Pay Rate: $17.69 per hour

COMPANY SUMMARY

At Pacers Sports & Entertainment (PS&E), we are dedicated to delivering best-in-class sports and entertainment experiences while making a positive impact on our community. As the home of the Indiana Pacers, Indiana Fever, Indiana Mad Ants, Pacers Foundation, Gainbridge Fieldhouse, and the WNBA 2025 All Star Weekend, we strive to exemplify our core values of Respect, Teamwork, Trust, Passion, and Excellence in everything we do. Our mission is to create memorable moments for our fans and foster a culture of inclusivity and excellence both on and off the court. Our purpose is Winning, Serving, and Entertaining.

JOB SUMMARY

We are seeking dedicated Guest Service team members who will act as the concierge of Gainbridge Fieldhouse, delivering the highest level of guest service and satisfaction. Our goal is to be the best team in the building when it comes to guest service. We strive to make every visit to the Gainbridge Fieldhouse memorable. The ideal candidate will be a white-glove individual, catering to the exceptional level of service we aim to achieve.

Guest Service team members are tasked with passionately and proactively engaging with our guests during games and events. You will need to have an in-depth knowledge of the building and all the events taking place. This position involves assisting guests and making their experience memorable in a positive way. From the moment guests arrive, our team members will display enthusiasm and engagement, providing clear and concise answers and details. Ideal candidates are those who want to provide world-class experience for all guests, have joy in helping others, and support memorable moments. A warm smile will be a uniform requirement!

ESSENTIAL DUTIES / RESPONSIBILITIES

• Proactively engage with guests in a professional, hardworking, outgoing, and friendly manner utilizing our “ELEVATE” principles.
• Answer questions during all events occurring at Gainbridge Fieldhouse.
• Be knowledgeable about all aspects of Ticketmaster, Pacers, and Fever mobile ticketing process
• Assist guests with cash to card transactions, their credit cards, and their Mobile Wallet to allow for a seamless experience at concession stands and merchandise stores.
• Help increase mobile app usage by encouraging guests to explore all features of the Pacers and Fever apps.
• Field questions and address inquiries related to accessibility needs. Ensure you understand the basics of the Americans with Disabilities Act (ADA) in a public facility and can assist guests with those needs as they arise.
• Direct restroom and concessions lines in a friendly manner, as needed, to shorten guest waiting times and to improve efficiency.
• Enhance the guest experience through various programs such as first game buttons, and surprise and delight gifts.
• Complete annual KultureCity training and provide knowledge of the sensory room and sensory bags.
• Address, respond to, and resolve concerns during and after each event while upholding the highest standard of guest service.
• Work with department management to create and execute service recovery plans.
• Manage all Lost & Found items during events using an electronic tracking system.
• Assist with emergency procedures as defined by PS&E.
• Attend all the annual training required for part-time employees.
• Assist with monitoring events in the Gainbridge Fieldhouse Command Center.
• Demonstrate initiative and show strong decision-making skills.
• Collaborate with other employees to champion strong teamwork.
• Maintain a comprehensive understanding of the building layout, including all entrances, exits, amenities, and emergency procedures.
• Stay updated on all upcoming events, promotions, and special activities to provide accurate information to guests.
• Provide personalized recommendations and assistance to enhance the guest experience in the venue.
• Handle guest complaints and issues with professionalism and empathy, ensuring a positive resolution.
• Assist with crowd control and ensure the safety and comfort of all guests during events.

AVAILABILITY REQUIREMENTS:

Most shifts will be determined by the events at Gainbridge Fieldhouse. The number of games worked during the Pacer’s season will range from 25 to 50, while the Fever season will involve 15 to 30 games. Additionally, Gainbridge Fieldhouse events will range from 25 to 50. Some months will be busier than others, so schedule flexibility is crucial.

• Availability and willingness to work extended hours, including nights, holidays, and weekends.
• The approximate number of hours worked per week will be 0 to 25, depending on the Gainbridge Fieldhouse game/event schedule.
• Must be available to work at least 50% of events each month.
• Comfortable working until 12 AM-1 AM on occasion.
• Able to report to Gainbridge Fieldhouse by 7 AM for certain events.
• Have both AM and PM availability for some all-day events throughout the year.
• Ability to arrive for shifts up to two hours before the start of the game or event.
• Punctuality and presence for each work shift in appropriate professional attire as specified during training.
• Reliable transportation is required.

EDUCATION and/or EXPERIENCE:

• High School Diploma or equivalent; some college courses will be helpful but not required.
• Background in hospitality preferred
• Employees should possess proficient knowledge of Microsoft Word, Excel, Outlook and Windows, as well as the basic knowledge of operating a phone, radio, computer, and iPad.

QUALIFICATION REQUIREMENTS:

• Strong verbal and written communication skills.
• Ability to read, analyze, and interpret instructions and reports.
• Ability to effectively present information and respond to questions from PS&E management and the public.
• Proficient with technology including desktop computers, iPads, and smartphones.
• Effective and efficient problem-solving skills.
• The ability to defuse stressful situations in a calm tone.
• Ability to establish rapport with others and build strong interpersonal relationships.
• Ability to work well with patrons and co-workers from varied backgrounds.
• Understanding of the building's emergency plans and ability to assist guests in emergencies.
• Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions.

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL AND ENVIRONMENTAL DEMANDS

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

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use a computer, use a telephone, speak, hear, and write.

While performing the duties of this job, the noise level in the office work environment is usually moderate and the noise level in Gainbridge Fieldhouse / game environment is usually loud. The stress level may become high during certain times of the year.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, gender identity, marital status, disability status, protected veteran status, or any other characteristic protected by law.