Guest Experience Greeter

The Miami HEAT and Kaseya Center are seeking enthusiastic, guest-focused individuals to help ELEVATE the experience of every guest who visits our arena.

As a Guest Experience Greeter, you are a frontline ambassador and one of the first welcoming faces our guests encounter. Your polished presence, professionalism, and hospitality mindset bring our Common Purpose to life: Uniting and Empowering People to Create Extraordinary Moments.

You will play a critical role in delivering a premium, seamless guest experience through arrival, entry, and navigation support—ensuring every guest feels welcomed, informed, and excited for the event ahead.

Essential Duties

ESSENTIAL FUNCTIONS: The following are examples of the various functions required. The job requirements are not limited to the items on this list:

• Guest Greeting - Deliver a polished arrival experience by proactively making eye contact with each guest, offering a warm premium greeting, and setting a positive tone while directing guests using an open palm and outstretched arm to their next destination, followed by a gracious closing greeting to enjoy the game and/or event.

• Ticket Verification - Confirm all guests age 2 and older have valid tickets and accurately read and scan mobile or physical tickets for correct event, date, and entrance.

• Access Control - Permit entry only when the pedestal or handheld scanner displays a valid green indicator.

• Escalator Safety - Monitor escalator landings, ensure safe guest movement, and activate the emergency stop button when necessary.

• Elevator Landing Coordination - Communicate via radio with elevator personnel and help preserve a premium access experience by ensuring elevators are reserved for premium guests and those with limited mobility.

• Wayfinding Support - Provide confident, concierge-style directional assistance by guiding able-bodied guests to stairs or escalators and directing all guests to seating sections, Guest Services, First Aid, retail locations, premium spaces, and other arena amenities.

• Seating Oversight - Ensure only authorized guests enter designated sections and that aisles and vomitories remain clear.

• Policy Enforcement - Uphold venue, NBA, and event-specific policies with professionalism, discretion, and a hospitality-first approach, adjusting as needed for concerts, shows, and HEAT games.

• Event Support - Assist with egress, giveaway distribution, and elevated guest farewell messaging at the end of events.

• Operational Readiness - Maintain knowledge of arena layout, upcoming events, and emergency procedures.

• Emergency Response - Direct guests to safe evacuation routes when required.

Pre-Event Preparation - Perform pre-event inspections of your assigned area, review event details, and report to post prior to doors opening to welcome guests with a warm acknowledgment for each guest and or party.

Post-Event Responsibilities - Fold and store chairs or assist with other tasks as assigned, inspect your assigned area, and report any concerns, damages, or safety issues to your Coach or Management before being dismissed.

Premium Service Duties

• Deliver Elevated Guest Service — Consistently provide a hospitality-driven experience by proactively engaging guests, anticipating needs, and exceeding expectations through polished, attentive service.

• Serve as a Brand Ambassador — Represent the organization with professionalism, enthusiasm, and integrity at all times, reinforcing a unified and Premium Service Culture.

• Proactive Guest Engagement — Create meaningful touchpoints by acknowledging every guest, offering assistance before it is requested, and ensuring a seamless entry and navigation experience.

• Operational Excellence — Execute all duties with precision, urgency, and accountability while maintaining compliance with venue policies and safety standards.

• Adaptability in a Dynamic Environment — Demonstrate composure and sound judgment in fast-paced, high-volume environments while prioritizing guest satisfaction.

• Collaborative Team Contribution — Work cohesively with fellow team members and leadership to deliver a consistent, high-quality experience across all touchpoints.

Schedule

• Part-time, event-based role (HEAT games, concerts, special events)
• Evening availability required (as early as 5:30 PM through midnight)
• Must be available weeknights, weekends, and holidays year-round

Qualifications

• Passion for delivering exceptional, hospitality-driven service
• Professional, polished, guest-first presence
• Strong communication and interpersonal skills
• Ability to thrive in a fast-paced, high-energy environment
• Customer service or hospitality experience preferred
• Bilingual (English/Spanish) strongly preferred