Guest Services Supervisor

POSITION:

Guest Services Supervisor

LOCATION: Sugar Land, Texas

HOURS: Part-Time, primarily evening hours, including weekends and some holidays

COMPENSATION: $16-$18

THE POSITION

The Guest Services Supervisor is a frontline customer service role responsible for providing exceptional service to all guests. This role reports to the Customer Experience Manager and/or the Customer Experience Director. The Guest Services Supervisor is a direct point of contact for staff and guests at their assigned area/ level and must be able to provide accurate and timely information before and during events. The Supervisor will also provide assist guests with a wide array of ADA needs.

RESPONSIBILITIES

Pre-Event • Attend pre-show meetings to obtain all necessary pre-show information and procedures. • Communicate assignments and specific needs to assigned staff members prior to each event. • Ensure all areas of their assigned levels are presentable and ready to receive guests. Communicate any cleaning needs to the janitorial team. During Event • Serve as a point of contact for front-line operations during events, ensuring quick issue resolution and clear communication. • Maintain a visible presence, assisting guests and staff, monitoring crowd flow, and addressing any escalated concerns. • Professionally communicate necessary and relevant information over the radio to the appropriate parties. • Assist in post-event reporting and analysis to identify opportunities for improvement and innovation. • Provides support to other Guest Services staff when needed to quickly resolve patron’s issues or concerns. • Perform other related duties and responsibilities as needed to support guest services and event operations. Sensitivity: Internal Use

EXPERIENCE and SKILLS

• Minimum High school diploma required. Some college preferred. • Minimum 3 years of Customer Service or Managerial experience required. • Strong interpersonal and communication skills, with a commitment to service excellence. • Ability to work well under pressure and solve problems quickly and courteously. • Familiarity with ADA compliance, crowd management, emergency protocols, and event logistics. • Availability to work a flexible schedule including nights, weekends, and holidays. • Must be able to work full shifts which may exceed 4 hours. • Must be able to stand for long periods of time. Competencies • Customer Service • Communication • Problem Solving • Professionalism • Flexibility ATG Entertainment: Passion Behind Performance ATG Entertainment is a world leader in live entertainment. Our portfolio of venues includes historic theatres, studio theatres, cinemas, conference spaces, and modern live music arenas.

ATG Entertainment own, operate or programme 64 of the world’s most iconic venues across the UK, the US and Germany entertaining over 18 million audience members each year. Through our in-house Production companies and working closely with top producers and promoters ATG presents over 15,000 live performances annually, including Cabaret at the Kit Kat Club, Stranger Things: The First Shadow, Moulin Rouge, The Lion King, Harry Potter and the Cursed Child and Starlight Express as well as popular music and comedy shows. ATG also owns a leading ticketing platform processing more than 18 million tickets each year for musicals, plays, concerts, comedy shows and a variety of other live events. ATGtickets.com attracts more than 40 million unique visitors annually. Headquartered in London and Woking, the company also has offices in New York and Cologne.

ATG Entertainment IDEA Mission Statement At ATG Entertainment, our commitment to inclusion, diversity, equity and access (IDEA) is reflected in our IDEA mission statement: A stage for everyone. Sensitivity: Internal Use Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are committed to strengthening the sense of belonging by ensuring diversity and equity in everything we do. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves, and everyone feels they belong