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Overview

Our Guest Service Supervisor team will be essential in creating a safe and memorable experience for all guests and team members at UBS Arena. This role requires a positive attitude, as well as a team-driven and proactive mindset. Each member of this team is responsible for providing an exceptional level of service to our guests in addition to access and crowd control for UBS Arena.

This role will pay an hourly wage of $23.25.

For PT roles: Benefits: 401(k) savings plan and 401(k) matching.

job expires 12/31/2024

Responsibilities

• Ability to communicate clearly
• Ability to give concise directions to guests and team members
• Ability to work in outdoor conditions
• Apply critical thinking skills to problem-solve and make decisions in the absence of leadership
• Assign and manage department equipment
• Assist guests in finding their seats, restrooms, concessions, and other venue amenities
• Assist guests with disabilities with reasonable requests for accommodations, including but not limited to wheelchair escort services
• Assist with crowd control measures
• Awareness and application of soft skills
• Complete all necessary pre, during, and post documents, paperwork, and reports according to assignment
• Complete incident reports for accidents and out-of-the-ordinary events while transporting
• Complete wheelchair logs to document escorts
• Control access and press buttons to the elevator to limit patrons touching elevator buttons
• Coordinate team member post assignment
• Coordinate with the dispatcher for assignments regarding wheelchair assistance, as well as additional assistance for guests in parking lots or shuttles
• Effectively communicate safety and security measures throughout the arena
• Enforce policies, procedures, and standards for team members and guests
• Engage with team members and guests positively and effectively
• Facilitate employee pre and post-briefing
• Identify opportunities to create memorable experiences for team members and guests
• Manage elevator capacity
• Manage team member breaks
• Manage team members pre-, during, and post-event
• Manage team members and/or guests during emergency events
• Proactively welcome guests and assist with questions and requests
• Provide accurate facility information with excellent customer service to guests
• Provide critical and positive feedback through coaching sessions to team members and leadership
• Provide exceptional guest service
• Respond to and/or escalate guest complaints, concerns, and compliments
• Transport guests in need of a wheelchair escort safely to and from required locations, remaining alert to potential hazards that may cause an accident
• Utilize electronic devices such as handheld devices, computers, and/or tablets
• Understand, retain, and adhere to safety protocols and procedures
• Understand, retain, and provide event information to guests and team members.
• Other organizational and administrative duties as determined by management

Qualifications

• Experience in a collaborative team environment
• Experience in a customer service-based industry is essential
• Experience within a sports, entertainment, or related field is essential
• Minimum 2 years' experience in a supervisory and/or leadership role
• Must be able to complete all required trainings
• Must have a working email address
• Strong verbal and written communication skills are essential
• The ability to function independently in a fast paced, high-pressure environment is essential
• The ability to read, write and understand English
• The ability to utilize web-based programs and digital equipment
• The ability to work flexible schedule including long hours, nights, weekends, and holidays is essential
• The ability to work with the public and have interpersonal and communications skills is essential

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

Ability to stand in the same spot for extended periods of time

Ability to walk up and down stairs

Ability to work steep, elevated areas

Ability to be mobile

Ability to push, pull, and/or lift 75lbs or more

Work Environment:

The duties of this position are performed primarily indoors

The noise level in the work environment will range from moderate to loud

While performing duties of this job, the employee may be exposed to outdoor weather conditions when serving as ticket taker

Must uphold and maintain a customer friendly environment

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