What are the responsibilities and job description for the Guest Experience Attendant position at Tampa Bay Lightning?
Job Summary
The Guest Experience Attendant plays a vital role in ensuring every guest enjoys a safe, clean, and memorable experience. This position embodies Vinik Sports Group’s commitment to World Class Service by creating a welcoming environment and delivering exceptional hospitality at every event.
Whether assisting guests in premium spaces, scanning tickets, providing wheelchair escorts, or serving as an usher throughout the venue, the Guest Experience Attendant is a front-line representative of VSG’s dedication to excellence — ensuring all visitors have a positive and engaging experience, regardless of the team, show, or performance taking place.
Essential Duties & Game/Event Responsibilities
Warmly greet and welcome all guests upon arrival, ensuring a positive first impression.
Assist guests by scanning their tickets upon entry and ushering them to their assigned seats.
Engage guests in a friendly and professional manner to create an enjoyable experience.
Ensure all guests adhere to the Fan Code of Conduct and venue policies.
Provide accurate directions, event information, and general assistance as needed.
Escort guests safely to and from their seating locations using proper wheelchair handling procedures.
Communicate courteously with guests regarding wait times or assistance requests.
Follow radio etiquette and return wheelchairs promptly after each use.
Provide coverage for teammates during scheduled breaks and maintain area awareness.
Communicate effectively with supervisors and team members to ensure smooth event operations.
Uphold all company policies, including access control, guest service, and safety standards.
Ensure a well-groomed and professional appearance is maintained throughout all scheduled work hours.
Maintain a courteous and helpful demeanor at all times.
Perform other duties as assigned to support the Guest Experience department and overall event success.
Manage access control for multiple premium spaces.
Affix wristbands, scan tickets, and monitor for unauthorized access.
Support post-event social periods in designated premium areas when applicable.
Safety, Cleanliness & Event Operations
Provide a clean and safe environment for all guests
Keep aisles, vomitories, and entryways clear for guest safety
Operate venue elevators safely and courteously during events and games.
Report maintenance, cleanliness, or safety concerns promptly to a supervisor.
Follow all venue safety, accessibility, and emergency response procedures.
Qualifications
Six months previous experience in guest services, hospitality, event operations, or a related field preferred. Exceptional interpersonal and customer service skills with a focus on guest satisfaction.
Strong problem-solving abilities and sound judgment, especially when resolving guest concerns or de-escalating situations.
Excellent verbal, written, and oral communication skills.
Strong skills with the ability to take direction, execute tasks efficiently, and support team goals.
Positive, team-oriented attitude with a commitment to professionalism and collaboration.
Ability to remain calm, focused, and composed in fast-paced or high-pressure environments.
Working Conditions
Must be able to stand on feet for extended periods, walk long distances, and climb stairs as required.
Must be able to communicate clearly and effectively in the English language.
Ability to work in environments that may become crowded with guests, equipment, and event staff.
Comfortable working around special effects including, but not limited to haze, strobe lights, lasers, and similar production elements.
Ability to perform duties in loud or high-energy environments.
Must be able to lift and carry items weighing up to 50 pounds.
Ability to walk up to 0.5 miles to and from designated employee parking areas, including during high-traffic periods and in varying weather conditions.
Must have the flexibility to work long hours, nights, weekends, and holidays as required by the event schedule.
Ability to work in varied temperature conditions, both indoors and outdoors, including hot or cold environments.
Must be able to work comfortably at high heights
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
