Security and Guest Services Representative

Oshkosh
Seasonal

Job Title: Security and Guest Services Representative

Class: Part-Time, Seasonal, Non-Exempt

Reports to: Event Security or Guest Services Supervisor

Pay: $14.00/hour

Location: Oshkosh Arena

The Milwaukee Bucks/Wisconsin Herd are looking for dedicated people who accept diversity, equity & inclusion in a workplace where everyone feels valued and encouraged. 

It all begins with outstanding talent, It all begins with YOU! #FearTheDeer 

What We Offer:

  • Mental Health Resources
  • On-the-job Training
  • Milwaukee Bucks and NBA League Discounts

Summary:

Guest Services provides an outstanding service to thousands of guests attending games at Oshkosh Arena, while striving to achieve the organization’s mission to be the most successful, diverse, and inclusive sports and entertainment company in the world. You must embrace a flexible approach to event work and may be assigned to the following responsibilities for any given event: Greeter, Ticket Taker, Usher, Escalator or Elevator Attendant, Guest Concierge, Mobility Team Representative, Mag Officer, Gate Screener and Access Control Attendant. Each duty requires you to interact with the guests, provide information and answer guest questions, and maintain an upbeat, friendly attitude at all times.

The Mag Officer and Gate Screener will ensure the safety of our guests and employees; control the access of people and items to the Arena; monitor, screen and inspect all guests entering the Arena to prevent the entry of prohibited items such as weapons and ensure that safety is maintained; utilize walk-through metal detectors, hand wands, and flashlight probes to detect prohibited items; demonstrate a professional and courteous demeanor at all times and maintain the highest standard of customer service.

Key Responsibilities:

  • Welcome guests, provide assistance and direction for arena services, and answer any questions guests may have; interact with Arena guests in a courteous and professional manner
  • Regulate and control access to the Arena and supervise guest flow through screening checkpoints to ensure order and efficiency
  • Instruct guests about entering the building, removing items, and the baskets for personal items; ensure that no personal items are left behind
  • Effectively screen guests and their belongings for prohibited items and prevent the entry of prohibited items such as firearms; monitor guests as they walk through metal detectors; monitor/read the Arena magnetometer to identify the location of prohibited items or objections that warrant further investigation
  • Inspect equipment, bags and all other items that are carried into the Arena; use hand-held detection tool to detect weapons and other prohibited items on guests
  • Perform hand-held wand searches of guests who have triggered machine alarms or are unable to pass through metal detectors
  • Successfully present issues and information, orally and in writing, in a clear and credible manner; complete a written incident report if requested
  • Alert management of safety concerns within the Arena; identify and quickly respond to emergencies, including assisting with evacuations, according to emergency protocol
  • Enforce all Arena rules and regulations
  • Attend pre-event and other staff meetings and training sessions; perform other duties as assigned.
  • Occasionally assist with pre-event set up and post-event clean up. 
  • Perform other related duties as directed by supervisory and management team.

Qualifications

Working knowledge of customer service basics to provide friendly, courteous and efficient service; knowledge of crowd management and conflict resolution techniques; knowledge applicable fire, safety and other emergency requirements. Knowledge of Arena facilities and operations sufficient to respond to general inquiries from guests. Requires skill in both verbal and written communication, in observing situations and making decisions. 

Technical

  • Ability to read and comprehend and follow instructions, policies and procedures
  • Ability to memorize the layout of the Oshkosh Arena (seating sections, restroom and concession stand locations, attractions, etc.) in order to best assist guests.
  • Ability to learn and operate basic security equipment such as walk-through metal detectors and hand wand at screening checkpoints
  • Ability to hear the walk-through metal detector alarm
  • Physical agility to conduct hand wanding of guests from head to toe
  • Ability to work effectively with large crowds with frequently loud noises and handle difficult guest/event situations
  • Ability to interact effectively and calmly with angry and emotional guests and/or employees during intensely aggravated circumstances
  • Ability to effectively manage crises and work under pressure without loss of composure
  • Ability to make routine decision in areas of responsibility and take proper action or, when appropriate, to refer problems to a Gate Security Supervisor.
  • Ability to present and maintain neat, professional and appropriate appearance, with a manner conducive to generating a positive response from persons of any age and status
  • Ability to comprehend and follow instructions and take direction from supervisor and managers
  • Ability to read, understand and process routine information in written form

Communication/Interpersonal

  • Ability to maintain a commitment to the Company‚Äôs goals and objectives
  • Ability to establish and maintain effective working relationships with supervisors, co-workers, and the public
  • Ability to communicate effectively and clearly with guests, supervisors, co-workers and building tenants
  • Ability to maintain composure, exhibit maturity and exercise sound judgement and discretion in establishing and maintaining good relations with Arena guests
  • Ability to display initiative and to perform tasks with limited supervision
  • Ability to work effectively on a team
  • Ability to maintain patron, employee, and company confidentiality
  • Ability to stand for an entire shift. (Reasonable accommodations will be made in accordance with the Americans with Disabilities Act.)
  • Ability to walk throughout venue, up and down stairs, and on uneven surfaces, and ramps. (Reasonable accommodations will be made in accordance with the Americans with Disabilities Act.)
  • Ability to bend, work in high elevations (all levels of the arena) and enclosed spaces (including elevators).

Minimum Qualifications

High school diploma or GED. 18 Years or older. Previous experience working with the public and prior customer service experience required. Experience with crowd control at a major sports venue preferred. Candidate must be willing to work a flexible schedule, including nights, weekends and holidays as directed by the event calendar. Be available to work at least 60% of scheduled Wisconsin Herd t events each month. Must be willing to work outside in a variety of environmental conditions (heat, cold, humidity, high wind, snow, or rain).

Working Condition

While performing the duties of this position, the employee is routinely required to walk, stand for extended periods. Incumbent may be required to lift and carry items weighing up to 25 pounds. Incumbent may occasionally be required to sprint or run short distances.

Some lifting, reaching, stooping, balancing, and/or crouching may be required. The employee may occasionally be required to exert up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Visual and audio acuity are required for resolving customer service issues. Incumbent is required to have sufficient hearing ability to perceive the information at normal spoken word levels. The employee has continuous contact with the public.

This position may be subjected to adverse conditions, including possible contact from hostile people. The employee is routinely required to work with others to accomplish joint projects and to work alone on their own tasks. 

The employee is frequently subject to noise sufficient to cause the worker to shout in order to be heard above the ambient noise level. The incumbent may be exposed to a variety of environmental conditions (heat, cold, humidity, high wind, snow, or rain).

When working indoors, lighting and temperature are generally adequate. The individual filling this position must be willing to adjust their work hours based on the needs of the department and must have excellent attendance and punctuality. Hours of work will vary and can include nights, weekends and holidays as required. 

Disclaimer

All offers for employment with the Milwaukee Bucks are contingent upon the candidate having successfully completed a criminal background check. We will consider people with criminal histories in a manner consistent with the requirements of applicable local, state, and Federal laws.

The Milwaukee Bucks is an Affirmative Action and Equal Opportunity Employer, Ethnic Minority/Women/Disabled/Veteran/Gender Identity/Sexual Orientation. 

We provide our employees with a robust employee benefits plan that focuses on the mental and physical wellness of our team. We strive to offer a flexible work environment that allows our team members to be productive in both their work and home lives.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Apply

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