Job Title: KSE Venue Tour Guide

Department: Guest Experience 

Business Unit: KSE

Location: Denver, CO (Ball Arena & DICK’S Sporting Goods Park) 

Reports To: Manager, Guest Experience 

Employment Type: Variable Hour – Hourly – Non-Exempt

Supervisor Position: No

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Kroenke Sports & Entertainment (KSE) is an American Sports and Entertainment holding company based in Denver, Colorado. KSE is committed to providing world class sports and entertainment for both live and broadcast audiences. We are the employer of choice as the owner and operator of Ball Arena, DICK’S Sporting Goods Park, the Paramount Theatre, Denver Nuggets (NBA), the Colorado Avalanche (NHL), Colorado Mammoth (NLL), Colorado Rapids (MLS), KIMN,KXKL, KKSE (FM/AM), Altitude Sports & Entertainment, Major League Fishing/Fishing League Worldwide (MLFLW), Winnercomm, Outdoor Sportsman Group and SkyCam. 

Nature of Work:

Ball Arena and DICK’S Sporting Goods Park are world class sports and entertainment venues that are home to the Denver Nuggets, Colorado Avalanche, Colorado Mammoth and Colorado Rapids. Our tours are a fun way for both adults and kids to learn about how we convert the Ball Arena floor from hockey to basketball, what makes the design of DICK’S Sporting Goods Park unique, and what it takes to host over 250 events a year at multiples venues. KSE Venue Tour Guides will be responsible for sharing the history and fun facts of our venues as well as answering guest questions. Positive energy and enthusiasm are expected. Program is focused on Ball Arena currently, but will be expanding to DICK’S Sporting Goods Park soon!

Examples of work performed:

• Provide guided walking tours of Ball Arena and DICK’S Sporting Goods Park
• Conduct tours within the time allotted by the daily tour schedules
• Have an upbeat, energetic personality and have a positive, team-oriented, professional attitude
• Memorize multiple different tour scripts and routes
• Be dependable and arrive for each tour shift as scheduled
• MUST be comfortable managing and speaking in front of large groups
• Maintain the highest possible level of customer service using KSE Memorable Moments program S.E.T.S values
• Have general knowledge about teams, venues, and events
• Utilize equipment and technology systems to scan and check-in tour guests
• Attend all trainings and follow policies as defined by management and outlined in the Tour Guide Handbook
• Adhere to additional policies and protocols established by the company
• Coordinate with Guest Experience Manager for tour route availability
• Maintain professional relationships with all departments in the venue
• Utilize a radio to communicate with other staff members
• Ability to work a varied, part-time schedule (primarily weekday during business hours, occasional nights and weekends)
• Ability to work independently with minimal supervision
• Assist Guest Experience Management with additional projects as needed

This description is a summary only and is describing the general level of work being performed, it is not intended to be all-inclusive. The duties of this position may change from time to time and/or based on business needs. We reserve the right to add or delete duties and responsibilities at the discretion of the supervisor and/or hiring authority. 

Working Conditions & Physical Demands:

• Walking and standing for the majority of the shift/day
• Independent work
• Ability to stand and move for long periods of time both indoors and outdoors in varied weather conditions
• Public speaking in large group settings
• Availability during business hours and occasional non-business hours if needed

Qualifications

• Minimum
  1. High school diploma or GED required
  2. 1+ year of work experience required
  3. General proficiency in word processing and excel spreadsheet programs; must have email access
  4. Upbeat, energetic personality and have a positive, team-oriented, professional attitude
  5. Applicants must meet minimum qualifications at the time of hire
• Preferred
  1. Bilingual skills 
  2. At least 1+ year of customer service or closely related experience preferred
  3. Previous tour guide/ambassador experience preferred

Competencies/Knowledge, Skills & Abilities

• Ability to walk for 90 minutes at a time 1-3 times per day, including around venue concourses, up and down stairs, hold doors for guests, etc.
• Ability to operate tablet to check in tour guests
• Ability to utilize radio communication
• Ability to maintain positive attitude and demonstrate professionalism
• Ability to maintain a high level of confidentiality
• Ability to work independently & in a group setting and demonstrate good judgment skills
• Ability to communicate effectively orally and in writing
• Possesses excellent interpersonal skills
• Ability to multi-task, prioritize and adapt to changing environments

Compensation

• Base hourly rate $21.00/Hour 

 Benefits

• 401k/Employer Match

Equal Employment Opportunity

Kroenke Sports & Entertainment (KSE) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.