Guest Services Supervisor

Job description

Job Summary The Part-Time Guest Experience Supervisor provides leadership and direction to Guest Experience Attendants, ensuring the delivery of world-class hospitality and a safe, welcoming environment for every guest. This role supports event operations by supervising frontline staff, resolving escalated guest concerns, upholding venue policies, and ensuring consistent service excellence across all guest-facing areas. The Supervisor acts as an extension of management during events, directly overseeing the team members responsible for ticket scanning, ushering, wheelchair escorts, premium access control, and overall guest engagement. This position requires strong interpersonal skills, confidence in decision-making, and the ability to lead by example in a fast-paced environment. Essential Duties and Game/Event Responsibilities Conduct pre and post shift briefings, communicate event-specific details, and assign Guest Experience Attendants to posts. Monitor staff performance, appearance, guest interaction quality, and adherence to service standards. Provide coaching, feedback, and on-the-spot corrective action when necessary. Coordinate and track staff break times to ensure adequate coverage across all guest areas. Serve as the first point of escalation for Attendant questions or operational challenges. Assist Attendants in creating a welcoming, memorable experience for all guests. Respond promptly to escalated guest concerns or incidents, using sound judgment and de-escalation techniques. Support ADA requests, including wheelchair escort coordination and complex seating or access needs. Ensure all guests adhere to venue policies, including the Fan Code of Conduct, while maintaining a guest-first approach. Oversee access control operations in premium areas, ensuring wristbanding, scanning, and guest screening are performed correctly. Monitor guest flow, crowding, and operational challenges such as lineup build-up, congested aisles, and entry bottlenecks. Communicate effectively via radio, ensuring accuracy, professionalism, and proper radio etiquette. Assist in managing elevators, concourse flow, vomitory coverage, and other critical guest movement points. Support post-event social periods or premium activations when applicable. Safety, Cleanliness & Compliance Ensure Attendants maintain clear aisles, entryways, and safe walking paths for guests. Identify and report maintenance or safety concerns immediately to the Manager or Operations teams. Reinforce emergency procedures, accessibility standards, and venue safety protocols. Promote a clean and hazard-free environment throughout event spaces. Supervisory & management responsibilities This position directly supervises a team of 10 or more Guest Experience Attendants during each event. Provides guidance, direction, coaching, and support to ensure staff deliver world-class guest service and adhere to all venue policies. Responsible for assigning positions, monitoring performance, managing breaks, and addressing any performance or conduct concerns during events. Serves as the primary point of contact for staff questions, operational needs, and escalated guest issues. Qualifications 1+ years of previous experience in guest services, hospitality, event operations, or a related field preferred. Exceptional interpersonal and customer service skills with a focus on guest satisfaction. Strong leadership ability and confidence overseeing teams in a service-focused environment. Exceptional customer service, interpersonal, and communication skills. Ability to resolve escalated concerns calmly and professionally in high-pressure situations. Strong problem-solving and judgment capabilities. Ability to model the professionalism and guest-first mindset expected of all Attendants. Previous experience in guest services, hospitality, venue operations, or team leadership preferred. Working conditions Must be able to stand on feet for extended periods, walk long distances, and climb stairs as required. Must be able to communicate clearly and effectively in the English language. Ability to work in environments that may become crowded with guests, equipment, and event staff. Comfortable working around special effects including, but not limited to haze, strobe lights, lasers, and similar production elements. Ability to perform duties in loud or high-energy environments. Must be able to lift and carry items weighing up to 50 pounds. Ability to walk up to 0.5 miles to and from designated employee parking areas, including during high-traffic periods and in varying weather conditions. Must have the flexibility to work long hours, nights, weekends, and holidays as required by the event schedule. Ability to work in varied temperature conditions, both indoors and outdoors, including hot or cold environments. Must be able to work comfortably at high heights We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.