Guest Services team Lead

ASM Global•New Orleans, LA

1d•Onsite

About The Position

Legends Global, a leader in privately managed public assembly facilities, has an excellent and immediate opening for a Guest Services Team Leader. This role is responsible for assisting Guest Services Management in providing a high-quality experience to all guests through the supervision and development of Team Members. The Team Leader will coordinate with management on issues involving patron complaints and/or concerns regarding Team Members, and assist in evaluating Team Members' performance and appearance. This position serves as an extension of Guest Services Management for Team Member event day operations.

Requirements

Must successfully pass a criminal background check.
Must be at least 18 years of age.
Exceptional customer service skills.
Proven communication skills (verbal, non-verbal, and written).
Ability to assess situations and act quickly to resolve using good judgment.
Ability to understand and carry out instructions.
Able to work nights, weekends, and holidays as needed.
Ability to maneuver around both facilities.
Proficient in ADA protocol and policies.
High School diploma or equivalent.

Responsibilities

Assist Guest Services Management in providing a high-quality experience to all guests through supervision and development of Team Members.
Coordinate with management on issues involving patron complaints and/or concerns regarding Team Members.
Assist in the evaluation of Team Members' performance and appearance on the job.
Serve as an extension of Guest Services Management in regards to Team Member event day operations.
Dress in professional business attire (blazer and tie provided by Legends Global).
Observe event staff before briefing and again before going on post to ensure they are dressed properly and in possession of all tools of the trade (i.e., Nametag, Information Sheets, and Flashlights).
Roam assigned areas in the facilities to observe Team Member's interaction with guests and ensure they are adhering to the "BE GREAT" service philosophy.
Ensure Team Members' proper placement in assigned areas and report any shortages to Command Post for resolution.
Ensure Team Members' equipment is in place and functioning properly for assigned areas.
Have a full working understanding of all Guest Services event day roles and responsibilities (i.e., Ticket Scanners, Ushers, Guest Services Representatives, ADA Greeters) and all event logistics.
Communicate in a positive manner with Team Members when corrective action is needed.
Provide a post-event report citing all incidents, accidents, and event-related occurrences at the facility during the event that will require further attention.
Following each event, communicate with Guest Services Management issues of concern noted on event log and recommendations to improve.
Be involved during training exercises and supervisory meetings.
Be available to work events on an ongoing basis.
Perform all other duties as assigned.