Guest Experience Supervisor

3 weeks ago

Portland, United States Portland Trail Blazers Part time

Brand: Rip City Management
Category: Event Operations
Department: Event Operations
Job Type: Part-Time Event
Date Posted: Aug 28, 2024

Description

Become a part of the team behind the team.

As employees of the Portland Trail Blazers at the Rose Quarter, we do more than basketball. We are blazing trails toward winning championships on and off the court. 

We are pioneers and innovators. We look for people who push boundaries, who dream, who are committed to inclusivity – who want to contribute to Rip City

As our Guest Experience Supervisor, you play a key leadership role in welcoming our guests to our venue and creating lasting memories through knowledgeable interactions. Your daily tasks and responsibilities will include leading and supervising our attendant team by coaching, providing breaks, training new teammates, and working closely with our management team prior to and throughout events.

DAY-TO-DAY: 

Supervising staff performance, which includes recognizing, coaching, motivating and evaluating teammates and Captains. Providing event feedback to management to enhance operational efficiency and improve guest and staff experiences. Lead by example embodying our service culture values, as well as evaluate, motivate, and develop Guest Experience Attendants and Captains in their demonstration of our service culture values: Care, Inclusion, Safety, and Teamwork. Entertainment drives our service culture and as a Supervisor, you would be a role model and trainer for how: Attention to detail sets us apart from other experiences. We immerse guests in an experience that is intentional and maintain environments that are clean and tidy. We share in guests enthusiasm and passion, creating a fun atmosphere for guests & teammates. We take action to correct or report distractions from the experience. We ensure our area is event-ready at all times. Being a subject-matter-expert on your area of supervision at the Rose Quarter Conducting pre-event briefings for the teammates in your area to ensure all team members understand key components of each event Continuously training Guest Experience Attendants and Captains on the responsibilities of a variety of positions such as: Ticket Taker, Usher, Wheelchair Attendant, Directional, etc. Positioning staff appropriately in key areas to best connect with guests, assist guests with navigating the building & finding their seats, and answering questions Ensuring that all guests and employees are aware of and following building policies.  Responsible for completing incident reports, nightly reports and collecting witness statements. Scheduling appropriate breaks for Guest Experience Attendants.  Assisting with crowd flow, which could include emergency situations and evacuations.  Assisting guests with special needs.  Serving as the escalation point to correct guest concerns and complaints regarding customer service-related situations. Overseeing resolution of ticketing issues, including but not limited to, seat relocation, mobile ticket disputes, and access control hardware. Being a positive influence on the team and a dedicated problem solver.Perform other duties as assigned by Guest Experience Management team

WE’D LIKE TO HEAR FROM YOU IF YOU:

Are a current Guest Experience Attendant with at least 6 months of experience in the department. Have a minimum of 1-year customer service experience, preferred.Are a minimum of 18 years old. Have a genuine love and enjoyment of sports, live entertainment, and people.  Have a fun, upbeat personality, one who is not afraid to be the life of the party. Demonstrate confidence in your leadership skills and have an ability to multi-task effectively in a fast-paced environment with a positive attitude  Are able to positively interact with individuals (fellow employees and guests) of diverse backgrounds and abilities in a helpful manner. Are committed to developing a diverse and inclusive environment.Demonstrate problem-solving skills within set guidelines in guest recovery, employee relations, operations, crowd management, and interpersonal communicationAre able to exercise limited independent decision-making in resolving routine guest service issues with moderate business impact, and use strong judgement to escalate decision-making as needed to Lead Supervisors and Guest Experience ManagementAre proficient at operating a computer and have knowledge of Word, Excel, Outlook, etc.Are able to work flexible hours (evenings, often with call time 2-3 hours prior to the event time, weekends, and holidays). Are able to remain calm and composed when dealing with guests, possessing de-escalation skills.Are creative in creating special moments with guests, celebrating special occasions, and flipping negative experiences within the scope of Guest Experience Make Good Strategy and standard operating procedures.  

Offers of employment are conditional upon the successful results of an individual background check. We consider qualified applicants with criminal histories and review results on an individual basis.

The Portland Trail Blazers at the Rose Quarter embraces diversity and inclusion. We celebrate individual expression and uniqueness on our campus. We do not tolerate harassment or discrimination. We are committed to hiring individuals that reflect the community we serve without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, disability, genetic information, or other legally protected characteristics. We are an equal opportunity employer.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

PERKS: 

We invest in our employees inside and outside of work. The perks we offer for our part-time teammates include:

Retirement PlanFlexible Work-scheduleWellness Perk – Employee Assistance Program (EAP)Free Parking in Aegean + Discounted Mass Transit Passes (50% off)Discounted tickets for select concerts/showsOngoing Learning & Development

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