For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.

Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.

If you want to be challenged to up your game and make a difference, then join us in giving the world reason to cheer!

L.A. LIVE’s Peacock Theater hosts more than 120 music, family, dance and comedy acts, award shows, televised productions, conventions, and product launches with more than 500,000 guests passing through the doors annually.

Located across the street from Crypto.com Arena, the 7,100-seat theater opened in October 2007 with six sold out shows featuring the Eagles and The Chicks. Peacock Theater has since hosted concerts by artists like Alan Jackson, Charlie Wilson, Juan Gabriel, Aretha Franklin, Ed Sheeran, John Fogerty, Gabriel Iglesias, Marc Anthony, John Legend, Neil Young, Kelly Clarkson, Rush, Yanni, Nicki Minaj, Juanes, as well as The “American Idol” Finale shows, Michael Jackson’s This is It, Straight Outta Compton, The Hunger Games and Twilight movie premieres and more.

Peacock Theater is also home to the Primetime Emmy Awards and BET Awards, and has previously hosted the American Music Awards, ESPYs, Nickelodeon Kid’s Choice Awards, People’s Choice Awards, Radio Disney Music Awards, MTV Video Music Awards, MTV Movie Awards and a pair of Rock N’ Roll Hall of Fame Induction Ceremonies.

Job Summary

The Guest Services Supervisor I is responsible for providing excellent guest service at all Peacock Theater, L.A. LIVE and Crypto.com Arena events while supervising the Guest Service Representatives. The Supervisor is expected to establish and maintain good working relationships with building personnel, guests, visitors, and vendors.

Essential Functions

Staff Supervision 40% Daily

Assign Team Member deployments.
Assign and monitor appropriate rest/meal breaks.
Assign and monitor necessary equipment.
Actively monitor Team Member interactions with guests at all times to ensure a high level of guest satisfaction.
Provide leadership and guidance to Team Members.
Provide timely and appropriate coaching to Team Members on performance, both positive and corrective, using the “Situation, Impact and Alternative” guidelines.
Effectively communicate escalated Team Member issues to Guest Services Management.
Administer appropriate disciplinary documents as needed to ensure compliance of Crypto.com Arena, Peacock Theater and L.A. LIVE company/department policies in accordance with the SEIU Local 1877 Union contract.
Monitor and document Team Member tardiness and administer appropriate disciplinary documentation.

Guest Services 25% Daily

Resolve ticketing issues.
Accommodate guests with disabilities in compliance with the Americans with Disabilities Act.
Assist guests with directional and informational inquiries.
Serve as escalation point for guest complaints/issues.
Assist and provide angry or emotional guests with recovery services as needed.

Intradepartmental Needs 15% Daily

Monitor individual work emails frequently and respond as needed.
Submit approved Incident Reports according to venue specific guidelines.
Submit frequent Event Recap Reports, summarizing: Event, Team Member, Venue and Guest comments.
Promote ENCORE|LA by becoming an ENCORE|LA advocate and champion for its core principles and values.
Promote department specific safety trainings, including monthly Injury Illness Prevention Program (IIPP) trainings.

Interdepartmental Communications 5% Daily

Complete monthly Security Mentor lessons.
Complete biennial Human Resources Harassment training.
Submit Work Orders according to venue operational needs.

Time Management Daily 10%

Effectively manage time to ensure all event-related tasks are completed before the conclusion of each shift.
Complete Rest/Meal breaks following California Labor Laws.
Submit reports (i.e. Work Orders, Incident Reports, Event Recaps) in a timely manner.

Special Projects 5% Daily

Assist Guest Services Management team with special projects/tasks as assigned.

Required Qualifications

A minimum education level of: High School Diploma or its equivalency.
A minimum of 3 years of related work experience.
Proficient computer skills, including Microsoft Office applications (Outlook, Word, and Excel).
Able to read, listen, and communicate effectively in English, verbally and in writing.
Strong interpersonal and communication (written and verbal) skills.
Demonstrated ability to multi-task and perform under pressure.
Strong teamwork etiquette and relationship-building skills.
Able and willing to adapt to changes in nightly assignments.
Able to maintain Guest, Team Member, and Company confidentiality.
Able to move about throughout a shift, stand or remain in a stationary position (e.g., when assigned to a station or post) for multiple hours (4-6 hours per shift), and lift or move/position items weighing up to 30 lbs.
Strong decision-making skills.
Available to work at least five (5) events per week, including nights, weekends, and holidays.

Preferred Qualifications

Bilingual (Spanish) a plus.
At least 6 months home-based at Peacock Theater.
Previous experience working in a similar facility environment.

Pay scale: $24.65

Bonus: This position is not eligible for a bonus under the current bonus plan requirements.

Benefits: This position may be eligible for benefits (ACA qualification).

AEG's policy is to hire the most qualified applicants, and we comply with all applicable federal, state and local employment laws in making hiring and employee decisions. We are an equal opportunity employer and do not discriminate against applicants or employees on the basis of race, color, marital status, disability, religion, age, sex, sexual orientation, national origin, genetic information, veteran status, or any other legally protected status recognized by applicable federal, state or local law.

AEG reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship. AEG may require an employee to perform duties outside his/her normal description.

Employer does not offer work visa sponsorship for this position.

This Employer is subject to the Fair Chance Initiative for Hiring Ordinance (FCIHO) (LAMC 189.00)