Overview

As a Guest Services Supervisor, you will oversee the ticket-taking operations at various events, ensuring efficiency, accuracy, and exceptional customer service. Your role involves supervising a team of Guest Services staff, coordinating entry procedures, and resolving issues to ensure a seamless guest experience. This role requires leadership skills, excellent communication abilities, and a proactive approach to problem-solving. A Guest Services Supervisor plays a pivotal role in ensuring the smooth and efficient operation of guest services at events.

This role will pay an hourly rate of $17.00.

For Part-Time roles: Benefits: 401(k) savings plan and 401(k) matching.

This position will remain open until December 31, 2025.

Responsibilities

• Supervise Guest Services Operations: Lead and manage a team of guest services staff, providing guidance, training, and support to ensure smooth operations.
• Team Management: Schedule shifts, assign duties, and monitor performance to ensure optimal staffing levels and adherence to protocols.
• Event Coordination: Coordinate with event organizers to understand entry requirements, seating arrangements, and any special instructions.
• Staff Training: Train guest services on ticket verification procedures, customer service standards, and venue layouts to ensure they are well-prepared for their roles.
• Quality Assurance: Conduct regular inspections to ensure ticket takers are following procedures accurately and providing excellent customer service.
• Problem Resolution: Handle escalated issues and complaints, resolving conflicts and addressing guest concerns in a professional and timely manner.
• Communication: Maintain open communication channels with event organizers, security personnel, and other staff members to facilitate smooth operations.
• Safety and Security: Ensure compliance with safety protocols and emergency procedures, and promptly address any security concerns or incidents. 
• Training and Development: Identify training needs and opportunities for professional development among ticket takers, providing coaching and feedback as needed. 
• Documentation and Reporting: Maintain accurate records of ticketing activities, attendance figures, and any incidents or issues encountered during events. 
• Continuous Improvement: Identify areas for process improvement and implement strategies to enhance efficiency, customer satisfaction, and overall guest experience. 
• Adherence to Policies: Ensure compliance with company policies, procedures, and regulations governing ticketing operations.
• Perform additional tasks and responsibilities as assigned.

Qualifications

• High School Diploma or G.E.D.
• 1 to 3 years of related experience in customer services.
• At least 1 year of Supervisor experience.
• Ability to follow instructions and work in a fast-paced environment.
• Must have strong verbal and written communication skills.
• Ability to handle stressful situations.
• Previous experience in a customer service-based industry is preferred.
• Previous experience within a sports, entertainment, or related field is preferred.
• Must be able to work a flexible schedule inclusive of weekends, nights and holidays required.
• Extensive time spent with moderate to loud noises.
• Frequent bending, standing for long periods of time and walking of the building.