Work at AEG

**Guest Services Supervisor (Microsoft Theater)**

Guest Services Part Time LALTH4971 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!

**Microsoft Theater** hosts over 120 music, family, dance and comedy acts, award shows, televised productions, conventions and product launches with over 500,000 guests passing through the doors annually. The 7,100-seat theater offers guests mid-sized intimacy, with no seat further from the stage than 220 feet. Microsoft Theater offers 12,000 square feet of VIP & hospitality areas, 10 dressing rooms and state of the art technology making it is a favorite indoor venue for performers and fans alike. Since opening in October 2007 with six sold out shows featuring the Eagles and Dixie Chicks, Microsoft Theater has hosted concerts starring the most popular artists including Alan Jackson, Katy Perry, Charlie Wilson, Juan Gabriel, Aretha Franklin, Ed Sheeran, John Fogerty, Gabriel Iglesias, Kanye West, Marc Anthony, Sesame Street Live, John Legend, The Avett Brothers, Neil Young, Steely Dan, Trey Songz, Kelly Clarkson, Rush, Yanni, Nicki Minaj, Juanes, Cat Stevens, The American Idol Finale shows, Michael Jacksons This is It, Straight Outta Compton, The Hunger Games and Twilight Movie Premieres and many more. Microsoft Theater is home to the American Music Awards, ESPYs, Primetime Emmy Awards and BET Awards, and has previously hosted the Peoples Choice Awards, Radio Disney Music Awards, 2010, 2011 & 2015 MTV Video Music Awards, 2014 & 2015 MTV Movie Awards and the 2013 Rock N Roll Hall of Fame.

Microsoft Theater is centrally located within L.A. LIVE is a 4 million square foot / $3 billion downtown Los Angeles sports and entertainment district adjacent to Crypto.com Arena and the Los Angeles Convention Center featuring Microsoft Theater, a 7,100-seat live theatre, a 2,300 capacity live music venue, a 54-story, 1001-room convention headquarters destination (featuring The Ritz-Carlton, Los Angeles and JW Marriott Los Angeles at L.A. LIVE hotels and 224 luxury condominiums The Ritz-Carlton Residences at L.A. LIVE all in a single tower) , the GRAMMY Museum, the 14-screen Regal Cinemas L.A. LIVE Stadium 14 theatre, broadcast facilities for ESPN along with entertainment, residential, restaurant and office space.

**Job Summary:**

The Guest Services Supervisor I is responsible for providing excellent guest service at all Microsoft Theater, L.A. LIVE and Crypto.com Arena events while supervising Guest Services Team Members (Ushers/Ticket-Takers and 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, Microsoft 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 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.

**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

* 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

* Proficient computer skills, including Microsoft Office applications (Outlook, Word, and Excel)

* 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

**Preferred Qualifications:**

* Bilingual (Spanish) a plus

* Previous experience working in a similar facility environment

**Additional Comments:**

Supervisor will maintain a neat and professional appearance that conveys professionalism at all times, whether in the office or out of the office, particularly during events

**Covid-19:**

At **Microsoft Theater** we are taking precautions recommended by the County of LA Public Health Department, CDC, and OSHA. We have controlled building access with health screenings prior to entering, hand sanitizers throughout the building, frequent cleaning and disinfecting, and all team members must wear a face mask while performing their job duties. During events we have different zones as to diminish close contact between team members and provide outdoor break area