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Guest Services Supervisor
AEG
Kansas City, MO, United States
Job Details - this job has expired, please see similar jobs below
Sprint Center owned and operated by Anschutz Entertainment Group (AEG) is a multi-use entertainment venue in Kansas City, Missouri. Sprint Center offers a variety of world class events including concerts, family shows, sporting events and other special events, while providing a clean and safe environment and guaranteeing the ideal entertainment guest experience and satisfaction.
Position Summary
Guest Services Supervisor is responsible for overseeing the Guest Services Representatives assigned to their area during Sprint Center events. The lead will provide staff with directions and information to assist staff in providing a memorable event experience for guests.
Essential Responsibilities
• Maintain pleasant, friendly and professional demeanor with guests and staff at all times
• Deploy staff for events. Assign appropriate breaks.
• Serve as mentor/coach to Guest Services Representatives
• Effectively communicate escalated employee issues to Guest Services Manager
• Assist in providing the basics of service tasks such as covering elevator shifts, providing wheelchair escorts, monitoring an aisle, taking tickets, directing guests, and tending to all guests’ needs
• Maintain a positive working relationship with all departments within the building 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 areas are empty of guests and lost items are recovered at conclusion of event
• Use excellent customer service skills and positive attitude when interacting with guests, vendors and employees
• Complete all assigned tasks within the guidelines and deadlines set by Guest Services Manager
• 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
• Maintain company confidentiality
• Other duties as assigned
JOB KNOWLEDGE, SKILLS AND ABILITIES
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
• Previous experience in venue supervision preferred
• Ability to adhere to the Guest Services and Security Department policies and procedures
• Ability to pass a criminal background check, employment verification, and drug screening
• Must have good conflict resolution skills and able to perform duties independently with minimum/moderate supervision.
• Must be able to lead by example and demonstrate outstanding leadership skills
• Ability to communicate effectively in English
• Able to work evenings and required to be available to work weekend and holiday events throughout the year.
QUALIFICATION STANDARDS
Education/Experience:
Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge, skills and abilities.
Physical Requirements:
• Ability to communicate, detect, observe, exchange information with guests, staff & supervisors
• Ability to move about the venue frequently and efficiently for extended periods of time.
Grooming:
All employees must maintain a neat, clean and well-groomed appearance (Please see Human Resources Policies and Procedures).
AEG reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship.
AEG may require an employee to perform duties outside his/her normal description.
EOE