About Us: 

We are building a championship organization that serves our fans, community, and business partners through world-class sports and entertainment. We believe that Winning Matters, our Fans Come First, with Risk Comes Reward, Great Teams Can Achieve Unimaginable Results, Honoring the Pacific Northwest is Our Duty, and Driving the Business is Our Responsibility.

Climate Pledge Arena, located at Seattle Center, is the complete redevelopment of an historic landmark, originally built for the 1962 Seattle World's Fair. The arena is home to the NHL’s Seattle Kraken, WNBA's Seattle Storm, PWHL Seattle and the world's biggest performers of live music and events. The arena is named after The Climate Pledge, an initiative founded by Amazon and Global Optimism asking global corporations to become net zero carbon by 2040. Climate Pledge Arena has one of the most progressive sustainability programs of any building its size, including being the world’s first Zero Carbon Certified arena. Climate Pledge Arena opened October 19, 2021. Visit climatepledgearena.com

Position Summary: 

Our Hospitality and Tours Team are essential in leading safe and memorable experiences for Premium and Tour guests at Climate Pledge Arena. Hospitality Supervisors support the team during event days and during arena wide public and private tours. Think of your best hospitality experience and help us recreate it for our guests!

Essential Duties & Responsibilities:

• Conduct pre-event briefing with a team of approximately 5-10 team members for the event
• Ensure proper set up of assigned areas including but not limited to any scanners, iPads, stanchion, technical devices, etc.
• Provide a seamless and positive experience for our guests and staff.
• Assign positions to team members as needed, ensuring all essential positions are covered
• Lead, empower, coach, train, mentor staff as needed. Engage with team members in a positive and effective manner
• Ensure staff is in assigned post prior to doors and that Premium spaces are show ready before, during and after each event by conducting walk-throughs.
• Schedule appropriate breaks to Hospitality team members

• Complete a nightly report summarizing guest concerns, attendance notes, team member concerns and supervisory issues. Note any opportunities for guest recovery and recommendations for enhanced service opportunities/standards

• Find resolution for escalated guest and staff queries, complaints, and concerns.
• Assist in resolving concerns with guest seating, complaints, and minor disruptions to the event
• Support the Manager on duty during events and tours.
• Work as event lead for private events or tours.
• Enforce all arena and event policies and procedures
• Assist team member discipline and behavioral management as needed.
• Assist management team with training, hiring fairs, recruiting events and other events as assigned
• Work closely with in-house departments and third-party vendors, including Food and Beverage, Merchandise, Parking, Security, Housekeeping, and Premium Sales to best facilitate and accommodate guest requests, resolve issues, and coordinate services.
• Supervise team members under the parameters of a union contract
• Perform other duties and responsibilities as assigned.

Required Experience & Qualifications: 

• Minimum 50% monthly event availability (subject to change); must work at least one event per month unless otherwise approved.
• Demonstrate ability to follow instructions and work in a fast-paced environment
• Proven ability to coach and motivate others while building positive relationships.
• A high degree of personal integrity and consistently put the interests of the organization first
• Extremely organized and detail oriented, adaptable, resourceful, quick learner and able to handle multiple projects simultaneously
• Must be a creative problem solver who can identify solutions and address both employee and guest concerns efficiently and professionally while remaining calm under pressure
• Excellent verbal communication and public speaking skills.
• Knowledge of premium and concierge service principles.
• Must be 18 years of age or older.

Preferred Experience & Qualifications:

• Previous experience in a customer service-based industry
• Possess prior experience in managing or supervising staff
• Previous experience within a sports, entertainment, or related field
• Previous experience as a tour guide, public speaker, or actor/performer.

Working Conditions: 

• 50% monthly event and tour availability commitment. Event availability requirement is subject to change.  
• Must be able to work a flexible schedule inclusive of weekends, nights, and holidays.
• Frequent bending, lifting 15-20 pounds, exposure to multiple external elements, extensive walking and standing for long periods of time or ability to navigate the arena with an accessible device/ equipment given the conditions listed above.

Compensation

• In accordance with the Washington State Equal Pay and Opportunity Act, the expected rate for this position is $29.16/hr
• This role is non-exempt and eligible for overtime pay

Benefits & Perks:

• Company-wide recognition program
• Company-paid Orca transit card
• Complimentary parking
• Employee meal perks

Our Commitment to Diversity, Equity, and Inclusion in Hiring:

Climate Pledge Arena aspires to write a new playbook in sports and entertainment that includes everyone. In alignment with this vision, if you don’t meet every job requirement listed—or if you haven’t worked in the industry or are still learning about the industry—we still encourage you to apply. We understand you may bring other relevant experiences and expertise to help us become the highest performance organization we can be. One of our core values is ‘Make Us Better’ and we recognize diversity, equity and inclusion as a critical business strategy.

If you’d like to request an accommodation in the application or interview process, please let us know by emailing: [email protected].

Seattle Hockey Partners, LLC and Seattle Arena Company, LLC are proud to be an equal opportunity workplace. We do not discriminate on basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or any protected category prohibited by local, state or federal laws.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.