Portola Festival Guest Services Staff

For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.

Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.

If you want to be challenged to up your game and make a difference, then join us in giving the world reason to cheer!

SUMMARY

Guest Services staff support and maintain a positive guest experience by providing event information, managing lost and found services, resolving guest complaints, and assisting with directions to local transportation and shuttle programs. Additionally, they relay valuable guest feedback to the festival production team.

PRIMARY RESPONSIBILITIES

• Answer and record asked questions, provide directions to various amenities throughout the venue, and provide additional assistance whenever necessary.
• Log found items in detail, screen incoming claims to verify ownership, and close out items when they're returned to owners.
• Assist with and document guest complaints, escalating concerns as necessary.
• Monitor guest conduct to ensure a safe and secure environment for all.
• Enforce all policies and procedures of the festival. Complete all company and festival-required training and participate in employee meetings.
• Communicate with festival dispatch to request medical aid or report safety concerns.
• Act as a member of the emergency evacuation team by communicating with and directing guests during a festival emergency.
• Perform other duties and responsibilities as deemed appropriate by Management and Supervisors.

QUALIFICATIONS

• A minimum education level of: High School Diploma or its equivalency
• A minimum of 1-2 years of related work experience.
• Positive attitude with superior customer service skills.
• Must be organized, detail-oriented, with the ability to multitask.
• Ability to communicate effectively to all levels of the business organization.
• Ability to learn and work in a fast-paced environment.
• Available to work on Saturday, September 20, and Sunday, September 21.
• Must be at least 21 years of age or older.
• Customer service, festival, or special event experience preferred.
• Experience using Liff Happens, or equivalent item return preferred.

REQUIRED AVAILABILITY

• MANDATORY TRAINING: 9/17 (virtual, 1.5 hrs)
• PORTOLA FESTIVAL: Sat, 9/20 and Sun, 9/21, all day shifts.

Pay Scale: $20.00 per hour

Bonus: This position is not eligible for a bonus under the current bonus plan requirements.

Benefits: Part-time: This position may be eligible for benefits (ACA qualification).

AEG reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. AEG may require an employee to perform duties outside his/her/their normal description.