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Guest Services Supervisor, Part-Time
AEG
Brooklyn, NY, United States
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Anschutz Entertainment Group, Inc. (“AEG”) is a subsidiary of The Anschutz Company and one of the leading sports and entertainment presenters in the world. AEG owns a collection of companies including multi-use facilities such as STAPLES Center and Home Depot Center in Southern California, several sports franchises including the Los Angeles Kings (NHL) and Los Angeles Galaxy (MLS) and AEG LIVE, one of the world's leading concert promotions and touring companies. AEG is also currently overseeing the development of L.A. LIVE, 4 million sq. ft. downtown L.A. sports, residential and entertainment district.
Job Summary:
Guest Services Supervisors are responsible for providing excellent service at Barclays Center events to all areas of the Barclays Center. Reporting to the Guest Services Managers, the Guest Services Supervisor will supervise current Guest Services staff (GSRs, Ushers, and Ticket Takers) during Barclays Center events. This person must have experience managing large volumes of employees, and providing a high level of guest services to guests, facility tenants and season ticket holders.
Essential Duties and Responsibilities:
• Maintain pleasant, friendly and professional demeanor with guests and staff at all times.
• Deploy staff for events. Assign appropriate breaks & elevator shifts.
• Train staff in basic guest service skills. Actively monitor staff interactions with Barclays Center guests at all events to ensure high level of guest satisfaction and guest service.
• Provide leadership and guidance to staff. Serve as mentor/coach to all Guest Services employees.
• Administer appropriate performance reviews, counseling and disciplinary documentations as needed to ensure compliance of Barclays Center company/department policies in accordance with the Union contract.
• Effectively communicate escalated employee issues to Guest Services Managers. Work with department managers and Human Resources to resolve employee issues in a timely manner.
• Assist in providing the basics of service tasks such as covering elevators shifts, providing wheelchair escorts, monitoring an aisle, taking tickets, directing guests, and tending to any and all guests’ needs.
• Maintain a positive working relationship with all departments within the building (i.e. Security, Levy, Event Production) to ensure that all needs of our 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 suites are empty of guests and lost items at the conclusion of every event.
• Perform a variety of duties, often changing from one task to another, without the loss of efficiency or composure.
• Use excellent customer service skills and positive attitude when interacting with guests, vendors, & employees.
• Complete all assigned tasks within the guidelines & deadlines set by Guest Services Managers.
• Responsible for maintaining a fun, friendly, and safe environment in assigned sections.
• Effectively and calmly interact with angry or emotional guests and employees.
• Ability to memorize, recollect, and quickly retrieve relevant information.
• Follow all operating policies and procedures at all times.
• Maintain company confidentiality.
• Other duties as assigned.
Required Qualifications:
• High school diploma or equivalent.
• One (1) year prior customer service experience, preferably in a sports/entertainment venue environment.
• Reliable, punctual, and regular in attendance with good communication skills.
• Must have reliable transportation to and from Barclay's Center for scheduled shifts. Parking will not be provided.
• Must have the ability to read, write and understand English in a working environment.
• Friendly, outgoing personality.
• Ability to take direction well and work well with others.
• Ability to pass a pre-employment background check, and post-offer drug screening test.
• Have exceptional guest and client service capabilities.
• Able to work well with different personalities in a fast-paced environment and constant deadlines.
• Able to handle highly sensitive and confidential information.
• Have exceptional interpersonal and telephone skills.
• Able to work evenings and weekends.
• Must be proficient with Microsoft Word, Excel, Outlook and ABI.
• Must maintain a neat, well-groomed appearance that conveys professionalism at all times.
No visible tattoos, facial piercings, unnatural hair colors (i.e. blue, pink, etc.)
• Must be available to work at least five (5) evening events per week; including all events on Fridays, Saturdays and Sundays.
Holidays may also be included
Work Conditions:
• Tasks are performed with moderate supervision.
• Walking & standing occurs 90% of the time (4-6 hours per shift).
• Ability to lift 50 or more pounds
• Ability to push/pull up to 200 pounds.
• Employee may be assigned to work positions located outside.
• Employee may be scheduled to work until 12:00am or later.
• Employee should use precautions & follow safety guidelines.
Competencies:
• Customer/Client Focus
• Communication Proficiency
• Collaboration Skills
• Leadership
• Organization Skills
• Stress Management/Composure
• Flexibility
• Problem Solving