Casual Premium Host - AO Arena, Manchester
We are ASM Global, and we host breath-taking live events at our venues around the globe. Our impressive network of over 350 Stadiums, Arenas, Conference Centres and Theatres has welcomed some of the World’s most exciting Music Artists and Sporting Events. Our vision is to connect the world through inspiration, innovation, and imagination to realise the potential of the spaces and places that unite people.
About the AO:
The AO Arena has welcomed over 30 million guests and thousands of World-renowned artists since opening its doors in 1997. It has played a vital role in shaping Manchester’s music scene and has supported artists from back-rooms to the main stage. With its £50 million redevelopment, the new look AO Arena will attract more artists and more fans, for many years to come.
Made in Manchester, Made for Manchester.
AO Manchester is operated by ASM Global, the world’s leading venue management and services company, connecting people through the power of live experiences.
About the Role:
Responsible for delivering a great guest experience through positive and engaging interactions with our guests, our Premium and Special Events host is a representative of the company, demonstrating brilliant behaviours and great values, treating each interaction with care and consistency. They are an advocate for who we are and seek to showcase what we do best during high-profile conferences, events and shows.
Trustworthy, reliable & well–presented; the Premium Hosts take the initiative to resolve issues, queries, and complaints on show nights and event days, delivering great guest experience to a high standard in our premium spaces.
An adept host collaborates with General Admission hosts, Food and Beverage teams, and Event Managers to deliver consistent service and work together, driving a better team dynamic.
They are keen communicators providing regular updates to the supervisor on duty and completes end of show reporting, flagging any issues through the appropriate channels for continuous improvement.
Contingent on their placement; they are responsible for receiving guests, handling general customer service and information enquiries, resolving ticketing enquiries and handling accessibility queries, including receiving and managing feedback.
To be successful as a front-of-house team member, you should be outgoing, personable, and adept at stress management. Remarkable Arena Hosts will aim to provide best-in-class memorable guest experiences because of all their interactions.
Arena Host Responsibilities:
* Handling general enquiries such as wayfinding, ticketing, and accessibility needs.
* Operates in the premium areas on show nights but is flexible to support elsewhere when required.
* Directing and guiding guests to their seats/suites and around the building – happy to help and approachable in all premium spaces.
* Proactive in approaching guests to have a chat and influence their evening positively; looking for ways to surprise and delight.
* Ability to upsell and upgrade guests with confidence.
* Working alongside the security stewards to keep guests safe and meet security protocol.
* Collaborates with F&B, Guest Experience and Event Managers to ensure continuous improvement of the standards we deliver.
* Responsible for providing exceptional service in premium areas during show nights, ensuring a high-quality experience for VIP guests and high-profile attendees.
* Required to work in all/general public areas for a variety of other events, including special events, conferences, and exhibitions.
* Flexibility to adapt to different event environments, maintaining consistent professionalism and service standards across all settings.
* Assist in setting up and managing both premium and general areas, ensuring they meet the specific needs and expectations of each event type.
* Supporting guests with seat allocation and resolution of guest needs.
* Be the expert in our arena, i.e., understanding the layout of the building, nearest entrances and exits, having great product offering and price knowledge, ability to add value and upsell where appropriate.
* Brand Ambassador – always on the ball with the look and feel of our spaces taking ownership to keep areas clean, and tidy, and exceeding our brand standards.
* Providing guests with excellent guest service and support.
* Deliver effective complaint resolutions to avoid escalations, support security and stewarding, and understand when to escalate.
* Understand operational processes and procedures to assist with guest enquiries appropriately and ensure the delivery of a great event.
* Work closely with the Special Events and Conferencing Event Manager to understand event briefs and requirements.
Arena Host Requirements:
* Proven experience in the position of interest.
* Well-presented and in uniform.
* Excellent verbal communication.
* Great interpersonal and teamwork skills, always approachable and happy to help.
* Ability to remain composed, particularly during stressful or uncomfortable circumstances.
* Great at decision-making and thinking on feet.
* Availability to work evenings, weekends, and holidays.
* Seeks to continuously improve guest experience.
* Self–aware and able to accept feedback and act on it.
* Willingness to perform additional duties to facilitate the business operations, as needed.
* Ability to engage with diverse audience profiles, tailoring communication, and interaction styles to meet the needs of various guest types.
* Comfortable and professional in corporate environments, such as conferences and business events, ensuring a formal and polished manner.
* Ability to switch to a more relaxed and approachable style for informal settings, such as concerts and entertainment events, to create a welcoming atmosphere.
* Keen awareness of different cultural and social dynamics, ensuring respectful and effective engagement with all guests.
* Proven track record of managing interactions with both high-profile corporate clients and public attendees, delivering exceptional service in both contexts.
What We Offer:
* Supporting the venue when hosting huge events for world-famous Musicians, Comedians, Sporting Events and much more!
* Great rate of pay (above minimum wage)
* Flexible working arrangements- you can choose your shift pattern to work around your other commitments improving your work-life balance.
* Paid every 2 weeks for the shifts you have worked.
* Our casual employees make up the largest part of our workforce from people across the city, it’s a great place to make friends and socialise in a different environment.
Recruitment Process Outlined:
* 1st Stage- You will be contacted by a member of ASM Global to discuss the vacancy.
* 2nd Stage- You will be invited into our venue for one of our Recruitment days, so we get to know you a bit better beyond your CV.
Inclusive Workplace:
At ASM Global, we are committed to leading the entertainment industry towards a greener, faster, and more innovative digital future. There’s never been a better time to join our team. We aim to be an inclusive organisation, trusted and admired by our employees, customers, and suppliers. Join us and make a significant impact from day one.
We are committed to active inclusion, diversity, and equal opportunities. This commitment begins with our recruitment and selection process. We welcome discussions about flexible working arrangements.
If you need reasonable adjustments at any stage of our recruitment process, please let us know in your application. We are dedicated to providing a fair and transparent assessment process and will do our utmost to accommodate your needs.
How to Apply
Please download and complete the Employment Application Form.
Submit your completed forms to:
recruitment@eu.asmglobal.com ensuring that you detail the role that you are applying for.
Please note incomplete applications will not be considered.
Position: Casual Premium Host
Salary: Competitive
Working Hours: Flexible
Location: Manchester
Closing Date
30/01/2025
Downloads
* ASM Global Employment Application Form
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