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Guest Experience Supervisor

2 months ago

Seattle, United States teamworkonline Full time

About Us:

Climate Pledge Arena is the complete redevelopment of an historic landmark, originally built for the 1962 Seattle World's Fair.  Sitting at the base of the Space Needle on the Seattle Center campus, the arena is home to the NHLâs Seattle Kraken, WNBA's Seattle Storm, and the world's biggest performers of live music and events. Since opening in October 2021, we have hosted over 400 public events and welcomed over 4 million guests. The arena has been awarded Sports Business Journalâs Sports Facility of the Year and Pollstarâs best new concert venue and is consistently ranked within Pollstarâs top 10 for top grossing arenas worldwide.

Seattle Arena Company, a division of Oak View Group (OVG), privately developed and now operates Climate Pledge Arena. OVG based in Denver, Colorado is a global leader in facility development, management, hospitality, and sales. Overseeing hundreds of venues across the globe including: UBS Arena in Belmont Park, NY, Moody Center in Austin, TX, Acrisure Arena in Greater Palm Springs, CA, Co-op Live in Manchester, UK, OVG is a positive disruption in the sports, live entertainment and hospitality industry.

Climate Pledge Arena is named after The Climate Pledge, an initiative founded by Amazon and Global Optimism asking global corporations to become net zero carbon by 2040.  We have one of the most progressive sustainability programs of any arena our size, including being the first and only arena in the world to achieve the International Future Living Instituteâs first Zero Carbon Certification.

Position Summary:

The Guest Experience Supervisor (part-time) is an essential role on the Guest Experience team. As a Supervisor, you assume the role of a team leader, communicator, problem solver, decision maker and a lead example of creating memorable moments on event day, not only for guests but also for the staff assigned to your team. This position is responsible for ensuring all guests and team members enjoy a safe atmosphere with an exceptional level of service and operational execution.

The ideal candidate will possess a true passion for providing unparalleled guest service and care, and will exhibit a strong aptitude for leadership, problem solving, and effective communication.

Essential Duties & Responsibilities:

  • Conduct pre-event brieï¬ng with a team of approximately 14-20 guest serviceâs team members for the event
  • Ensure proper set up of assigned areas including but not limited to any scanners, stanchion, technical devices, giveaways, etc.
  • Assign positions to guest services team members ensuring all essential positions are covered
  • Communicate complex and pertinent information in a clear and concise manner
  • Maintain a high degree of focus on coaching and mentoring guest services team members to create memorable moments at the arena
  • Engage with team members in a positive and effective manner
  • Schedule appropriate breaks to guest services team members
  • Assist in resolving concerns with guest seating, complaints, and minor disruptions to the event
  • Complete a nightly report summarizing guest concerns, attendance notes, team member concerns and supervisory issues. Note any opportunities for guest recovery and recommendations for enhanced service opportunities/standards
  • Perform daily duties with a positive demeanor
  • Enforce all arena and event policies and procedures
  • Assist Guest Services management by participating in disciplinary or behavioral action of guest services team members as requested
  • Assist Guest Services management team with training, hiring fairs, recruiting events and other events as assigned
  • May be asked to supervise team members under the parameters of a union contract
  • Perform other duties and responsibilities as assigned

Required Experience & Qualifications: 

  • 50% monthly event availability commitment. Event availability requirement is subject to change.
  • Demonstrate ability to follow instructions and work in a fast-paced environment
  • Must have strong verbal and written communication skills
  • Passion for motivating and developing employees, as well as building relationships
  • A high degree of personal integrity and consistently put the interests of the organization first
  • Extremely organized and detail oriented, adaptable, resourceful, quick learner and able to handle multiple projects simultaneously
  • Must be a creative problem solver who can identify solutions and address both employee and guest concerns efficiently and professionally while remaining calm under pressure
  • Must be 18 years of age or older

Preferred Experience & Qualifications:

  • Previous experience in a customer service-based industry
  • Possess prior experience in managing or supervising staff
  • Previous experience within a sports, entertainment, or related field

Working Conditions: 

  • Must be able to work a flexible schedule inclusive of weekends, nights and holidays required
  • Frequent bending, lifting 15-20 pounds, exposure to multiple external elements, extensive walking through the building
  • Standing for long periods of time

Compensation

  • In accordance with the Washington State Equal Pay and Opportunity Act, the expected rate for this position is $28.30/hr. 

  • This role is non-exempt and eligible for overtime pay

Benefits & Perks:

  • Company-wide recognition program
  • Company-paid Orca transit card
  • Employee meal perks

 

Our Commitment to Diversity, Equity, and Inclusion in Hiring:

Climate Pledge Arena aspires to write a new playbook in sports and entertainment that includes everyone. In alignment with this vision, if you donât meet every job requirement listedâor if you havenât worked in the industry or are still learning about the industryâwe still encourage you to apply. We understand you may bring other relevant experiences and expertise to help us become the highest performance organization we can be. One of our core values is âMake Us Betterâ and we recognize diversity, equity and inclusion as a critical business strategy.

If youâd like to request an accommodation in the application or interview process, please let us know by emailing: jobs@climatepledgearena.com.

Seattle Hockey Partners, LLC and Seattle Arena Company, LLC are proud to be an equal opportunity workplace. We do not discriminate on basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or any protected category prohibited by local, state or federal laws.