve our fans in all aspects of their experiences at the arena. We host approximately 160 events and nearly 2 million guests annually with a capacity of more than 17,000. A 100% smoke-free campus, State Farm Arena is consistently ranked among the top 10 concert and event venues in the world.For our Team Members, we strive to be the best place to work in Atlanta. That means being True to You with investing in your development while having fun. We like to celebrate a lot with parties, hosting team member basketball tournaments and so much more. We offer competitive benefits and perks like tickets to events and Hawks Shop discounts.Whether hustling on the court, giving back to our communities, or investing in our team members, we are always True to Atlanta. Come be a part of the action. Go Hawks!We have also earned the #1 Game Experience in the NBA, and have reached these accomplishments through the amazing work of all of our Team Members. We know you will continue this trend as a valued Team Member with the Atlanta Hawks and State Farm Arena.
Our culture is built on inclusion, diversity and innovation, all with a touch of southern hospitality. We show our culture in the community by building bridges through basketball. We have basketball camps and coaching clinics, we build new public courts in metro Atlanta neighborhoods, and many other projects like the Million Meal Pack. #J-18808-Ljbffr
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.Reporting to the Guest Experience leadership team, the **Guest Experience** **Captain** will train, coach, and evaluate Guest Experience SMILE Makers (Seating hosts, Concourse greeters, Entrance hosts, etc.) during State Farm Arena events. Captains will support their respective Coach and be responsible for the overall performance of their teams, as they collectively provide best-in-class customer experiences. This is a part-time, hourly position with predominantly evening hours.**Duties and Responsibilities:**Oversee Staff* Be a leader by embracing, teaching, and living the tenets of SMILE (Southern Hospitality, Make a Moment, Individuals Matter, Listen & Learn, Empowerment), our current service philosophy.* Be actively involved in the onboarding of all new Smile Makers, assisting in the successful acclimation to our culture.* Actively teach and lead Smile-in-Motion throughout all games/events.* Train and develop Smile Makers with the essential skills in building a positive team culture.* Train Smile Makers with job-specific skills that aid in creating memorable moments for all guests.* Provide continuous feedback, coaching, and performance evaluations that create opportunities for Smile Maker development and ultimately exceptional guest experiences.* Provide coaching for disciplinary issues and ensure compliance with State Farm Arena company/department policies.* Actively monitor team member interactions with State Farm Arena guests and partner groups during games/events to ensure the highest level of satisfaction and collaboration.* Effectively escalate employee issues to Guest Experiences coaches and leaders.Guest Experience* Play a leadership role in delivering best-in-class guest service, as measured by NBA and post- event surveys.* Submit incident reports and frequent summary reports, including team member performance, guest issues, and building repairs via mobile app tool (24/7).* Oversee resolution of ticketing issues, including but not limited to seat relocation, mobile ticket challenges, and access control hardware.* Make decisions on how to best accommodate guests with unique and special needs.* Partner with the Make-a-Moment team to develop creative ways to surprise & delight guests and Smile Makers you lead.* Serve as escalation point for guest complaints/issues and prescribe the necessary recovery.**Education and Experience:*** 3+ years of previous customer service experience preferred* Must be able to pass a background check**Physical Requirements:*** Ability to stand 4-6 hours at a time* Walk up and downstairs 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.*If this opportunity looks exciting to you, please complete the application process. Go Hawks!*We are a professional basketball team and state-of-the-art arena/entertainment venue that specializes in creatingmemorable experiences for each guest we interact with.The Hawks came to Atlanta in 1968 and since then, we have been True to Atlanta. Once you become a Team Member, you are family and we are True to You.The home of the Hawks, State Farm Arena has recently been completely renovated to better serve our fans in all aspects of their experiences at the arena. We host approximately 160 events and nearly 2 million guests annually with a capacity of more than 17,000. A 100% smoke-free campus, State Farm Arena is consistently ranked among the top 10 concert and event venues in the world.For our Team Members, we strive to be the best place to work in Atlanta. That means being True to You with investing in your development while having fun. We like to celebrate a lot with parties, hosting team member basketball tournaments and so much more. We offer competitive benefits and perks like tickets to events and Hawks Shop discounts.Whether hustling on the court, giving back to our communities, or investing in our team members, we are always True to Atlanta. Come be a part of the action. Go Hawks!We have also earned the #1 Game Experience in the NBA, and have reached these accomplishments through the amazing work of all of our Team Members. We know you will continue this trend as a valued Team Member with the Atlanta Hawks and State Farm Arena.
Our culture is built on inclusion, diversity and innovation, all with a touch of southern hospitality. We show our culture in the community by building bridges through basketball. We have basketball camps and coaching clinics, we build new public courts in metro Atlanta neighborhoods, and many other projects like the Million Meal Pack. #J-18808-Ljbffr