Service Support Specialist

1 week ago


Charlotte, North Carolina, United States Rally Pickleball Full time
JOB TITLE: Service Support Specialist ('Swarm Team')

REPORTS TO: Venue Management

About Us.

Rally Entertainment is a dynamic leisure and entertainment enterprise dedicated to fostering connections through pickleball, outstanding food and beverages, and engaging social experiences. We provide a contemporary approach to pickleball, incorporating innovative technology that keeps players engaged and excited to return.

The Role.

At Rally, our runners and bussers are referred to as 'Swarmers' due to the vibrant energy they bring to our venue. Swarmers play an essential role in our support team, effectively linking our front-of-house operations with back-of-house activities to guarantee an exceptional guest experience. They are responsible for ensuring that tables, courtside lounges, and service areas are maintained in a clean and orderly manner before, during, and after guest visits. Key attributes for this position include teamwork, enthusiasm, multitasking, food and beverage service, and the ability to create memorable experiences.

Key Responsibilities:
  • Efficiently deliver food and beverages to guests.
  • Anticipate guest needs and strive to exceed their expectations.
  • Assist the service team with all aspects of food and beverage delivery.
  • Maintain a sense of urgency and stay actively engaged.
  • Clean and reset sections and areas within the venue.
  • Adhere to all safety and sanitation protocols.
  • Foster a collaborative team environment.
  • Perform additional duties as assigned.
To Excel in This Position, You Should:
  • Be dedicated to surpassing guest expectations and creating delightful moments.
  • Possess strong communication and interpersonal skills.
  • Exhibit exceptional attention to detail.
  • Thrive in a fast-paced environment requiring quick thinking.
  • Demonstrate integrity, respect for others, and an appreciation for diversity.
  • Be committed to providing a memorable guest experience.
  • Complete alcohol awareness training successfully.
  • Follow all company policies and procedures as outlined in the Employee Handbook.
  • Be flexible with scheduling, including evenings, weekends, and holidays.
  • Be able to stand and walk for extended periods and navigate various venue areas safely.
  • Work effectively in a confined, crowded environment with varying noise and temperature levels.
While experience and technical skills are valuable, cultural alignment is crucial. We expect all team members to embody the values that distinguish Rally from our competitors. This includes:

  1. PROACTIVE EMPATHY: Understanding those around us and responding with compassion.
  2. FIRE IN THE BELLY: A driven attitude fueled by passion and creativity.
  3. LONG-TERM THINKING: Building lasting relationships with our team and community through consistency and integrity.
  4. ASK BOLD QUESTIONS: Embracing curiosity and innovation at all levels.
  5. MAGIC MOMENTS: Delivering exceptional service and authentic interactions to surprise and delight our guests.
Compensation Package Includes:
  • Hourly wage plus tips.
  • Venue perks, including discounts on meals and pickleball.
  • Fitness and wellness benefits.
  • Discounts on apparel and merchandise.


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