Guest Services Supervisor (Crypto.com Arena)

AEG Worldwide•Los Angeles, CA

4d•Onsite

About The Position

The Guest Services Supervisor I is responsible for providing excellent guest service at all Crypto.com Arena, Peacock Theater, and L.A. LIVE events while supervising Guest Services Team Members (Guest Service Representatives). The Supervisor is expected to establish and maintain good working relationships with building personnel, guests, visitors, and vendors.

Requirements

A minimum education level of: High School Diploma or its equivalency.
A minimum of 3 years of related work experience.
Proficient computer skills, including Microsoft Office applications (Outlook, Word, and Excel).
Available to work at least five (5) events per week, including nights, weekends and holidays.
Strong interpersonal and communication (written and verbal) skills.
Demonstrated ability to multi-task and perform under pressure.
Strong teamwork etiquette and relationship-building skills.
Able and willing to adapt to changes in nightly assignment.
Able to maintain Guest, Team Member and Company confidentiality.
Able to move about throughout a shift, stand or remain in a stationary position (e.g., when assigned to a station or post) for multiple hours (4-6 hours per shift), and lift or move/position items weighing up to 30 lbs.
Strong decision-making skills.
Able to read, listen and communicate effectively in English, both verbally and in writing.
Must be able to work evenings, weekends, holidays, as scheduled.

Nice To Haves

Bilingual (Spanish) a plus.
Previous experience working in a similar facility environment.

Responsibilities

Assign Team Member deployments.
Assign and monitor appropriate rest/meal breaks.
Assign and monitor necessary equipment.
Actively monitor Team Member interactions with guests at all times to ensure a high level of guest satisfaction.
Provide leadership and guidance to Team Members.
Provide timely and appropriate coaching to Team Members on performance, both positive and corrective, using the “Situation, Impact and Alternative” guidelines.
Effectively communicate escalated Team Member issues to Guest Services Management.
Administer appropriate disciplinary documents as needed to ensure compliance of Crypto.com Arena, Peacock Theater company/department policies in accordance with the SEIU Local 1877 Union contract.
Monitor and document Team Member tardiness and administer appropriate disciplinary documentation.
Resolve ticketing issues.
Accommodate guests with disabilities in compliance with the Americans with Disabilities Act.
Assist guests with directional and informational inquiries.
Serve as escalation point for guest complaints/issues.
Assist and provide angry or emotional guests with recovery services as needed.
Monitor individual work emails frequently and respond as needed.
Submit approved Incident Reports according to venue specific guidelines.
Submit frequent Event Recap Reports, summarizing: Event, Team Member, Venue and Guest comments.
Promote ENCORE|LA by becoming an ENCORE|LA advocate and champion for its core principles and values.
Promote department specific safety trainings, including monthly Injury Illness Prevention Program (IIPP) trainings.
Complete monthly Security Mentor lessons.
Complete biannual Human Resources Harassment training.
Submit Work Orders according to venue operational needs.
Effectively manage time to ensure all event related tasks are completed prior to the conclusion of each shift.
Complete Rest/Meal breaks in accordance with California Labor Laws.
Submit reports (i.e. Work Orders, Incident Reports, Event Recaps) in a timely manner.
Assist Guest Services Management team with special projects/tasks as assigned.