Fan Experience Lead (PT)

Spurs Sports & Entertainment•San Antonio, TX

6d•Onsite

About The Position

The Fan Experience Lead (PT) will be responsible for conducting pre-event briefings, ensuring venue areas are appropriately staffed, and responding to escalated guest issues. This role involves overseeing and leading Fan Experience Leads and Representatives during events, assisting with their training and development, and communicating staff and equipment issues to management. The lead will also act as a primary point of contact for real-time troubleshooting and escalation, ensuring a safe and secure environment for all guests, supporting crowd flow, and assisting with ADA and accessibility requests. Additionally, they will provide on-the-spot coaching and feedback to staff, support venue flow and management, and perform any other duties assigned by Fan Experience Management.

Requirements

A minimum of two (2) years’ supervisory experience in a customer service role.
Must have a flexible schedule availability and the ability to work long hours, including overnights, evenings, weekends and holidays as needed.
Must be able to read and write in English.
Must be 18 years of age or older at time of hire.
Must have reliable transportation for reporting to work.
Must have excellent communication and interpersonal skills.
Must be available for a minimum of 70% of scheduled events monthly.
Proven experience managing and motivating teams of 20+ staff members, including supervisory-level team members.
Consistently adept at maintaining a positive, open, approachable and professional relationship with a diverse group of people.
Consistently comfortable with managing conflicts and responding to customer problems with a sense of urgency.
Experience motivating and encouraging exceptional performance.
Ability to hold team accountable for outcomes and monitor performance.
Demonstrated experience in coaching, mentoring, and developing staff to perform at high levels.
Understanding of venue flow, crowd management, and guest service standards within a high-capacity arena or similar environment.
Familiarity with using radios/communication systems and reporting protocols to coordinate staff and emergency responses.
Comfortable working in a fast-paced environment while managing multiple priorities.

Nice To Haves

Bilingual preferred

Responsibilities

Conduct pre-event Fan Experience Lead and all staff briefings.
Participate in pre-event briefings with department manager on duty.
Ensure all key areas of venues are appropriately staffed before events begin.
Respond to escalated guest issues and determine appropriate actions to resolve problems and/or issues in a timely, positive, and amiable manner.
Oversee and provide direct leadership to all Fan Experience Leads and Fan Experience Representatives during events.
Assist with the training and development of Fan Experience Leads and Fan Experience Representatives.
Communicate with department manager on duty of all staff issues that arise during events.
Summarize the event with the department manager on duty at the end of every event.
Communicate with the department manager on duty about any employee check-in deficiencies and event equipment.
Be prepared to take an active Fan Experience Lead role for events.
Communicate all emergencies and important information to command with a radio during events.
Ensure a safe and secure environment for all guests by understanding and using established processes and rules.
Provide on-the-spot coaching, constructive feedback and support to address skill gaps to Fan Experience Leads and Fan Experience Representatives.
Support crowd flow and management to ensure guest safety.
Support ADA guest requests and needs and other accessibility related service requests with urgency and empathy.
Act as the primary point of contact for Fan Experience Leads during all events for real-time troubleshooting, escalation, and communication with leadership.
Perform any other duties assigned by Fan Experience Management.