Position: Guest Services Supervisor

Department: Guest Services

Reporting To: Sr. Manager, Facility Programming & Guest Services

Our Purpose:

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. 

Since the team was awarded in 2018 through to our first puck drop in 2021, the Kraken brand has become one of the most recognized and beloved in the NHL. Playing at Climate Pledge Arena, the most sustainable arena in the world, we want to provide a memorable experience every night and make fans for life. Our joint foundation, One Roof Foundation aims to advance equity and sustainability by increasing opportunities to thrive for our most vulnerable young people and communities.

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

The Seattle Kraken aspire 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 played ice hockey before or are still learning about the sport—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: hr@seattlekrakenhockey.com.

Position Summary:

This full-time position is responsible for overseeing the guest experience at Kraken Community Iceplex. As the Guest Services Supervisor, you will help lead the team of 30 guest services representatives, coordinate with various departments within the organization, and strive to provide exceptional services for all visitors, customers, and Kraken fans.

Leadership is a critical component to the GS Supervisor's role. The Supervisor is expected to lead by example – modeling exceptional service, professionalism, and communication. In addition, the GS Supervisor should find personalized ways to bring out the best in each team member, fostering growth, accountability, and a strong team culture.

The Guest Services Supervisor will work 80% of time (4 days) as a shift lead at the desk, with 20% (1 day) used for an administrative office day. The GS Supervisor front desk hours will be scheduled for maximum coverage of GS senior leadership during the majority of key facility hours to best maintain a level of consistent communication and oversight of all GS shifts. KCI’s busiest times often occur on weekends and early evenings, when senior leadership is most critical. The GS Supervisor role will focus 75% coverage across those weekend shifts, with the other GS Manager covering the remaining 25% of weekend shifts.

Essential Duties & Responsibilities:

Guest Services Representatives

Train, develop, and lead the team of GS representatives.
- Bi-annual staff meetings & trainings.
- Morale, Kudos & camaraderie building.
- Staff task management follow through and discipline.
Manage staff access to Hot Schedules.
- Schedule
- Responsible for scheduling staff weekly at a two-week out cadence and maintaining consistency in individual schedules as best possible.
- Point person for weekend coverage and call-out requests and approvals.
- Work with events team to staff hosts for corporate and small group bookings.
  - Send event host schedule to 32 B&G for event tip out every 2 weeks.
Shift Leads
- Communicating and problem solving with shift leads to ensure our standards are being met during all venue hours.
- Oversee Birthday Party specialist, processes, and overall product.

Venue Operations

Locker Room schedule ownership.
- Coordinate with program managers to assign locker rooms based on events, team practices, and daily programming needs.
Processes & Procedures
- Document, maintain, and refine processes to ensure staff are functioning and communicating efficiently.
- Work with other departments to communicate a knowledgeable and cohesive voice to visitors.
- Responsible for general customer refund requests, complaints, and follow up.
- Daily GS procedures – continue to monitor processes and stay on top of systems & processes that are operated by GS staff to ensure accurate & efficient program support and venue policies.
- GS Communications – ensure staff utilize current systems and guidelines in place to be able to accurately respond to customer questions via email, phone and in-person, with updates from program managers, operations, 32, security, and around facility requirements.

Required Experience & Qualifications:

Previous experience at a sport facility & front line staff management
Demonstrated ability to manage and communicate with part-time staff
Understanding of league or facility software schedule management (Ideally DaySmart)
Hockey, skating and ice facility programming & sport venue business
Strong verbal and written communication skills, with an expert ability to present and communicate new ideas and concepts.
Extremely organized and detail oriented, resourceful, quick learner and able to handle multiple projects simultaneously.
A high degree of personal integrity and consistently put the interests of the organization first.
Must be a fierce communicator and cross-organizational collaborator.

Preferred Experience & Qualifications:

Bachelor’s degree from a four- year college or university in business or related field, or equivalent combination of education and industry experience.

Total Rewards Package:

Compensation:
- In accordance with Washington’s Equal Pay and Opportunity Act, the expected rate for this position is $30 per hour. Actual base pay will depend on employee’s experience and other job-related factors permitted by law.
- Bonus eligibility
- Monthly cell phone stipend
Benefits & Perks:
- Company-paid medical, dental, and vision insurance, including premiums for eligible dependents enrolled in the plans
- Company-paid life insurance and short & long term disability insurance
- Company-paid employee assistance program and Headspace subscription
- Flexible spending accounts and voluntary accident, critical illness, and hospital indemnity insurance available
- Company-paid Orca card
- 401k (pre-tax and Roth) with Company match up to 4%
- 10 vacation days, 3 personal holidays, and accrued sick time
- Minimum 10 paid holidays per year
- Paid parental leave
- Kraken ticket stipend and employee only pre-sale opportunities to non-Kraken events
- Discounts at the Kraken Team Stores, Kraken Community Iceplex, 32 Bar & Grill, and other partners
- Company-wide recognition platform
- Corporate office located at the Kraken Community Iceplex in Northgate; within walking distance of the Northgate Light Rail Station and Northgate Transit Center; free parking

Working Conditions:

Minimal Travel (<10% travel): May be required to travel. Trips may require air travel and/or overnight stay away from home for one or more nights.
Must be able to work a flexible schedule inclusive of weekends, nights and holidays required
Frequent bending, lifting 15-20 pounds, sitting, exposure to multiple external elements, extensive walking through the building including inclines and stairs.

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, retaliation, 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.