Hospitality and Tours Representative

About Us:

We are building a championship organization that serves our fans, community, and business partners through world-class sports and entertainment. We believe that Winning Matters, our Fans Come First, with Risk Comes Reward, Great Teams Can Achieve Unimaginable Results, Honoring the Pacific Northwest is Our Duty, and Driving the Business is Our Responsibility.

Climate Pledge Arena, located at Seattle Center, is the complete redevelopment of an historic landmark, originally built for the 1962 Seattle World's Fair. The arena is home to the NHL’s Seattle Kraken, WNBA's Seattle Storm, PWHL Seattle and the world's biggest performers of live music and events. The arena is named after The Climate Pledge, an initiative founded by Amazon and Global Optimism asking global corporations to become net zero carbon by 2040. Climate Pledge Arena has one of the most progressive sustainability programs of any building its size, including being the world’s first Zero Carbon Certified arena. Climate Pledge Arena opened October 19, 2021. Visit climatepledgearena.com

Position Summary:

Our Hospitality and Tours Team are essential in leading safe and memorable experiences for Premium and Tour guests at Climate Pledge Arena. Hospitality and Tour Representatives provide exceptional VIP level concierge services for Premium guests during event days and conduct arena wide public and private tours during non-event days. Hosts have the unique opportunity to act as the official arena ambassadors and share our story through informative facts, engaging content, open discussions, and world-class storytelling. Think of your best hospitality experience and help us recreate it for our guests!

Essential Duties & Responsibilities:

• Conduct arena-wide public and private tours during pre-event and non-event days, as needed, on occasion.
• Host Climate Pledge Arena guests in our Premium Suites and Lounges and conduct public and private tours of the arena, as needed, on occasion.
• Meet and greet Premium guests upon arrival and escort them to their Suite or Lounge.
• Ensure Premium spaces and surrounding areas are show ready before, during, and after each event.
• Assist Hospitality Supervisors with set up, delivery and fulfillment of special requests including personal shopping and suite decoration.
• Respond to and/or escalate guest queries, complaints, concerns, and compliments.
• Escort tour guests around Climate Pledge Arena, following a pre-determined itinerary.
• Confidently speak in front of large visitor groups and answer questions.
• Identify opportunities to create memorable experiences for special occasions like birthdays, anniversaries & other celebrations.
• Ensure ticketing, check-in, dispatch processes and guided tours maintain an acceptable pace and are on time.
• Maintain working knowledge of the Seattle Kraken, Seattle Storm, Seattle PWHL, Climate Pledge Arena Tour Experience, and ticketed event programming.
• Assist with ADA needs and provide accommodations for guests.
• Representatives may be assigned or reassigned to any of these positions or additional duties on an event-by-event basis.

Required Experience & Qualifications:

• 50% event and tour availability commitment each month, including 50% of priority events as determined by management

• Excellent verbal communication and public speaking skills.
• Ability to quickly build rapport and engage with guests.
• Ability to memorize and recite scripts, facts, information, and stories.
• Demonstrated ability to follow instructions and work in a fast-paced environment.
• Knowledge of principles and processes for providing premium and concierge services.
• Must be 18 years of age or older.

Preferred Experience & Qualifications:

• Previous experience in a customer service-based industry.
• Previous experience as a tour guide, public speaker, or actor/performer.
• Previous experience within a sports, entertainment, or related field.
• Previous Concierge experience in hotels or similar environments.

Working Conditions:

• Must be able to work a flexible schedule inclusive of weekends, nights, and holidays.
• Frequent bending, lifting 15-20 pounds, exposure to multiple external elements, extensive walking and standing for long periods of time or ability to navigate the arena with an accessible device/ equipment to provide a full tour given the conditions listed above.

Compensation:

• In accordance with the Washington State Equal Pay and Opportunity Act, and the CBA for Teamsters 117, the expected base pay for this position is $26.57 per hour.
• This role is classified as part-time, non-exempt.

Benefits & Perks:

• Company-wide recognition program
• Company-paid Orca transit card
• Complimentary parking
• Team Store discount on select days
• Employee meal perks

*This role is represented by Teamsters 117 and union membership is required for this role

Our Commitment to Diversity, Equity, and Inclusion in Hiring:

Climate Pledge Arena aspires to write a new playbook in sports and entertainment that includes everyone. In alignment with this vision, if you don’t meet every job requirement listed—or if you haven’t worked in the industry or are still learning about the industry—we still encourage you to apply. We understand you may bring other relevant experiences and expertise to help us become the highest performance organization we can be. One of our core values is ‘Make Us Better’ and we recognize diversity, equity and inclusion as a critical business strategy.

If you’d like to request an accommodation in the application or interview process, please let us know by emailing: jobs@climatepledgearena.com.

Seattle Hockey Partners, LLC and Seattle Arena Company, LLC are proud to be an equal opportunity workplace. We do not discriminate on basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or any protected category prohibited by local, state or federal laws.