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Fan Experience Lead

3 months ago

San Antonio, Texas, United States teamworkonline Full time

We treat everyone like family. That's our standard at the Frost Bank Center and Toyota Field. You will help achieve that standard by enabling our team to redefine the limits of the fan experience and create lasting positive memories. Spurs Sports and Entertainment (SS&E) and the Fan Experience Team deliver lasting positive memories through friendly, knowledgeable, proactive service for all fans at the Frost Bank Center and Toyota Field.

The Fan Experience Leads will uphold our service standards and serve as an ambassador to our fans and to all other part-time staff members. Leading by example, you'll help oversee the implementation of departmental standards among support staff while actively engaging with fans to enhance their overall experience. They will serve and interact with fans as well as internal contacts at all levels; independent judgment is required to plan, prioritize and organize a diversified workload. They will have the opportunity to lead pre and post-event staff briefings, support interview, hiring, development and training efforts for the department. This position supports all SS&E franchises and events (Spurs / SAFC / CAM) as well as contracted projects (Rodeo).

What You'll Do:

  • Conduct every aspect of your job with a smile and in the most friendly, honest way possible.
  • Be the most knowledgeable person about the arena, event and SS&E in order to deliver the best fan experience.
  • Anticipate fans' needs and offer assistance before having to be asked.
  • Be empowered and take responsibility for improving the fan experience wherever the opportunity presents itself.
  • Provide a safe and secure environment for all fans by understanding and using established processes and rules.
  • Lead by example, demonstrating a strong work ethic, professionalism, and dedication to customer service, inspiring staff to emulate these qualities in their interactions with staff and fans.
  • Provide constructive feedback and support to address skill gaps and maintain service excellence, ensuring alignment with organizational expectations within the team.
  • Other duties as assigned to deliver the best fan experience possible.

Who You Are:

  • Must enjoy helping others.
  • Ability to maintain a consistently high energy level and enthusiasm for delivering the best fan experience possible.
  • A minimum of four (4) years professional customer service experience.
  • Must have flexible schedule availability and the ability to work long hours, including overnights, evenings, weekends and holidays as needed.
  • Must be able to read and write in English.
  • Bilingual preferred.
  • Must be 18 years of age or older at time of hire.
  • Must have reliable transportation for reporting to work.
  • Must be able to walk up and down stairs, able to work in an elevator, and work all areas of both the Frost Bank Center and Toyota Field.
  • Must be able to work outdoor events and at outdoor venues such as Toyota Field.
  • Must be able to work the minimum of two (2) Events per week (when applicable) and three (3) events per week during the San Antonio Stock Show and Rodeo.
  • Must be able to stand and/or walk for at least 4-8 hours in excited conditions for the duration of assigned shift.
  • Able to lift and carry up to 25 pounds and work at heights as needed

In every position, each employee is expected to: demonstrate alignment with SS&E's core values and mission, collaborate with internal/external community members and demonstrate ongoing development.

If you don't have experience in every single bullet above, no sweat – we still want to hear from you and encourage you to apply

*SS&E is an Equal Opportunity Employer*

Nothing contained in this job description is intended to be a contract of employment, nor does any information contained herein represent a guarantee of employment for a specific duration. Your employment with SS&E is "at will", which means that either you or SS&E may terminate the relationship at any time. Essential functions listed above must be performed with or without accommodations.