Guest Experience Supervisor

The Smith Center•Las Vegas, NV

2d•$22•Onsite

About The Position

The on-call Guest Experience Supervisor reporting to the Guest Experience Manager, is responsible for monitoring all public areas during performances. Primarily assigned to performances in Myron’s and Troesh Studio Theater, with occasional responsibilities in Reynolds Hall depending on operational needs, this role ensures a seamless and enjoyable experience for all guests. Additional responsibilities include supervising the on-call Usher team, partnering with artists, culinary management, the Guest Experience Assistant Manager, and the Security team to promptly address and effectively resolve any issues that arise during performances. By upholding and exceeding departmental guest service standards, the Guest Experience Supervisor ensures exceptional, memorable, and safe experiences for all guests.

Requirements

High School diploma or equivalent required
Minimum of two years of experience in a supervisory role, preferably in a guest services or front-of-house environment within the performing arts, entertainment, hospitality, or related industry.
Experience in supervising, motivating, and training team members.
Exceptional customer service skills with a commitment to guest satisfaction.
Exhibit empathy and listening skills when interacting with guests and staff.
Excellent interpersonal, verbal, and written communication skills.
Proven ability to interact respectfully and accurately with all TSC team members and guests by responding with compassion and understanding.
Excellent interpersonal and conflict management skills.
Ability to resolve guest problems using service training tactics and recovery tools.
Highly organized and able to perform in a fast-paced environment.
Ability to establish priorities, and work independently with minimal supervision.
Keen attention to detail to ensure a high standard of service.
Ability to analyze and resolve problems, often with a high level of urgency due to time-sensitivity and/or mission-critical level of importance.
Ability to manage a range of styles and behaviors in a tactful, congenial, respectful, and constructive manner.
Produce well-written reports and internal communications for distribution to staff across the organization.
Flexibility to work evenings, weekends, and holidays as needed.
Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, Teams, and Outlook.
Ability to learn, adapt, and use venue-specific software and technology platforms efficiently.

Nice To Haves

Experience with ticketing systems and customer relationship management (CRM) software is preferred.
CPR & First Aid Certified preferred.

Responsibilities

Maintain the highest standards of safety, security, and comfort of guests, volunteers, and staff.
Implement and enforce emergency and evacuation procedures.
Evaluate and update protocols to ensure compliance with safety regulations and best practices on a regular basis.
Promptly address and report any safety or service incidents during performances.
Follow through on resolutions and implement preventative measures to prevent recurrence.
Collaborate with the Security team to coordinate lost and found items for each performance.
Continuously monitor and inspect all equipment to ensure it meets safety and cleanliness requirements.
Consistently deliver Service with Heart adhering to departmental standards when interfacing with guests.
Ensure every guest feels valued and welcomed, creating a positive and memorable experience.
Utilize effective guest conflict resolution strategies as outlined in the guest service standards training.
Address and resolve guest concerns promptly and professionally ensuring satisfaction.
Monitor and evaluate Usher team performance against departmental services standards.
Provide constructive feedback recognizing positive behaviors and identifying areas for improvement.
Foster a positive and supportive work environment that nurtures team morale and encourages excellence in service.
Serve as a representative for accessibility services ensuring all guests receive the support they need.
Analyze accommodation requests to meet the diverse needs of guests with disabilities.
Provide clear guidance to guests regarding available accessibility services and facilities.
Prepare comprehensive pre-performance information and facilitate detailed briefings during pre-shift meetings in Myron’s and Troesh.
Ensure all setups in public areas are completed according to the event brief in advance of guest arrival.
Ensure the layout, signage, and any special equipment are arranged appropriately to enhance guest experience and operational efficiency.
Monitor and ensure all equipment follows the latest safety and cleanliness requirements.
Collaborate with the Hospitality team to provide any necessary assistance, ensuring seamless integration of special events with regular operations.
Serve as an access Usher when required, providing the support and accommodations necessary to guests with accessibility needs.
Prepare event summary reports after each performance including drop counts, lost and found, safety and security incidents, curtain time, and guest feedback.
Ensure accurate and comprehensive documentation and promptly distribute reports to appropriate cross-functional departments for review and record-keeping.
Coordinate and finalize post-performance merchandise sales with artists, ensuring all transactions are accurately recorded and settled ensuring compliance with financial procedures to maintain accountability.
Perform other duties as assigned within the scope of the position.