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AEG · 5 hours ago

Guest Services Supervisor- Part-Time- Internal Only (Peacock Theater)

Los Angeles, CA

Part-time

Onsite

Mid Level

$24.65/hr - $24.65/hr

3+ years exp

AEG is a leader in sports and live entertainment, hosting over 160 million guests annually. The Guest Services Supervisor I is responsible for providing excellent guest service while supervising the Guest Service Representatives at Peacock Theater and ensuring high standards of guest satisfaction.

Card and Board GamesLeisureSports

No H1B

Responsibilities

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

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 biennial Human Resources Harassment training

Submit Work Orders according to venue operational needs

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

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

Qualification

Guest service supervisionMicrosoft OfficeInterpersonal skillsBilingual (Spanish)Teamwork etiquetteTime managementDecision-makingAdaptability

Required

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