The Guest Experience Representative plays a pivotal role in enhancing every fan's interaction with the Miami HEAT, ensuring unforgettable moments at Kaseya Center. This position directly impacts the organization's reputation for world-class hospitality, supporting the team's mission to deliver thrilling basketball experiences and build lasting fan loyalty in the vibrant Miami community. As a Guest Experience Representative, you will greet fans warmly upon arrival, guide them to their seats, and assist with any entry-related questions to kick off their game day perfectly. Daily, you'll patrol concourses during events, proactively addressing guest needs like directions, concessions assistance, or lost item recovery, collaborating closely with security, ushers, and event staff to maintain smooth operations. Weekly tasks include participating in pre-event briefings to prepare for unique game themes or promotions, while monthly you contribute to fan feedback analysis, helping refine service protocols based on surveys and metrics such as Net Promoter Scores targeting 90% satisfaction. You'll manage premium seating areas for VIPs, ensuring personalized touches like expedited service, and handle escalations calmly during high-pressure moments like playoffs, reporting incidents to supervisors for swift resolution. Expect to interact with diverse groups, from families to corporate clients, fostering positive word-of-mouth that boosts ticket sales and season memberships. Candidates should have a high school diploma or equivalent, with at least one year of customer service experience in high-volume environments like sports venues, retail, or hospitality. Familiarity with event management software or POS systems is a plus, though training will be provided. Previous exposure to sports or entertainment industries is highly valued, along with any certifications in CPR, first aid, or crowd management to ensure safety compliance. Strong bilingual abilities in English and Spanish are advantageous given Miami's diverse fanbase. Exceptional communication skills are essential, enabling clear interactions amid noisy arenas and diverse crowds. You must exhibit empathy, patience, and problem-solving prowess to turn potential complaints into raving endorsements. Technical aptitude with mobile devices for ticketing apps and radios is key, complemented by physical stamina for standing shifts and navigating stadium stairs. Team-oriented mindset thrives here, with adaptability to irregular hours including nights, weekends, and holidays. The Miami HEAT, a cornerstone of South Florida sports since 1988, boasts four NBA championships and a passionate global fanbase. Our collaborative team environment at Kaseya Center emphasizes innovation, inclusivity, and high energy, where your contributions fuel sold-out games and community initiatives. Embrace a culture of excellence, pride, and fun that celebrates diverse talents in a dynamic, fast-paced setting. Compensation is competitive and not specified in the posting, reflecting industry standards for guest services roles. Comprehensive benefits include medical, dental, and vision insurance, 401(k) with matching, paid time off, and employee discounts on tickets and merchandise. Enjoy perks like flexible scheduling around events, onsite fitness access, and tuition reimbursement for career growth. Advance your career through internal promotions to supervisor roles or premium hospitality positions, with ongoing training in leadership and fan engagement. Professional development includes workshops and NBA certifications. Apply now via the Miami HEAT careers portal to join our championship journey.