Who are we hiring?

The Supervisor, Guest Services is responsible for providing a safe, positive and guest-friendly environment during events at The Sphere. They are accountable for daily supervision and leadership of front-line colleagues in Guest Services department.

What will you do?

• Manages the content and delivery of pre-shift meetings; communicates event-related information and ensures front-line team is informed and following event instructions, Company policies and local/state regulations. Ensures that front-line colleagues are engaged, upbeat, and delivering an exceptional guest experience. 
• Completes front-line team member assignments consistent with event staffing levels and promptly escalates any concerns or shortages. Provides post-event assignment information to People Solutions team to ensure payroll is accurately processed. 
• Assesses, evaluates, and provides consistent, fair and timely feedback to front-line colleagues through various methods (i.e., coaching, mentoring, one on one).
• Addresses escalated guest concerns, feedback, and suggestions in a timely and efficient manner. 
• Manages inventory of all team member devices and equipment available for guest use. Communicates any deficiencies or repairs required.
• Maintains a clean, safe, and aesthetically pleasing environment. Partners with Threat Management team to ensure safe and efficient environment during event and during ingress/egress. 
• Functions as a role model to front-line colleagues by demonstrating a positive attitude, operating with high energy and through achievement of company objectives and goals.
• Supervision of Guest Experience Representatives (GER’s)

What do you need to succeed?

• The ideal candidate will have a minimum 2-5 years of prior Guest Services or hospitality experience with demonstrated leadership expertise.
• Ability to collaborate cross-functionally and to build collaborative relationships that motivate and encourage performance even without direct reporting relationship; maintains a positive, approachable, and professional relationship with a diverse group. 
• Is prepared to take an active lead role in emergency operations procedures through ongoing training and drills 
• Demonstrated experience completing reports and coaching team members; proven ability to manage multiple tasks while under tight deadlines. 
• Must take and pass TAM (Techniques of Alcohol Management) Nevada training class; Adheres to TEAM training guidelines. 
• Previous experience within Sports & Entertainment or theater operations is preferred. 

Special Requirements:

• Ability to work a flexible schedule including nights, have split days off, work weekends and holidays in a 24 X 7 environment 
• Must be comfortable with heights (working on high floors) and navigating steep steps and inclines. 
• Must be able to lift 25 lbs.
• Ability to stand and move about the theater throughout the duration of the shift. 

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