Lead Guest Services Part-time

ASM Global • Kansas City, MO

97d

About The Position

Guest Services Lead oversees the Guest Services Representatives assigned to their area during T-Mobile Center events. The lead will provide staff with directions and information to assist staff in providing a memorable event experience for guests.

Requirements

• A minimum education level of a High School Diploma or its equivalent
• 2+ years of related work experience.
• Ability to adhere to the Guest Services & Security Department policies and procedures.
• Strong interpersonal and communication (written & verbal) skills.
• Must have good judgment and conflict resolution skills and be able to perform duties independently with minimal/moderate supervision.
• Must be able to lead by example and demonstrate outstanding team and leadership skills.
• Demonstrated ability to multitask in a fast-paced environment and perform under pressure.
• Relationship-building skills and the ability to maintain effective professional relationships with staff at all levels and guests.
• Dependable to work events which include evenings, weekends, and holidays throughout the year.
• Ability to communicate effectively in English, detect, observe, and exchange information with guests, staff & management.
• Ability to move about the venue frequently and efficiently for extended periods.

Nice To Haves

• Previous work experience in a sports, entertainment, or convention facility environment.
• Experience in venue supervision.
• Bilingual English/Spanish.

Responsibilities

• Assign Guest Service Representative deployments and monitor appropriate rest/meal breaks.
• Actively monitor GSRs' interactions with guests to ensure a high level of guest satisfaction.
• Provide support, guidance and coaching to Guest Services Representatives.
• Effectively communicate escalated employee issues to the Guest Services Management team.
• Effectively assist GSR with escalated guest situations when needed.
• Assist in providing the basics of service tasks such as covering elevator shifts, providing wheelchair escorts, monitoring aisle, taking tickets, directing guests, and tending to all guests' needs.
• Maintain a positive working relationship with all departments within the building to ensure all needs of T-Mobile Center guests are met.
• Ensure that all equipment is checked out appropriately, properly utilized by staff and checked back in.
• Work with security to ensure that all areas are empty of guests and lost items are recovered at the conclusion of the event.
• Other duties as assigned

What This Job Offers

• Career Level: Entry Level
• Industry: Performing Arts, Spectator Sports, and Related Industries
• Education Level: High school or GED