Guest Services Supervisor

Oak View Group•Hartford, CT

35d•$18•Onsite

About The Position

The Guest Services Supervisor is responsible for the supervision of all Guest Services Staff and for providing excellent guest service at all PeoplesBank Arena and Pratt & Whitney Stadium events by assisting with planning, monitoring, directing, delegating and managing all functions of the Guest Services Staff. This role pays an hourly rate of $18.00 Benefits for Part-Time roles: 401(k) Savings Plan and 401(k) matching This position will remain open until April 10, 2026.

Requirements

High School Diploma, GED or equivalent, required
Principles and practices of effective customer service and employee supervision
Must have the ability to work flexible schedule including long nights, early mornings, weekends, and holidays, as needed
Self-motivated with excellent interpersonal and communication skills and the ability to function independently as well as part of a team and make management decisions in a fast-paced high-pressure environment, while remaining calm and flexible in times of stress
Proven exceptional guest and client service capabilities and interpersonal skills

Nice To Haves

Direct Guest Service experience, preferred

Responsibilities

Direct, train, instruct and oversee the daily performance of Guest Service Staff assigned to their sections, and to assist the Lead supervisor with employee issues and discipline
Assist with conducting pre-shift meetings in a timely manner and assigning staff positions along with reviewing any pertinent information regarding the day's event
Ensuring that staff are directing patrons to the correct areas and are seated properly
Interacts with patrons in a polite and professional manner and answers questions both professionally and accurately
Enforce facility rules, policies and procedures and document and/or report incidents as they occur (performance, attendance, uniform, cellphones, harassment, injury, etc.)
Make immediate decisions and communicate with Guest Services staff in emergency situations
Supervises all Guest Service staff and activities for events at the XL Center to ensure high level of guest satisfaction in all pertinent areas of event experience.
Must be always accessible and aware of staff members and surroundings and are prepared to respond immediately to guest disturbances or incidents
Works closely with other building staff to identify, troubleshoot and resolve issues to ensure effective and professional event management
Assists with conducting post-event meetings to discuss the event and any incidents that may have occurred
Completely, and in a timely manner, submits event recap and incident/injury reports with appropriate documentation to the Lead Supervisor or Manager
Perform other duties and responsibilities as required to the satisfaction of supervisors and management