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Event Operations Supervisor

1 month ago

Chicago, United States The Chicago Cubs Full time
GO BEYOND THE IVY

Our business is a team sport built on creating and delivering memorable experiences around Cubs baseball and other live events.

Chicago Cubs | Marquee 360 | Marquee Development

Each brand stands as unique as the teams that drive them. We welcome you to learn more about us.

JOB TITLE: Event Operations Supervisor - Guest Services

DEPARTMENT: Event Operations

ORGANZIATION: Chicago Cubs

REPORTS TO: Director, Guest Services

FLSA STATUS: Nonexempt

BEING PART OF THE TEAM

Our business is a team sport that began on a field with baseballs and bats and has evolved into one of the most recognizable brands in sports and entertainment through Cubs baseball and live events. Our success is driven by our people, who work in an engaging, collaborative, and inclusive environment. As a team, we continue to build a culture on and off the field that delivers unforgettable experiences for one another, our fans and community. Are you ready to be part of it?

OUR STORY
  • THE CHICAGO CUBS FRANCHISE is a charter member of Major League Baseball's National League. Since 1876, the team has won the National League pennant 17 times and was the first team to win back-to-back World Series titles in the 1907 and 1908 seasons. In 2016, the Chicago Cubs made history again when the team won its first World Series in 108 years, ending the longest championship drought in North American sports. Known for its ivy-covered outfield walls, hand-operated scoreboard and famous Marquee sign, iconic Wrigley Field has been the home of the Chicago Cubs since 1916, making it the second oldest ballpark in Major League Baseball.
HOW YOU'LL CONTRIBUTE

The Event Operations Supervisor will oversee the frontline staff charged with delivering "best-in-class" service to guests of Wrigley Field. This position will be focused on leading a team to uphold guest safety, organizational policy and the Cubs "Fan Code of Conduct" while driving accountability to the Cubs' service brand - "RALLY" - through observation, coaching, training, and ongoing evaluation. Success will be measured through a reduction in frequency and number of incidents, adherence to Standard Operating Procedures, frontline staff feedback, and customer service metrics.

THE DAY-TO-DAY:
  • Support the execution of plaza events, including games, concerts, public and private events at Wrigley Field.
  • Deliver best-in-class guest service through all touch points via the Cubs' service brand, "Marquee Moments," using evaluation scorecard as a means to coach and develop frontline staff.
  • Deploy, assign, and manage frontline associates in designated areas during Wrigley Field events.
  • Create seamless event execution by adhering to and enforcing Standard Operating Procedures and ensuring that key event markers are met.
  • Promote positive interaction among peers; develop associates and foster team building through coaching and exercises.
  • Quality control to ensure associate use of tools in addressing guest needs as defined via the handbook, training and Cubs Fan Code of Conduct.
  • In delivering a safe and enjoyable experience, respond to and recommend resolution of inappropriate behavior, safety risks, or medical situations.
  • Maintain oversight of situations where conflict or disorder may arise.
  • Assist in the recruitment, selection, and training of Event Operations associates.
  • Perform additional responsibilities as needed and as directed by management.
WHAT YOU'LL BRING:
  • Demonstrated ability to lead a team in a fast-paced, entertainment venue.
  • Minimum of 1 year experience in Ballpark Operations.
  • Demonstrated strong written and verbal communication skills.
  • Ability to work a minimum of 400 hours per season.
  • Demonstrated ability to coach and develop frontline staff.
  • Able to perform the following physical tasks: run, bend, squat, kneel, climb flights of stairs, walk on uneven ground, detain unruly guests, run up and down ramps, walk and stand for extended periods of time, assist patrons up and down stairs.
  • 21 years or older by Opening Day.


Response Expectations:

Due to the overwhelming number of applications we receive, we unfortunately may not be able to respond in person to each applicant. However, we can assure you that you will receive an email confirmation when you apply as well as additional email notifications whether you are selected to move forward for the position or not. Please note, we keep all resumes on file and will contact you should we wish to schedule an interview with you.

The Chicago Cubs and its affiliates are an Equal Opportunity Employer committed to inclusion and employing a diverse workforce. All applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, disability, or other legally protected characteristics.

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