Zone Leader Guest Experience

Hollywood Park Management Company, LLC.•Inglewood, CA

14h•$23 - $25•Onsite

About The Position

Hollywood Park is a nearly 300-acre sports and entertainment destination being developed by Los Angeles Rams Owner/Chairman E. Stanley Kroenke, with SoFi Stadium as its centerpiece. It is the largest urban mixed-use mega development under construction in the Western United States. Upon completion, it will feature up to 2,500 residences, a hotel, a retail district of up to 890,000 square feet, up to 5 million square feet of office space, and over 25 acres of public parks and open space. SoFi Stadium, home to the Los Angeles Chargers and the Los Angeles Rams, hosts major sporting events like Super Bowl LVI, the College Football Playoff National Championship, WrestleMania, the 2026 World Cup, and the 2028 Olympics. Adjacent to the stadium is the American Airlines Plaza, a 2.5-acre open-air plaza, and the 6,000-seat YouTube Theater, a versatile venue for concerts, comedy shows, esports, and more. Hollywood Park is committed to creating a workplace that celebrates diversity and allows team members to be their authentic selves. Our purpose is to create extraordinary experiences, one moment at a time, by being an iconic destination that celebrates our diverse and vibrant community, exceeding expectations and cultivating a fun, safe experience where lasting memories are made. Our S.T.A.R.S. commitments are: Start with Care, Thrive as a Team, Anticipate Unspoken Needs, Resolve with Respect, and Safety Always.

Requirements

A minimum of 1 year with Hollywood Park as a Team Lead (or equivalent) before applying for this position (Management has the discretion to make exceptions as appropriate).
A minimum of 2 years' experience in a prior lead role.
A proven track record of commitment to Hospitality/Entertainment/Guest Services.
Previous experience in leading a team of team members.
Strong verbal/written communication and interpersonal skills.
Positive and energetic attitude.
Ability to multitask in a fast-paced environment.
Requires a flexible schedule; able to work nights, weekends, and holidays as required.
Comfortable working in large crowds and loud environments.

Responsibilities

Leads and supports Guest Experience Team Lead(s) and their assigned teams of part-time team members as assigned by Guest Experience Management.
Complies with all standards, expectations, and policies of the Guest Experience department to ensure a safe, fair, and enjoyable workplace experience for all team members.
Attends pre-event leadership briefings and communicates all event information and instructions clearly and concisely in a group setting during zone briefings.
Conducts pre-event walk-throughs of assigned areas to ensure the venue and operation is set and ready to receive guests.
Effectively monitors the performance of the assigned team through engagement, motivation, and building teamwork.
Provides assistance with operational set up as instructed in the assigned area (Team Member Experience/GX Operations).
Monitors the needs of assigned areas and takes action to ensure area safety, cleanliness, and operational readiness.
Manages inventory of necessary event equipment for assigned areas, including radios, scanners, stools, wristbands, stamps, and keys; this includes picking up equipment pre-event, assigning equipment to team lead(s), and returning equipment post-event.
Serves as a single point of contact for all Team Leads within the assigned area.
Collects staffing attendance numbers and reports shortages to Guest Experience Management.
Proficiently uses assigned company equipment to perform job duties.
Assists team members as needed with emergency situations.
Ensures proper documentation of employee injuries, including any witness statements.
Maintains confidentiality of all company operations.
Communicates effectively (verbal and written) with management and other venue stakeholders.
Reports to and assists guests with issues and service recovery efforts.
Assists with Safety Services, State Police, and Medical (among other service partners) to approach area management and problem-solving collaboratively.
Assists with on-the-job training, coaching, and development of team leaders and event staff (event day/peer training) regarding policies, procedures, customer service, and job-specific training.
Effectively documents and reports incidents and feedback in post-event reports after debrief has been completed.
Ability to perform all duties of the Team Lead and Representative roles as needed.
Respectfully performs job duties safely and efficiently without accepting monetary value.
Required to attend monthly leadership meetings.
Other duties as assigned.
All positions, duties, and titles are subject to change based on department and company needs.