Guest Services Representative

Who We Are:

On Location is a premium experience provider, offering world class hospitality, ticketing, curated guest experiences, live event production, and travel management across sports, entertainment, and fashion. From unrivaled access for corporate clients to guests looking for fully immersive experiences at marquee events, On Location is the premier and official service provider to over 150 iconic rights holders, such as the IOC (Paris 2024, Milano Cortina 2026, LA 2028), NFL, NCAA, UFC and PGA of America, and numerous musical artists and festivals. The company also owns and operates a number of unique and exclusive experiences, transforming the most dynamic live events into a lifetime of memories. On Location is a subsidiary of Endeavor, a global sports and entertainment company.

Endeavor is a global sports and entertainment company, home to many of the world's most dynamic and engaging storytellers, brands, live events, and experiences. The Endeavor network specializes in talent representation through entertainment agency WME; sports operations and advisory, event management, media production and distribution, and brand licensing through IMG; live event experiences and hospitality through On Location; full-service marketing through global cultural marketing agency 160over90; and sports data and technology through IMG ARENA and OpenBet. Endeavor is also the majority owner of TKO Group Holdings (NYSE: TKO), a premium sports and entertainment company comprising UFC and WWE.

Overall Scope of Role

Our Guest Service Representatives primary responsibility is to assist our clients in getting to and from their event destination according to their budget and itinerary. This position will mostly handle incoming calls; in a professional, efficient, friendly manner. Key characteristics for success include strong organizational, telephone etiquette and customer service skills. This individual must also possess the ability to manage multiple tasks and projects at the one time. This person should be sports-oriented, demonstrate a desire to learn and grow, and offer ideas and suggestions to streamline event processes.

Essential Functions & Responsibilities

Primary Responsibilities

• Sell tickets and travel packages for major sporting events, such as the Super Bowl, the NCAA Final Four, the Rose Bowl, the UFC, the Daytona 500, and the Ryder Cup
• Answer phone calls (25+ daily) from clients
• Provide exceptional customer service and professionalism when interacting with vendors, guests, partners, clients, and peers
• Respond to various forms of communication from clients, including email and live chat
• Be able to work some weekends, and be able to work extended hours during seasonal busy periods
• Work with clients, as needed, to identify specific needs and expectations; special/custom product fulfillments
• Maintain continuous knowledge of events and partnerships to recognize product, market, and service-related trends in the industry
• Understand and achieve profitability goals as it relates to product fulfillment and event packages
• Investigate and resolve specific issues related to clientele; identify and escalate priority issues; and route calls/issues to the appropriate resource

Administrative & Other Responsibilities

• Other general administrative duties (e.g., order processing, data entry, etc.) as assigned

Other Duties & Responsibilities

• This job description is not designed to cover or contain a comprehensive listing of the employee's activities, duties, or responsibilities for this job. Duties, obligations, and activities may change at any time with or without notice.

Travel

• Must be adaptable with work and travel schedule and be available to travel for work during holidays. This position may require up to 25% travel.

Qualifications

Required Education and/or Experience

• G.E.D. or high school diploma
• Experience in a customer service position (minimum of 2+ years) preferably in sports and/or travel and hospitality industry
• Strong organizational, telephone etiquette, and customer service skills
• Attention to detail and accurate data entry and typing skills
• Exceptional interpersonal skills – a collaborative style and ability to communicate effectively at all levels with strong oral, written, and presentation skills
• Ability to multi-task within a high-pressure environment;
• A proven record of accomplishment of strong personal effectiveness in which imaginative and distinctive service have been demonstrated
• Continually strive for self-development and discovering better means of accomplishing both personal and professional goals

Preferred Education and/or Experience

• Bachelor's Degree in Sports Management, Business or a related field strongly preferred
• Knowledge of Event Operations and Travel & Hospitality
• Must be empathic to customers' needs

On Location is part of the Endeavor network.

Our Core Vales

As the leading experiences company in the world, we strive to be the most innovative and passionate — the best of the best. We uphold these values in our quest for excellence:

• Exceed all service expectations with our customers, our partners, and each other.
• Create value by enriching people's lives.
• Do the right thing and bring others along with us — always.
• Propel the power of diversity, in thought, team and experience.
• Partner to generate win-win solutions.
• Ignite and empower our team's entrepreneurial spirit.
• Exude respect and gratitude — treat others as you would want to be treated.

On Location's operations include: Anthony Travel, CID Entertainment, Future Beat, Kreate Inc, PrimeSport and Steve Furgal's International Tennis Tours.

Endeavor unites and brings people together in our love of sport, culture, and entertainment. We understand this can only be accomplished when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture, we strive to reflect the world's diverse voices.  

Endeavor is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, or religion or belief.