Guest Experience Ambassador at ASM Global in Boston, MA

POSITION: Guest Service Ambassador

DEPARTMENT: Operations

REPORTS TO: Sr. Food, Beverage and Operations Manager

FLSA STATUS: Non- Exempt

FULL TIME POSITION

LEGENDS GLOBAL

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 — 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. Sound like a winning formula for you? Join us!

The Role

The Guest Service Ambassador is a dynamic and customer-focused role responsible for providing exceptional experience to all guests. This position involves ticket fulfillment, retail operations and assisting with our Magic Memories photo services. The ideal candidate will be passionate about guest service, possess excellent communication skills, and have a strong sales-oriented mindset.

Essential Duties and Responsibilities

• Ticket Fulfillment:

  • Greet guests warmly and provide detailed information about ticket package options, pricing, and special promotions.
  • Efficiently handle ticket sales, including online ticket purchase, and walk-up purchases.
  • Operate a point-of-sale (POS) ticketing system, compute receipt totals and accurately deliver to guests.
  • Assist guests with kiosk operation as needed.
  • Handle cash, convert vouchers and/or credit card transactions, make change and issue receipts, valid tickets to guests.
  • Accept and verify opening bank, process cash/credit cards from guests and record end of day receipts, prepare deposits for bank and validate deposit against ticketing system reports.
  • Ensure accurate and timely issuance of tickets, providing clear instructions on entry procedures and observatory highlights.
  • Handle cash, convert vouchers and/or credit card transactions, make change and issue receipts, valid tickets to guests.
  • Inform guests of events, closings, restrictions, and any other information necessary to make an informed ticket buying decision.
  • Address customer inquiries and resolve any ticket-related issues or concerns promptly and professionally.

• Retail Operations:

  • Assist customers in the View shop, offering product knowledge and recommendations on merchandise, including souvenirs, apparel, books etc.
  • Maintain a clean, organized, and visually appealing retail environment.
  • Process sales transactions accurately using the point-of-sale (POS) system.
  • Monitor inventory levels, restock shelves & displays, fridges, and report any shortages to the Operations Management team.
  • Maintain inventory, merchandise placement, and accurate counts.
  • Assist in end of month counting of retail inventory.
  • Assist with visual merchandising to enhance the overall View Boston shopping experience.

• Magic Memories Photo Experience:

  • Engage guests in the Magic Memories photo experience area, explaining our photo package options for a special offer.
  • Capture high-quality photo prints for our guests, using the provided equipment and ensure their satisfaction with the print.
  • Process photo orders, including printing and providing instructions on digital delivery, while ensuring quick and efficient service.
  • Promote and upsell photo packages, increasing revenue through value-added services.

• Customer Service:

  • Always provide exceptional customer service, ensuring positive and memorable experiences for all guests.
  • Address and resolve customer complaints or issues with a calm and professional demeanor.
  • Share knowledge about View Boston’s exhibits, events, and technology to enhance the guest engagement.
  • Perform other duties, tasks and responsibilities as assigned by management.

QUALIFICATIONS

To perform this job successfully, the candidate must be able to perform each essential duty above at the highest levels. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• To perform this job successfully, the candidate must be able to perform each essential duty above at the highest levels. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• High school diploma or equivalent; additional education or training in retail, sales, or customer service is a plus.

• Previous experience in ticket sales, retail or attractions is preferred.

• Excellent communication and interpersonal skills.

• Strong sales skills with a customer-focused approach.

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

• Proficiency with Point-of-Sale (POS) systems and basic computer skills.

• Proficiency with cash handling – operating a cash register with precision and accuracy.

• Passion for the city of Boston and a desire to share that passion with guests.

• Ability to stand for extended periods of time and handle physical activities such as lifting and moving merchandise.

• Comfortable working in a fast-paced environment.

Education and/or Experience:

• High School Diploma or Equivalent.
• 2-4 years’ experience in customer service, hospitality, travel, tourism, or attractions preferred.

Skills and Abilities:

• Strong verbal communication and interpersonal skills.
• Comfortable engaging with individuals and groups in a fast-paced setting.
• High level of demonstrated professionalism and customer service.
• Passion for Boston’s culture, history, and landmarks.
• Ability to memorize historical and technical information.
• Multi-lingual or sign language capabilities a plus.
• Entrepreneurial spirit, energetic and outgoing personality with a creative, and a proactive approach to work.
• Ability to stand or walk for extended periods and work a flexible schedule including weekends, evenings, and holidays.

COMPENSATION

Competitive salary, commensurate with experience, and a generous benefits package that includes medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.

WORKING CONDITIONS

Location: On Site, View Boston

PHYSICAL DEMANDS

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.

NOTE:

The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

Legends Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.