Guest Services Lead Supervisor - $21.00 per hour

The Guest Services Lead Supervisor is a customer service-focused leader who ensures a safe, welcoming, and memorable experience for all guests and team members at Grand Casino Arena, Roy Wilkins Auditorium, and RiverCentre. This position supports the Guest Experience team by implementing service initiatives, supervising staff, and responding to event needs with professionalism and care.

Responsibilities/Essential Functions:

• Leading staff operations and ensuring smooth event execution across multiple venues.
  • Responsible for the deployment and conduct of staff, including counseling of employees and supervisors.
  • Oversee the entry process, ensuring valid ticket verification, efficient guest flow, and resolving scanner issues; serves as a liaison between the Box Office and Guest Services.
  • Identifies and monitors potential problem areas, inspecting event spaces before and during events to ensure safety and readiness.
  • Responds promptly to calls and emergencies, coordinating with internal teams as needed.
  • Ensure proper evacuation procedures are implemented, working with the Emergency Management Team (EMT) and Manager on Duty (MOD) to guide fans and staff safely to designated areas.
  • Communicates and coordinates with Guest Services Supervisors regarding staff breaks, uniforms, handouts, ticket issues, and schedule changes.
  • Conduct pre-shift meetings with supervisors before each event to share key event details and any special requirements.
  • Assists guests with directions, seating, and locating amenities such as food and restrooms.
  • Assists with training and evaluation of new employees as needed.
  • Collaborate with leadership to facilitate operational changes, complete special tasks, and respond to management direction.
• Documentation and team engagement responsibilities to support staff development and guest satisfaction.
  • Accurately completes documentation for incidents, including detailed reports with time, location, resolution, witness identification, and follow-up with MOD and involved staff.
  • Documents staff counseling sessions, outlining the issue, involved parties, resolution steps, and coaching provided.
  • Remains fully informed of policy changes and provides effective coaching and guidance to resolve employee issues.
  • Report feedback on staff performance, including supervisor evaluations, to management.
  • Maintains active awareness of employee engagement, listening attentively to concerns and using sound judgment when interacting with staff and guests.
• Perform other duties as assigned.

Position Requirements:

Formal Education & Certification:

• At least 18 years old.

Knowledge & Experience:

• Minimum of 1 year of experience as a Guest Services Supervisor; prior supervisory experience strongly preferred.
• Demonstrated customer service experience in a fast-paced, guest-facing environment.
• Able to step into and perform all departmental roles, including ushering, ticket scanning, and guest assistance.
• Strong problem-solving skills with the ability to assess and resolve issues promptly and effectively.
• Follows instructions and responds appropriately to management direction.
• Maintains professionalism in all interactions with guests and staff.

Personal Attributes:

• Fan-focused and customer service-oriented, with a positive and approachable demeanor.
• Leads by example, consistently maintaining a professional appearance and attitude.
• Confident in delegating tasks and making timely decisions under pressure.
• Demonstrates sound judgment and attention to detail in all aspects of the role.
• Works independently and collaboratively in a team-driven, service-oriented environment. 

Work Conditions:

• Available for a minimum of eight shifts per month, except in March, when you need to be available 8 times.
• This position works irregular hours, including nights, weekends, and holidays, based on events or throughout the campus. 
• Available to work at Wild games, concerts, and other events. 
• Capable of reading mobile tickets and providing accurate directions to guests.
• Able to work all Guest Services positions within the facility.
• Ability to stand up to 4-6 hours at a time.
• Able to walk up and down steps.
• Ability to work in an elevator for extended periods.
• Physical requirements include sitting, walking, standing, bending, squatting, climbing, kneeling, twisting, lifting, grasping, etc., for the entirety of the shift. 
• Lifting requirements include being able to lift 25 pounds. 
• May push and pull wheelchairs up to 300 lbs. 
• Work outdoors as needed year-round. A weather coat will be provided.
• This position does not guarantee a set number of hours.

ADA/EEO Statement:

Our company is committed to complying with the Americans with Disabilities Act (ADA) and providing reasonable accommodations to qualified individuals with disabilities. If you require an accommodation to participate in the application process or perform the essential functions of the job, please contact the People Team to request an accommodation. We will engage in an interactive process to assess your needs and provide appropriate accommodations to enable you to perform the essential functions of the position unless it would cause an undue hardship.