Guest Service Supervisor - Concessions - Raymond James Stadium

Legends Global•Tampa, FL

7d•Onsite

About The Position

Legends & ASM Global, a partnership between two powerhouse companies, is redefining excellence in sports, entertainment, and live events. This collaboration combines unmatched expertise with a global reach, offering end-to-end solutions from venue development and event booking to revenue strategy and hospitality. Legends brings a 360-degree, data-driven approach across Global Partnerships, Hospitality, Merchandise, and Attractions, working with top-tier clients to deliver exceptional experiences. ASM Global, the world leader in venue management and live event production, oversees 350+ iconic venues including stadiums, arenas, convention centers, and theaters. Our organization is committed to building an inclusive, innovative environment where differences drive solutions that benefit our team members, guests, and partners. Guided by our values of respect, integrity, and accountability, we create a workplace where everyone can succeed. We are seeking individuals to join the team that is transforming live entertainment and making legends happen. Global Hospitality at Legends & ASM Global believes that exceptional venue experiences should extend beyond game day and show time. We are renowned for our exceptional dining experiences, offering everything from five-star feasts and craft cocktails to local eats and sizzling chef-inspired creations. Our fresh, creative cuisine is just the beginning, as we strive to delight guests at every turn with features like candy walls, in-house bakeshops, and a warm welcome at every touchpoint. Legends is the official hospitality partner of Raymond James Stadium, home to the Tampa Bay Buccaneers and a premier venue for several large stadium events. This partnership includes overseeing the food and beverage program development and management for concessions, suites, and premium areas for all game days, concerts, special events, and any food and beverage related activations for the iconic Pirate Ship. We aim to elevate the fan experience through unparalleled guest service and pride, making Raymond James Stadium one of the best stadiums in the NFL.

Requirements

2+ years supervisory experience in food & beverage or concessions operations
Strong communication and problem-solving skills
Ability to train and support a team in a fast-paced environment
Proficient in POS systems and Customer service background highly valued
Skilled in managing guest conflicts and ensuring positive guest experiences
Committed to improving customer service and team performance through coaching and feedback
Regularly required to stand, walk, lift, carry, reach, squat, push and pull; all up to 25 lbs.
Must be able to stand and walk for up to 12 hours during a single shift while navigating ramps, stairs, elevators and guests.
Work environment may be within extreme temperatures.
Ability to learn new tasks, remember processes, maintain focus and complete tasks efficiently.
Make timely decisions in the context of workflow and operation.
Ability to communicate and lead teams to complete tasks in situations where timing is essential.
Comfort speaking in front of a group and providing clear direction.

Responsibilities

Leads and elevates the event-day guest experience by managing staff check-in, resolving guest concerns, providing real-time coaching, conducting service audits, and ensuring policy compliance.
Ensures team members are fully prepared and consistently deliver outstanding service throughout the venue.
Ensure all meal vouchers, clipboards, placement details, lanterns, menus, and any bar necessities are prepared for check-in. This includes setting up the check-in area.
Upholds Uniform Guidelines, Alcohol Compliance, and Food Safety Laws before they clock in for their shift. This includes: Prescreening uniforms/checking for any items that should not be entering the venue, Communicating our venue policies and procedures while correcting any non-compliance, Assisting staff with uniform exchanges or replacements, and Having an absolute understanding of the difference between the types of uniform in our inventory and how to loan them out.
Guiding TEMP workers / new hires to their assigned locations.
Train and support cashiers (NPO Groups) on Clover Sport POS operations, including logging in/out, conducting transactions, processing refunds, troubleshooting issues, redeeming Krewe Card stored value, and applying discounts.
Conduct pre-shift meetings with cashiers to review POS functionality, distribute login information, and test understanding of transaction processes, including the use of Krewe Cards and discounts.
Resolve guest conflicts by utilizing authorized guest recovery methods and addressing any service concerns.
Ensure POS equipment is fully functional, and cashier areas are clean, organized, and stocked.
Monitor line speeds, cashier performance, and overall guest interaction to ensure friendly and efficient service.
Ensure customer survey cards are available and inform cashiers of the survey program to gather guest feedback.
Perform periodic check-ins with staff to address questions, provide additional training, or offer support.
Manage guest service issues related to in-seat orders, including: Coordinating delivery with NPO partners, Monitoring in-seat runners on the delivery process, Meeting guests at the concierge desk to issue orders, and Following up with staff on missing or delayed orders.
Complete guests service audits and provide immediate feedback to leadership.
Review guest survey results regularly and communicate any action plans for improvements to the team.
Track progress on guest service metrics, offering training, coaching, or feedback as needed to maintain or improve service quality.
Be knowledgeable on stadium operation, venue layout and all guest services.