Guest Experience Team Lead

5 days ago


Lexington, Kentucky, United States Oak View Group Full time

Job Summary:

We are seeking a highly skilled Guest Experience Supervisor to join our team at Rupp Arena. As a key member of our Guest Experience Department, you will be responsible for supervising and supporting Guest Experience Staff in their job duties, assisting in any and all areas needed, troubleshooting problems, answering questions, and engaging and assisting guests/staff in an efficient and professional manner.

Responsibilities:

  • Assist as needed with setup and breakdown of events.
  • Assist as needed 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 events.
  • 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 events to the Guest Experience Coordinator and/or Manager.

Qualifications:

  1. Must have a general knowledge of public assembly operations.
  2. Must have 1+ years of experience ushering in a stadium/arena setting.
  3. High School Diploma or equivalent.
  4. Must have strong interpersonal and problem-solving skills.
  5. Must be extremely adaptable.
  6. Must demonstrate the ability to work well under high stress and exercise good judgment, diplomacy, courtesy, and tact under all circumstances.
  7. Must be willing to work flexible hours, nights, weekends, and holidays when required.
  8. Must be comfortable with heights and loud noises.
  9. Must be willing to rotate to various positions within a shift and be cross-trained in all areas.

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