Guest Service Supervisor - Concessions - Raymond James Stadium

Legends Global•Tampa, FL

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, prepares and oversees check-in materials and uniform compliance, trains and supports cashiers using Clover Sport POS, resolves guest concerns, and monitors service quality and policy compliance throughout the venue. The supervisor also supports in-seat orders, guest recovery, service audits, survey feedback, and coaching to help team members consistently deliver outstanding service.

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 in POS systems.
Strong customer service background.
Skill in managing guest conflicts and ensuring positive guest experiences.
Commitment to improving customer service and team performance through coaching and feedback.
Ability to learn new 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.
Comfort speaking in front of a group and providing clear direction.
Ability to stand and walk for up to 12 hours during a single shift.
Ability to navigate ramps, stairs, and elevators while working among guests.
Ability to stand, walk, lift, carry, reach, squat, push, and pull; the posting does not specify weight limits.

Responsibilities

Prepare the event-day staff check-in area and ensure meal vouchers, clipboards, placement details, lanterns, menus, and bar necessities are ready.
Check staff uniforms and compliance with venue policies, alcohol requirements, and food safety laws before team members clock in.
Communicate venue policies, correct uniform issues, assist with uniform exchanges, and manage uniform loans appropriately.
Guide temporary workers and new hires to their assigned locations.
Train and support cashiers on Clover Sport POS operations, including logins, transactions, refunds, troubleshooting, Krewe Card stored value, and discounts.
Conduct pre-shift meetings, distribute POS login information, and check cashiers' understanding of transaction procedures.
Resolve guest conflicts using authorized guest recovery methods and address service concerns.
Ensure POS equipment works and cashier areas are clean and organized.
Monitor line speeds, cashier performance, and guest interactions to promote friendly and efficient service.
Make customer survey cards available and explain the survey program to cashiers.
Check in with staff to answer questions, provide training, and offer support.
Manage guest service issues involving in-seat orders, including coordinating deliveries with NPO, monitoring in-seat runners, meeting guests at the concierge desk, and following up on missing or delayed orders.
Complete guest service audits and provide immediate feedback to leadership.
Review guest survey results and communicate improvement 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.