Guest Service Supervisor - Concessions - Raymond James Stadium

ASM Global•Tampa, FL

19d•Onsite

About The Position

The Guest Service Supervisor leads and elevates the event-day guest experience at Raymond James Stadium. The role manages staff check-in, supports and coaches team members, resolves guest concerns, conducts service audits, and ensures policy compliance so staff are prepared to deliver outstanding service throughout the venue. Responsibilities include preparing event-day check-in materials and the check-in area; upholding uniform, alcohol-compliance, and food-safety requirements; and supervising point-of-sale operations. The supervisor trains and supports cashiers in Clover Sport POS procedures, runs pre-shift meetings, monitors equipment and service performance, and addresses guest conflicts using authorized recovery methods. The role also coordinates responses to in-seat order issues, reviews guest feedback and service metrics, and coaches staff to maintain or improve service quality. Knowledge of stadium operations, the venue layout, and guest services is required.

Requirements

At least 2 years of supervisory experience in food and beverage or concessions operations.
Strong communication and problem-solving skills.
Ability to train and support a team in a fast-paced environment.
Proficiency with POS systems.
Ability to manage guest conflicts and ensure positive guest experiences.
Commitment to improving customer service and team performance through coaching and feedback.
Ability to stand and walk for up to 12 hours during a single shift and navigate ramps, stairs, elevators, and guests.
Ability to learn tasks, remember processes, maintain focus, and complete tasks.
Ability to make timely decisions in the context of workflow and operations.
Ability to communicate and lead teams when timing is essential, including comfort speaking to a group and providing clear direction.
Regularly perform standing, walking, lifting, carrying, reaching, squatting, pushing, and pulling; the posting does not specify the weight limit.

Nice To Haves

Customer service background is highly preferred.

Responsibilities

Prepare meal vouchers, clipboards, placement details, lanterns, menus, bar necessities, and the staff check-in area for event days.
Uphold uniform guidelines, alcohol compliance, and food-safety laws before staff begin their shifts.
Prescreen staff uniforms, communicate venue policies and procedures, correct issues, assist with uniform exchanges, and loan the appropriate uniform items.
Guide temporary workers and new hires to their assigned locations.
Train and support cashiers on Clover Sport POS operations, including log-in and log-out, transactions, refunds, troubleshooting, Krewe Card stored value, and discounts.
Conduct pre-shift meetings to review POS functionality, distribute login information, and test understanding of transaction processes.
Resolve guest conflicts using authorized guest recovery methods and address service concerns.
Ensure POS equipment is functional and cashier areas are clean and organized.
Monitor line speeds, cashier performance, and guest interactions to support friendly and efficient service.
Ensure customer survey cards are available and explain the survey program to cashiers.
Check in with staff to answer questions, provide training, and offer support.
Manage guest service issues related to in-seat orders by coordinating deliveries with NPO, monitoring in-seat runners, meeting guests at the concierge desk, and following up on missing or delayed orders.
Conduct guest service audits and provide immediate feedback to leadership.
Review guest survey results and communicate improvement action plans to the team.
Track guest service metrics and provide training, coaching, or feedback to maintain or improve service quality.
Maintain knowledge of stadium operations, venue layout, and guest services.