Guest Services Supervisor - Internal Only (Crypto.com Arena)
- Los Angeles, CA
- Permanent
- Part-time
- 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 company/department policies in accordance with the SEIU Local 1877 Union contract.
- Monitor and document Team Member tardiness and administer appropriate disciplinary documentation.
- 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.
- 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.
- Complete monthly Security Mentor lessons.
- Complete biannual Human Resources Harassment training.
- Submit Work Orders according to venue operational needs.
- Effectively manage time to ensure all event related tasks are completed prior to the conclusion of each shift.
- Complete Rest/Meal breaks in accordance with California Labor Laws.
- Submit reports (i.e. Work Orders, Incident Reports, Event Recaps) in a timely manner.
- Assist Guest Services Management team with special projects/tasks as assigned.
- 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).
- Available to work at least five (5) events per week, including nights, weekends and holidays.
- 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 assignment.
- 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.
- Able to read, listen and communicate effectively in English, both verbally and in writing.
- Must be able to work evenings, weekends, holidays, as scheduled.
- Bilingual (Spanish) a plus.
- Previous experience working in a similar facility environment.