Houston Rockets
Part-Time Event Day Guest Experience Supervisor
Houston Rockets - Part Time
Houston · TX
Guest Services
1
1
hours ago
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General Description:
The Event Day Guest Experience Supervisor is responsible for specific areas that they are assigned to on event day. This role leads frontline team members, resolves guest concerns in real time, and ensures operations readiness across assigned areas of the arena. This position plays a key role in creating a positive, energetic, and safe environment that reflects the organization commitment to Passion, Accountability, Customer Focus, and Teamwork. The supervisor will lead their team of designated staff throughout the event and be the first point of contact for any issues that may arise for our guests in attendance. This position is needed for almost every event at the Toyota Center and is a vital role for the arena to fully function on event nights.
The Event Day Guest Experience Supervisor is responsible for specific areas that they are assigned to on event day. This role leads frontline team members, resolves guest concerns in real time, and ensures operations readiness across assigned areas of the arena. This position plays a key role in creating a positive, energetic, and safe environment that reflects the organization commitment to Passion, Accountability, Customer Focus, and Teamwork. The supervisor will lead their team of designated staff throughout the event and be the first point of contact for any issues that may arise for our guests in attendance. This position is needed for almost every event at the Toyota Center and is a vital role for the arena to fully function on event nights.
RESPONSIBILITIES include but are not limited to:
- Supervise part-time Guest Experience Representatives, ushers, and event staff
- Communicate efficiently with all staff about event details.
- Provide real-time coaching, direction, and performance feedback during events.
- Able to discipline staff appropriately and in a respectful manner.
- Brief your staff before doors open for the event and assign them to their work post for the night.
- Coordinate breaks for your staff.
- Keep written notes of any issues that arise during the event and turn into guest service manager on duty at the end of the night.
- Always be present in your work area.
- Call in to dispatch any emergencies, maintenance issues, or spills that you encounter.
- Abide by all Toyota Center rules and regulations regarding safety and guest conduct.
- Be flexible and available throughout the entire event night. Other tasks include ticket taking, wheelchair escort, working in various areas of the arena as needed.
- Demonstrates our One Team philosophy of Passion, Accountability, Customer Focus, and Teamwork.
MINIMUM QUALIFICATIONS:
- 1-2 years of supervisory experience needed.
- 2-4 years of Customer Service experience.
- Must be able to work a high volume of events.
- Excellent verbal and written communication skills.
- Ability to be flexible on the job and move to different areas around the building.
- Ability to work with all types of personalities.
- Have reliable transportation.
- Must be able to work flexible hours with nights, weekends, and holidays.
- Must be able to work 70% of the Toyota Center events each month.
PHYSICAL & MENTAL REQUIREMENTS:
- The employee is regularly required to sit, stand, walk, and communicate with others.
- The vision requirement includes the ability to review written and electronic materials in both digital and physical format.
- The employee must be able to transfer and move items for departmental needs.
- The employee must be able to adjust to changing work hours and locations as needed in light of the strong focus on external communications and relationships.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
