Guest Services Supervisor
4 weeks ago
For more than 20 years, **AEG **has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.
Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.
If you want to be challenged to up your game and make a difference, then join us in giving the world reason to cheer
**Job Summary**:
**Essential Functions**:
**Staff Supervision**
- Assign Team Member deployments.
- Assign and monitor appropriate rest/meal breaks.
- Assign and monitor necessary equipment.
- Actively monitor Team Member interactions with guests at all times to ensure a high level of guest satisfaction.
- Provide leadership and guidance to Team Members.
- Provide timely and appropriate coaching to Team Members on performance, both positive and corrective, using the "Situation, Impact and Alternative" guidelines.
- Effectively communicate escalated Team Member issues to Guest Services Management.
- Monitor and document Team Member tardiness and administer appropriate disciplinary documentation.
**Guest Services**
- Resolve ticketing issues.
- Accommodate guests with disabilities in compliance with the Americans with Disabilities Act.
- Assist guests with directional and informational inquiries.
- Serve as escalation point for guest complaints/issues.
- Assist and provide angry or emotional guests with recovery services as needed.
**Intradepartmental Needs**
- Submit approved Incident Reports according to venue specific guidelines.
- Submit frequent Event Recap Reports, summarizing: Event, Team Member, Venue and Guest comments.
- Promote ENCORE|LA by becoming an ENCORE|LA advocate and champion for its core principles and values.
- Promote department specific safety trainings, including monthly Injury Illness Prevention Program (IIPP) trainings.
**Interdepartmental Communications**
- Complete monthly Security Mentor lessons.
- Complete biannual Human Resources Harassment training.
- Submit Work Orders according to venue operational needs.
**Time Management Daily**
- Effectively manage time to ensure all event related tasks are completed prior to the conclusion of each shift.
- Complete Rest/Meal breaks in accordance with California Labor Laws.
- Submit reports (i.e. Work Orders, Incident Reports, Event Recaps) in a timely manner.
**Special Projects**
- Assist Guest Services Management team with special projects/tasks as assigned.
**Required Qualifications**:
- A minimum education level of: High School Diploma or its equivalency.
- A minimum of 3 years of related work experience.
- Available to work at least five (5) events per week, including nights, weekends and holidays.
- Strong interpersonal and communication (written and verbal) skills.
- Demonstrated ability to multi-task and perform under pressure.
- Strong teamwork etiquette and relationship-building skills.
- Able and willing to adapt to changes in nightly assignment.
- Able to maintain Guest, Team Member and Company confidentiality.
- Able to move about throughout a shift, stand or remain in a stationary position (e.g., when assigned to a station or post) for multiple hours (4-6 hours per shift), and lift or move/position items weighing up to 30 lbs.
- Strong decision-making skills.
- Able to read, listen and communicate effectively in English, both verbally and in writing.
- Must be able to work evenings, weekends, holidays, as scheduled.
**Preferred Qualifications**:
- Bilingual (Spanish) a plus.
- Previous experience working in a similar facility environment.
**Additional Comments**:
Supervisor will maintain a neat and professional appearance that conveys professionalism at all times, whether in the office or out of the office, particularly during events.
**Pay Scale**:$22.79
AEG reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. AEG may require an employee to perform duties outside his/her normal description.
AEG is committed to developing a diverse workforce reflective of the marketplace and the communities in which we do business. We believe a diverse workforce is not merely an advantage; it is mandatory for any company to be successful in today's business climate.
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