Overview

The Guest Services Supervisor is responsible for the supervision of all Guest Services Staff and for providing excellent guest service at all PeoplesBank Arena and Pratt & Whitney Stadium events by assisting with planning, monitoring, directing, delegating and managing all functions of the Guest Services Staff. 

This role pays an hourly rate of $18.00

Benefits for Part-Time roles: 401(k) Savings Plan and 401(k) matching

This position will remain open until October 10, 2025.

Responsibilities

• Direct, train, instruct and oversee the daily performance of Guest Service Staff assigned to their sections, and to assist the Lead supervisor with employee issues and discipline
• Assist with conducting pre-shift meetings in a timely manner and assigning staff positions along with reviewing any pertinent information regarding the day’s event
• Ensuring that staff are directing patrons to the correct areas and are seated properly
• Interacts with patrons in a polite and professional manner and answers questions both professionally and accurately
• Enforce facility rules, policies and procedures and document and/or report incidents as they occur (performance, attendance, uniform, cellphones, harassment, injury, etc.)
• Make immediate decisions and communicate with Guest Services staff in emergency situations
• Supervises all Guest Service staff and activities for events at the XL Center to ensure high level of guest satisfaction in all pertinent areas of event experience.
• Must be always accessible and aware of staff members and surroundings and are prepared to respond immediately to guest disturbances or incidents
• Works closely with other building staff to identify, troubleshoot and resolve issues to ensure effective and professional event management
• Assists with conducting post-event meetings to discuss the event and any incidents that may have occurred
• Completely, and in a timely manner, submits event recap and incident/injury reports with appropriate documentation to the Lead Supervisor or Manager
• Perform other duties and responsibilities as required to the satisfaction of supervisors and management

Qualifications

• High School Diploma, GED or equivalent, required
• Direct Guest Service experience, preferred
• Principles and practices of effective customer service and employee supervision
• Must have the ability to work flexible schedule including long nights, early mornings, weekends, and holidays, as needed
• Self-motivated with excellent interpersonal and communication skills and the ability to function independently as well as part of a team and make management decisions in a fast-paced high-pressure environment, while remaining calm and flexible in times of stress
• Proven exceptional guest and client service capabilities and interpersonal skills