What are the responsibilities and job description for the Guest Experience Representative position at Miami HEAT?
The Miami HEAT and Kaseya Center are seeking enthusiastic, guest-focused individuals to deliver a best-in-class, hospitality-driven experience for every guest.
As a Guest Experience Representative, you are a frontline ambassador responsible for creating seamless, elevated, and memorable experiences across all areas of the venue. Your professionalism, anticipation of guest needs, and commitment to excellence bring our Common Purpose to life: Uniting and Empowering People to Create Extraordinary Moments.
You will play a critical role in shaping first impressions, enhancing the guest journey, and delivering a Premium Guest Experience from arrival through departure.
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.
As a Guest Experience Representative, you are a frontline ambassador responsible for creating seamless, elevated, and memorable experiences across all areas of the venue. Your professionalism, anticipation of guest needs, and commitment to excellence bring our Common Purpose to life: Uniting and Empowering People to Create Extraordinary Moments.
You will play a critical role in shaping first impressions, enhancing the guest journey, and delivering a Premium Guest Experience from arrival through departure.
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.
- Greet, welcome, and direct guests in a warm, professional, and proactive manner both inside and outside Kaseya Center, creating positive first and lasting impressions aligned with elevated service standards.
- Deliver premium hospitality service through personalized interactions, anticipatory service, and consistent engagement using positive body language, eye contact, and clear communication. Treat every interaction as a guest experience moment, not a transaction.
- Assist guests across the venue with questions, concerns, and needs, including those at Guest Services booths, entry points, the West Plaza Ramp, and outside Box Office windows with mobile ticketing issues. Proactively support wayfinding by providing clear, confident directions and helping guests locate seating areas, premium spaces, restrooms, elevators, and amenities.
- Support premium service delivery in lounges, suites, and club areas by providing white-glove service, anticipating guest needs, and ensuring smooth transitions throughout the guest journey from entry to departure. Collaborate with Premium Services, Food & Beverage, Security, and other teams to deliver a seamless and elevated experience.
- Verify tickets, credentials, and access levels accurately while ensuring only authorized guests enter designated or restricted areas. Maintain awareness of guest flow, manage lines and entry points, and assist in reducing crowd congestion to support efficient and safe operations.
- Respond to guest concerns, complaints, and safety issues in a timely, friendly, and professional manner. Demonstrate empathy and ownership in service recovery situations, de-escalate issues calmly, and resolve concerns or escalate appropriately to ensure guest satisfaction. Document guest feedback, suggestions, and incidents as required.
- Assist with operational support functions including checking prohibited items (bags, backpacks, cameras, strollers), facilitating relocations for guests requiring ADA accommodations or seating adjustments, and supporting programs such as the designated driver initiative.
- Maintain a safe, inclusive, and accessible environment by monitoring surroundings, reporting concerns, and supporting ADA pathways and accommodations in accordance with venue policies and procedures.
- Build and maintain positive relationships with guests, including Season Ticket Holders during events, and contribute to a high-quality, service-driven environment that enhances overall guest experience.
- Demonstrate a commitment to continuous improvement by identifying opportunities to enhance service delivery and the overall guest experience. Maintain working knowledge of Kaseya Center, event details, and the surrounding area to better assist guests.
- Communicate effectively and consistently with supervisors, team members, and cross-functional partners. Respond promptly to requests from leadership and colleagues, support team members during high-volume periods, and participate in pre-event briefings and ongoing training.
- Consistently uphold premium service expectations by anticipating guest needs, personalizing interactions, exceeding expectations, maintaining professional appearance and composure, and balancing hospitality with operational accountability in access, safety, and guest flow.
- 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.
- Part-time, event-based role (HEAT games, concerts, special events)
- Must be available nights, weekends, and holidays
- Passion for delivering exceptional, hospitality-driven service
- Professional, polished, guest-first presence
- Strong communication and interpersonal skills
- Ability to remain composed in fast-paced, high-volume environments
- Customer service or hospitality experience preferred
- Bilingual (English/Spanish) preferred
- Competitive Pay Rates
- Overtime Pay (I.5 times regular rate) on Company Observed Holidays
- Paid Training
- Free Parking
- Discounted Employee Meals
- 30% discount at Miami HEAT Retail Store
- Eligible for monthly Elevate All-Star Recognition Program
- Arena Talent Experience & Department Incentives.
- End of Season Performance Bonus Program*
- must meet required criteria