Coordinator, Guest Services- Full-time

1 month ago

Los Angeles, United States AEG Full time
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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 L.A. LIVE's Peacock Theater hosts more than 120 music, family, dance and comedy acts, award shows, televised productions, conventions, and product launches with more than 500,000 guests passing through the doors annually. Located across the street from Crypto.com Arena, the 7,100-seat theater opened in October 2007 with six sold out shows featuring the Eagles and The Chicks. Peacock Theater has since hosted concerts by artists like Alan Jackson, Charlie Wilson, Juan Gabriel, Aretha Franklin, Ed Sheeran, John Fogerty, Gabriel Iglesias, Marc Anthony, John Legend, Neil Young, Kelly Clarkson, Rush, Yanni, Nicki Minaj, Juanes, as well as The "American Idol" Finale shows, Michael Jackson's This is It, Straight Outta Compton, The Hunger Games and Twilight movie premieres and more.

Peacock Theater is also home to the Primetime Emmy Awards and BET Awards, and has previously hosted the American Music Awards, ESPYs, Nickelodeon Kid's Choice Awards, People's Choice Awards, Radio Disney Music Awards, MTV Video Music Awards, MTV Movie Awards and a pair of Rock N' Roll Hall of Fame Induction Ceremonies. Job Summary: The Guest Services Coordinator will provide the Guest Services Management team with administrative support, in addition to performing duties as outlined below. This position requires the employee to work a varied schedule, including all Peacock Theater events such as concerts, special events, normal business hours and training sessions, and occasional L.A. LIVE events. Essential Duties: Event Coordination:
  • Ensure that all Peacock Theater events are fully staffed by managing the scheduling of all Guest Services Team Members needed for events.
  • Create and maintain department staffing templates in ABI MasterMind, working closely with the Guest Services Manager on Duty to adjust staffing numbers based on event needs.
  • Act as a liaison between Management, Supervisors, and Team Members. Effectively communicate any issues or concerns through the proper channels.
  • Perform "walk-through" of the building prior to opening doors to the public and attend to Team Member and guest needs.
  • Communicate/ coordinate/direct Team Members for pre-event and/or post-event activities.
  • Ensure Uniform Distribution is effective as well as keeping proper uniform inventory for each event.
  • Assist Peacock Theater guests with information/problems/issues before, during and after events.
Administrative Assistance:
  • Assist with answering Guest Services e-mails, phone inquiries, and mail correspondence during normal business hours. Assist with lost and found inquiries.
  • Maintain staff databases, forms, and templates.
  • Assist Management with paperwork for hiring, training, and department meetings.
  • Prevent/resolve Team member-related issues by working in conjunction with LA LIVE Campus - Human Resources.
  • Track Team Member attendance/performance and generate appropriate discipline.
  • Ensure Team Members are paid accurately by processing payroll daily and approving requests as needed.
  • Prepare and send monthly Team Member schedules based on staffing needs per event.
  • Manage all communication with Team Members and respond to all inquiries via phone, email, and Employee Self Service (ESS) in a timely manner, especially on event days.
  • Order all meals for hiring training and department meetings.
  • Complete expense reports as needed.
Inventory Management:
  • Maintain department office and event operational equipment: printers, time clocks, signage, scanners, stanchion, stocking the Break Room, Guest Services, Supervisors Office, and all other supplies required to operate the department.
  • Work with vendors to coordinate repairs or ordering replacements.
  • Keep inventory of supplies and place necessary orders.
Vending Machine Management:
  • Assist the overview of all Team Member vending machines in the venue.
  • Ensure necessities and snack vending machines are operational and fully stocked.
  • Assist Team Members with inquiries, requests and refunds.
Special Projects:
  • Assist Guest Services Management team with special projects/tasks as assigned (i.e. Uniform Room management, create the Guest Services Newsletter, deployments, dot maps, lead trainings).
Required Qualifications:
  • A minimum education level of: High School Diploma or its equivalency.
  • A minimum of 2-4 years of related work experience.
  • Proficiency in Microsoft Office programs (Word, Excel, Outlook, and PowerPoint).
  • Ability to read, listen, and communicate effectively in English, both verbally and in writing.
  • Experience working in a fast-paced environment, with ability to work under pressure, multi-task, recognize problems and find solutions.
  • Demonstrated skills working well with fellow staff members and shows leadership.
  • Demonstrates strong ways to meet guest expectations and ability to find creative ways to fulfill the guest experience.
  • Strong organizational skills.
  • Excellent communication skills.
  • Able to stand or remain in a stationary position (e.g., when assigned to a certain station or post) for long periods of time and lift or move/position items weighing up to 30 lbs.
  • Able to work long irregular hours for an extended period of time as dictated by events and schedule, including nights, weekends and holidays.
Preferred Qualifications:
  • One (1) year as a Supervisor II.
Pay Scale: $28.35 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. Anschutz Entertainment Group is an equal opportunity employer and will not discriminate against any individual, employee, or application for employment on the basis of race, color, marital status, religion, age, sex, sexual orientation, national origin, handicap, or any other legally protected status recognized by federal, state or local law. This Employer is subject to the Fair Chance Initiative for Hiring Ordinance (FCIHO) (LAMC 189.00)

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