Located in the vibrant Atlanta Metro area, Trilith LIVE is designed to host concerts, rehearsals, live audience productions, conventions, corporate meetings, performing arts, tradeshows, exhibitions, special events, and so much more! Spanning 530,000 square feet, Trilith LIVE features a 2,200-seat theater, 50,000 square feet of sound stages, multi-purpose meeting rooms, support space, dressing rooms, green rooms, production offices, suites, wardrobe, audience holding areas, outdoor plaza areas, full-service catering and concessions, box office, and a 730-space parking deck.
Trilith LIVE is seeking an Experience Supervisor to join our growing team. The Experience Supervisor is responsible for the guest's event experience. This role ensures high levels of hospitality for all guests in attendance.
ESSENTIAL RESPONSIBILITIES
- Provide world-class hospitality to guests before, during, and after events.
- Greet guests with a warm, friendly, and professional demeanor at all points of contact.
- Anticipate guest needs, recognize opportunities to create memorable moments, and be proactive in preventing guest issues.
- Oversee the guest screening process, including bag checks, metal detectors, and hand wands, ensuring a safe and welcoming entry experience.
- Resolve escalated guest and security issues, providing appropriate warnings and/or ejections if necessary.
- Respond promptly to any incidents or emergencies that may arise during the event that needs escalation to a supervisor, while also empowering staff to provide solutions with confidence.
- Complete incident reports accurately and in accordance with Trilith LIVE’s Standard Operation Procedures.
- Provide service recoveries by taking ownership of guest issues and ensuring positive outcomes.
STAFF SUPERVISION
- Conduct pre-event and post-event briefing sessions ensuring Experience Team Members are equipped with all necessary information needed to execute a memorable event.
- Deploy staff for events and ensure appropriate breaks and necessary equipment.
- Provide on the job guidance, coaching, and support to Experience Team Members to ensure consistency in hospitality and security practices.
- Deliver timely, constructive feedback to staff, recognizing achievements and addressing performance issues as needed.
- Lead by example, modeling Trilith LIVE’s standard of providing world-class hospitality to all guests.
REQUIREMENTS
- Prior experience in guest services, event management, or supervisory role preferred.
- Must have availability to work 60% of scheduled events monthly.
- Strong communication, leadership, and conflict resolution skills.
- Ability to remain calm and make sound decisions in high-pressure or emergency situations.
- Must be able to stand for 4-6 hours at a time.
- Available to work variety of shifts, including mornings/evenings, weekends, and potentially holidays.
- Reliable transportation to and from the venue.
PHYSICAL DEMANDS / WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, talk, hear, walk, stand, stoop, kneel, use hands and fingers with dexterity, feel, and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. The noise level in the work environment can be moderate to loud.
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.
