Overview

Our Guest Experience team is essential in creating a safe and memorable experience for all guests at Acrisure Arena. This role requires a positive attitude, as well as a team-driven and proactive mindset. Each member of this team is responsible for providing an exceptional level of service to our guests at all arena events, including Coachella Valley Firebirds hockey games, major music/entertainment events and miscellaneous special events. This position is ideal for candidates who want to immerse themselves in an exciting live entertainment/sports environment.

The Arena is seeking part-time Guest Experience Supervisors who will report to the Guest Experience Manager. The team of Supervisors will directly oversee the part-time Ushers during events and assist in upholding Guest Experience standards, resolve various guest situations, and ensure a safe and efficient operation at Acrisure Arena. This position is responsible for working closely with Event and Operations partners to ensure successful events, including Hockey games, family shows, and concerts. This position will oversee the staff at the Guest Services/Concierge desk, Ticket Takers, Entry and Access points, and all other Ushers throughout the arena.

Responsibilities

• Supervise, motivate, lead, and work alongside guest experience team members.
• Oversee part time staff ensuring the team is consistently demonstrating excellent guest service and creating positive, memorable guest interactions. 
• Respond to and/or escalate guest complaints, concerns, and compliments
• Effectively communicate work assignments to others.
• Promote a safe and efficient work environment.
• Be available for event and operations support, as needed.
• Embrace a culture of diversity and inclusion where guests and team members feel welcomed, valued, and heard.
• Lead with an emphasis on safety for employees, teams, and guests.
• Work extended and/or irregular hours including nights, weekends and holidays, as needed.
• Perform strenuous physical duties at times, including lifting, carrying, moving, walking extensively throughout the building, working from various heights, and around moderate-to-loud noises.
• Other duties assigned including but not limited to assisting other departments as needed. 

Qualifications

• High School diploma 2-3 years of guest service experience, preferred
• Experience supervising staff to work together and accomplish goals
• Ability to give clear instructions and communicate effectively with others in both verbal and written form.
• Must be self-motivated and work under little supervision
• Excellent guest service, teamwork, safety record, and work ethic.
• Ability to maintain a positive attitude and remain calm during various situations including medical emergencies, suspicious activity, and irate guests.
• Bi-Lingual a plus

Working Conditions:

• Must be able to work long hours and a flexible schedule inclusive of weekends, nights and holidays required
• Frequent bending, lifting 15-20 pounds, sitting, exposure to multiple external elements, extensive walking through the building