Spectra

Spectra Careers

Supervisor, Guest Services |XL Center - Spectra (Hartford · CT)

Spectra jobs
Sports Jobs in Hartford · CT
Facility Operations/Event Staff: Facility/Venue Management
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Overview
The Guest Services Supervisor is responsible for the supervision of all Guest Services Staff and for providing excellent guest service at all XL Center and Pratt & Whitney Stadium events by assisting with planning, monitoring, directing, delegating and managing all functions of the Guest Services Staff.  

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
Guest Services staff must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
 
  • 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