Job Description
We are seeking energetic and customer service oriented Event Leads to join our Guest Services team. The Event Leads will supervise Guest Services staff members within a designated area to ensure a successful arena event and overall department performance. Event Leads provide assistance to guests, Guest Services Managers, and other departments to ensure facility readiness, excellent customer service, and operational continuity. The Event Lead will rotate between Door, Usher, and Security duties and responsibilities.
Event Lead Duties:
Inspects areas of responsibility to ensure Guest Services is compliant with established facility standards
Prepares and monitors departmental equipment and supplies throughout the events
Answers customer questions correctly or gives appropriate alternatives for service recovery
Determines appropriate responses to problems and emergencies
Ensures proper procedures are implemented during evacuations by team members in designated area
Conducts event staff briefings prior to each event to provide specific event related instructions
Deploys and supervises team members in designated area
Accurately completes necessary documentation for Incident Reports, Deployment Record, etc.
Conducts mandatory uniform inspections
Assists with training and evaluation of new employees
Encourages all staff to be guest friendly and always projecting a positive and upbeat attitude
Enforces arena and league policies and procedures throughout the facility
Ensures that each employee under his/her supervision follows the prescribed policies and procedures
Coaches and counsels team members and completes documentation of counseling paperwork when required
Remains fully versed with policy changes and passes the information along to team members
Ensures that all employees under his/her supervision meet all policies and procedures and, if not, report all violations as well as exceptional job performances to management
Inspects areas prior to event to ensure areas are safe and ready to accommodate guests and clear venue of unauthorized personnel
Coordinates coverage for team members during assigned break periods
Identifies and monitors the behavior of unruly guests and diffuses potential problem situations
Refers problem situations to Guest Services Event Supervisor and/or Management when necessary
Serves as a liaison between box office and guests with ticket problems
Security Lead Responsibilities:
Ensures the proper deployment and supervision of the Security staff in front of house or back of house positions
Usher Lead Responsibilities:
Ensures the proper deployment and supervision of the Ushering staff on designated floors
Door Lead Responsibilities:
Ensures the proper deployment and supervision of the Ticket Taker and Security staff at entry points
Insures the entry process as it pertains to the verification of valid tickets and/or credentials
Provides an accurate attendance count to management as needed
Completes a drop-count form and submits the report in an accurate and timely manner
Inspects equipment and entry points prior to each event to ensure proper operations for public access and egress
Follows instructions regarding ticket stubbing, scanning or special circumstances as provided by management and provides instructions to Ticket Takers
Conducts trouble-shooting for ticket scanner functioning
Supervises security screening processes such as bag checks and metal detection for all guests, patrons, and employees when assigned
Guest Services Team Member Responsibilities:
Embodies the company core values of Integrity, Passion, Teamwork and Excellence
Provides guests, clients, and team members with the best experience possible while providing excellent customer service and enforcing building policies.
Is customer-service oriented, with a fan-friendly attitude, and always gives a memorable experience
Follows prescribed protocols for the safe egress of guests during all emergency evacuation situations
Provides guests with accurate event and arena information
Receives and acts on complaints from patrons utilizing training, service recovery options, and established procedures
Deals with guest problems and complaints up to the level where intervention by a supervisor is required
Monitors guest behavior and takes steps to ensure that each guest enjoys the event without disruption from others
Follows instructions from Supervisors and Management with a positive and cooperative attitude
Follows policies and procedures as set forth by the Guest Services Department
Enforces health and safety building protocols and polices
Enforces TABC policies and procedures
Ensures that prohibited items are handled properly
Collects lost and found items and turns them in according to Guest Services procedures
Attends and participates in pre-event briefings
Distributes programs and promotional materials to patrons
Follows re-deployment orders when called upon to work in other areas without notice
Ensures their own availability and scheduling on the online electronic scheduling system
Demonstrates on time attendance and works scheduled events
Must present neat and professional appearance
Education / Qualifications:
High School Diploma or General Education Degree (GED)
Minimum of six months supervisory/management or related experience and/or training or equivalent combination of education and experience
Minimum of 3 months prior security experience preferred
Level Two Non-Commissioned Security License is required by State of Texas/ preferred at time of hire
Non licensed applicants must apply for a TX DPS license within 14 days from date of hire
All applicants are required to submit to state-required fingerprinting and criminal background check
Must be at least 18 years old
Physical Demands & Work Environment:
Requires extensive mobility to walk and to stand for up to 6 hours without a set break
Requires extensive mobility to walk up and down aisles and stairs for up to 6 hours per event and to move quickly between floors
Requires the ability to use hands and fingers to handle/ feel tickets, write reports, and prepare equipment for distribution
Requires the ability to walk, talk, and hear
Requires the ability to lift and/or move up to 10-20 pounds
There are no set breaks; breaks are discretionary
Noise level in work areas is usually moderate, however, during events; the noise level may be loud
Employees must be able to work evenings, weekends and holidays as required
Requires direct interface with guests, employees, and other visitors
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