Who are we hiring?

The Guest Services Supervisor will be accountable for providing an exceptional guest experience throughout the theatre by leading and directing front line colleagues (Ushers). The role will focus on partnering across functions, to get work done through others in a fast paced, and dynamic environment. Success in this role is demonstrated by an exceptional guest experience, a commitment to continuous learning and development, and achievement of business results. The Guest Services Supervisor will report into the Guest Services Manager. 

What will you do?

• Accountable for daily supervision and leadership of front line Usher employee group. 
• Demonstrate a positive attitude and operate with high energy throughout the entire shift 
• Function as a role model to front line colleagues by demonstrating a positive attitude, and achievement of company objectives and goals 
• Ability to work collaboratively with Security and other departments in an emergency.
• Assess, evaluate and coach front line colleagues 
• Provide consistent, fair and timely feedback to colleagues through various methods (i.e., coaching, mentoring, one on one) 
• Manage the content and delivery of pre-shift meetings 
• Ensures that front line colleagues are engaged, upbeat, and delivers an exceptional guest experiences 
• Highly responsive to emergencies in a fast paced, time sensitive environment. 
• Takes ownership of supervisory locations and maintains a clean, safe and aesthetically pleasing working environment.
• Addresses customer concerns, feedback and suggestions in a timely and efficient matter while offering recovery solutions when necessary.
• Train and develop staff. 
• Recommend and enforce disciplinary actions as necessary. 
• Act as a liaison between upper management and staff. 
• Ensure all company policies and standards are being met. 

What do you need to succeed?

• The ideal candidate will have a minimum of 3-5 years’ Supervisory experience, and/or knowledge of events, sports, theatre operations, within an entertainment venue.
• Candidates who have completed a minimum of 60 credit hours of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred.
• Demonstrated experience completing reports and documenting staff performance is essential 
• Ability to engage and develop collaborative relationships and influence within team and across functions, even without direct reporting relationship 
• Adept at maintaining a positive, open, approachable, and professional relationship with a diverse group
• Comfortable with managing conflict and responding to customer problems with a sense of urgency 
• Ability to demonstrate success in managing multiple tasks while under tight deadlines
• Experience motivating, and encouraging exceptional performance 
• Ability to hold team accountable for outcomes and monitor performance 
• Demonstrated experience coaching, mentoring and developing staff to perform at high levels 
• Commitment to providing a high-quality service experience for guests 
• Possess exceptional attention to detail and strong follow-up skills necessary 
• Demonstrates integrity, tact, diplomacy and a commitment to company values, and principles while ensuring the upmost consistency 
• Must be available to work a flexible schedule mostly nights and weekends, holidays required 
• Must be willing to travel to other locations as needed 

Special Requirements 

• Ability to walk/stand for at least 7 hours per day 
• Ability to lift/carry up to 50 lbs. and to push/pull up to 75 lbs. 
• Bending and constant motion is often required 

#LI- Onsite