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Guest Experience Supervisor

2 months ago

Lexington, Kentucky, United States Oak View Group Full time
About Oak View Group

We are a global leader in venue development, management, and premium hospitality services for the live event industry. Our 360-degree solution set includes a collection of world-class owned venues and a client roster that includes the most influential, highest attended arenas, convention centers, music festivals, performing arts centers, and cultural institutions on the planet.

Job Summary

This role is part of our Guest Experience Department and reports to the Guest Experience Manager. The primary responsibilities will be to supervise and support Guest Experience Staff in their job duties, assist in any and all areas needed, troubleshoot problems, answer questions, and engage and assist guests/staff in an efficient and professional manner.

Key Responsibilities
  • Assist with setup and breakdown of events.
  • Assist with briefing of events to regular part-time staff.
  • Act as a role model for regular part-time Guest Experience staff, maintaining a high level of professionalism and excellent customer service skills at all times.
  • Support regular part-time staff by confirming expectations and job responsibilities at the start of shift, and frequent check-ins with all staff in your designated area.
  • Assist and support fellow supervisors, maintaining important communications with one another throughout the event.
  • Organize and implement breaks for all part-time Guest Experience staff.
  • Answer all radio calls requesting Guest Experience Supervisor.
  • Assist with problem-solving of escalated guest issues.
  • Assist with post-briefing of the event to the Guest Experience Coordinator and/or Manager.
Requirements
  • Must have a general knowledge of public assembly operations.
  • Must have 1+ years' experience ushering in a stadium/arena setting.
  • High School Diploma or equivalent.
  • Must have strong interpersonal and problem-solving skills.
  • Must be extremely adaptable.
  • Must demonstrate the ability to work well under high stress and exercise good judgment, diplomacy, courtesy, and tact under all circumstances.
  • Must be willing to work flexible hours, nights, weekends, and holidays when required.
  • Must be comfortable with heights and loud noises.
  • Must be willing to rotate to various positions within a shift and be cross-trained in all areas.
Our Commitment to Diversity and Inclusion

We understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We believe that inclusivity drives innovation, strengthens our people, improves our service, and raises our excellence. Our success is rooted in creating environments that reflect and celebrate the diverse communities in which we operate and serve, and this is the reason we are committed to amplifying voices from all different backgrounds.

Equal Opportunity Employer

We are committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis, including, but not limited to, veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information, or any other protected class under federal, state, or local law.