This job listing expired on Aug 26, 2019
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The Esports Ambassador has the primary responsibility to maintain complete knowledge of all Esports Arena features, services, attractions and amenities, and will interact with guests to ensure an entertaining and memorable guest experience.

SCOPE:

The Ambassador, together with the Assistant General Manager and various team members, will coordinate the guest experience from check in to check out, including set up of all player experience functions, game station set up, login and breakdown, as well as ensure a positive guest experience throughout their visit.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Responsible for maintaining general cleanliness of the Arena play areas, including all game stations, bathrooms, hallways and guest areas
  • Ensure all supplies and set-ups for payer stations are completed
  • Answer telephones, take reservations for game stations and other Arena amenities, and coordinate and assign game stations to guests
  • Coordinate and set up daily floor plans for tournaments, game stations and arena events
  • Follow the service standards listed below:
  • Provide a warm and sincere greeting welcoming each guest, maintaining eye contact throughout the conversation
  • Use guest name at least twice during guest interaction. If guest name is not available, use Sir/Ma'am
  • Obtain proper payment for game time prior to seating
  • Be knowledgeable of our Arena, Luxor, sister properties and the city
  • Provide guests with information regarding Arena amenities and the facility at time of seating
  • Assist guest with set up of all Esports equipment, help guest login to play games, explain all the features of play including the Esports App
  • Offer the guest additional services. Anticipate guest needs by listening carefully for clues provided by the guest. Be familiar with our services, including what games we offer, upcoming Esports events, game play pricing, Food & Beverage offerings within Arena
  • Thank the guest. Create a lasting impression with your guest and build rapport
  • Anticipate guest's needs, respond promptly and acknowledge all guests at all times
  • Show a sense of urgency. Let the guest know that they are your top priority
  • Look sharp, don't forget to smile (you will project more confidence and pride in your job)
  • Maintain positive guest relations at all times by resolving complaints and ensuring guest satisfaction by both guest and team members alike
  • Work closely with management to ensure that the highest level of service is provided to Esports Arena guests
  • Ensure game stations are cleaned throughout shift and at the end of each day
  • Remove debris from game stations and Arena area throughout shift
  • Assist in the sale of game time by verbally conveying information to guests about the services, pricing and availability of game stations
  • Prepare any part of the venue for a special event. This may include carrying tables, chairs, decorations, materials and similar duties
  • Notify supervisor of any unsafe conditions or items in need of repair
  • Enforce all rules in a courteous and professional manner
  • Provide information to all guest inquiries and coordinate all guest requests by creating an itinerary for special arrangements or services in an efficient, professional and gracious manner
  • Adherence to work safety standards. This includes clearly understanding and following company safety policies and procedures, completing work in a safe manner, caring about the safety of self and others, responding appropriately in an emergency and reporting unsafe conditions to management.

KEY SUCCESS INDICATORS:

  • Previous experience with video games and online game play
  • Ability to prioritize and multi-task
  • Previous experience with money handling and conducting sales
  • Previous experience with computer set up, mouse, headset, keyboard, monitor
  • Possess skills to expedite clerical processing, perform service, evaluate information, and take action based upon information to complete a task or assignment or activity
  • Excellent organizational skills to function effectively under time constraints, with particular attention to detail
  • Excellent interpersonal skills, both in person and on the telephone, when dealing with management, employees and guests
  • Excellent customer service skills
  • Have interpersonal skill to deal effectively with all business contacts
  • Professional appearance and demeanor
  • Effective problem-solving capabilities
  • Customer-service orientation
  • Ability to work as a team player

OTHER DUTIES:

  • Comply with company policies and operating procedure manual
  • Maintain knowledge and utilize computer software programs applicable to the department.
  • Maintain a good awareness of changes in trends, techniques, and client needs, and communicate that information effectively in staff and department meetings
  • Meets attendance guidelines of the job and adheres to regulatory, departmental and company policies
  • Adhere to confidentiality rules and all other company policies, procedure and rules as presented by Esports Arena Las Vegas
  • Perform other job duties as assigned and participate in special projects at management’s request

EDUCATION AND EXPERIENCE:

  • High school degree or equivalent
  • Previous experience with video games and online game play
  • Previous experience in high-volume service venue
  • Previous experience working in a similar resort setting
  • Must be able to work flexible hours
  • Must be able to work any day of the week and any shift
  • Must be 18 years of age

PHYSICAL & MENTAL DEMANDS AND WORKING CONDITIONS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to move in and around the Esports Arena Las Vegas venue through the entire shift. Must be able to stand or sit for extended periods of time. Must be able to respond calmly and handle many customer demands in a fast paced environment. Frequently communicates with co-workers, vendors and clients in person and over the telephone to answer questions as well as provide assistance and information. Must be able to identify and assess information on computer screens, written reports and documentation, and record accurate written and electronic messages and reports. Must be able to bend, stoop, crouch, kneel, twist, balance, and work at a desk, to include pushing and pulling cabinet drawers. Must be able to lift and carry up to 50 pounds and respond to visual and aural cues. Must have manual dexterity to be able to operate the following equipment: computer, game station equipment, and telephone. Requires the ability to distinguish letters or symbols and eye/and coordination. Must be able to tolerate areas containing second hand smoke and an environment with moderate to loud noise levels.