TITLE: Suites & Penthouse Level Lead

POSITION TYPE: Part Time, Non-Exempt

COMPANY: Sharks Sports and Entertainment, LLC

LOCATION: SAP Center

REPORTS TO: Ushering Supervisor

POSTING DATED: August 1, 2024

Pay Range: $23.48-$26.49 per hour (SEIU Local 1877- Salary Schedule)

Position Overview

As a part-time Suites & Penthouse Level Lead, you will take on additional responsibilities beyond your Usher position. In this role, you will lead a team of suite attendants and access control ushers to create exceptional and safe experiences for guests in select premium spaces at SAP Center, including concourse suites, penthouse suites, penthouse terraces, and penthouse plazas.

Essential Duties and Responsibilities:

Ensure proper access control standards are upheld at entrances to press box, Penthouse level, plazas, terraces, and suites
Troubleshoot and assist guests with the use of Fortress scanners at concourse suites
Meet with the Ushering Overall Supervisor to attain materials for the event and any other pertinent information.
Take attendance and brief staff at the start of their shift before sending them to their position. Fill any holes and adjust to any last-minute staffing requests in your area.
Check-in with and confirm staff on roster are positioned correctly. Serve as the lead source of information on suites information for any questions attendants may have.
Respond to incidents as requested by Base on the radio which can include but are not limited to duplicate ticket issues, housekeeping needs, broken seat calls, guest criticisms, etc.
Call for and provide backup to the Conflict Resolution Team (CRT) in response to behavior and medical incidents
Be knowledgeable on the emergency procedures for all areas overseen
Have a strong understanding of the workings of the Penthouse Plaza, including group activations and staff responsibilities
Have a strong understanding of the workings of the press box, including proper credentials, seating, and operations
Keep the Suites Manager on Duty and the Ushering Overall Supervisor appraised of any major incidents. Make sure a blue card is filled out.
Ensure all staff have the supplies they need to perform their job duties and request more as needed
Regularly observe frontline team member performance, coach team members on proper policies and procedures as needed. Report to the Ushering Overall Supervisor and/or Guest Experience Manager any issues requiring further follow-up.

Minimum Qualifications

Ability to work various shifts, weekends, possibly holidays, and late nights.
Demonstrated situational awareness skills to be able to identify issues and opportunities.
Skilled in de-escalating high-intensity situations with guests and team members
A strong leadership presence: supports team members, good listener, uses tact in decision making, and follows up with supervisor and management regarding team member feedback
Able to read, comprehend and articulate ticket information.
Must be able to critically think and articulate directions to guests.
Ability to work effectively with a variety of guests to ensure all needs are met.
Be able to communicate information in a positive manner, even when the others are not positive.
Must be dependable by maintaining acceptable attendance and punctuality.
Ability to follow instructions.

Physical Requirements

Ability to sit, stand, walk, stoop, and crouch for extended periods of time
Ability to bend at the waist, reach overhead and lift up to 25 lbs with or without accommodation
Physically navigate stairs and catwalks at SSE facilities during normal work hours and events with or without accommodation

What We Offer

Competitive compensation
401K (pre-tax and Roth options) after meeting hour requirements
Employee referral bonus program
Employee recognition program
Complimentary or discounted sports and event tickets
Discount in the Sharks Pro Shop
Food and beverage discounts when working (excluding alcohol)
Spot Pet Insurance
Give Virtual Care (GVC)
Complimentary Barracuda tickets
Complimentary ice skating at Sharks Ice (San Jose, Fremont, and Oakland)
Discount on various hockey programs at Sharks Ice
Fun work environment
An inclusive culture that values diversity of background and a passion to improve our SSE's commitment to change with impact on our community and industry

This position is not eligible for U.S. work authorization sponsorship.

Summary:

Born in 1991, Sharks Sports and Entertainment ("SSE") has grown into a multi-faceted organization that includes the SAP Center, the NHL San Jose Sharks, the AHL San Jose Barracuda, the Tech CU Arena, three Sharks Ice facilities, and the non-profit Sharks Foundation. Additionally, we are growing our organization through expansion in the Bay Area and surrounding communities in Northern California.

We work and play in the Bay Area, and are deeply influenced by the technology, innovation, diversity, and commitment to excellence that surrounds us. Our culture is transforming to reflect those values, with an eye towards a pioneering, forward-thinking, and inclusive environment in sports and entertainment.

We live, work, and innovate by a set of Pioneering Principles:

T - Team success is more important than individual success

E - Exceptional experience is non-negotiable in everything we do

A - Appreciate others for their diversity and opinions

M - More risk leads to more rewards and expands our comfort zones

T - Trust that all teammates have the best intentions

E - Empower all teammates to make informed decisions

A - Always say what you really mean and do what you say

L - Lead by showing the respect to others you expect from them

We strive to unite people through a shared love of ice sports, entertainment, and our hometown. We are #TealTogether.

Our Commitment to Diversity, Inclusion & Belonging

Here at Team Teal, we recognize and celebrate that individuals come with a wealth of experience and talent well beyond any list of required skills and qualifications - in fact, we believe diversity of backgrounds and skills, combined with passion, are the most important keys to meaningful innovation and excellence. Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.

Equal Opportunity Employer

Sharks Sports and Entertainment is an equal opportunity employer. We accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, national origin, marital status, medical condition as defined by state law (genetic characteristics or cancer), physical or mental disability, military service or veterans' status, pregnancy, childbirth and related medical conditions, genetic information, or any other classification protected by applicable federal, state, and local laws and ordinances.

Notice to Recruiters and Agencies

SSE recruits candidates directly, rather than through third-party recruiters or agencies. Under no circumstances will SSE pay a fee for candidates submitted or presented without a signed recruiting agreement in place between SSE and the recruiter or agency prior to the submittal; any submittal must be for requisition specifically and individually assigned in writing by SSE's HR department. In the case of candidate(s) submitted or presented to SSE by a recruiter or agency without a signed agreement AND written assignment by SSE Human Resources, SSE explicitly reserves the right to pursue and hire those candidate(s) with no financial obligation to the recruiter or agency.