Fan Experience Lead — Games & Event Safety

Calgary Sports and Entertainment; Calgary; On-site; CAD 42,000 - 60,000; Full time

Job summary

Calgary Sports and Entertainment Corporation (CSEC) is seeking a Fan Experience Supervisor to lead frontline staff during events, ensuring a safe, enjoyable, and memorable guest experience. You will oversee entry gates, concourses, seating, and incident handling, coordinate with security and operations, and coach team members to deliver service excellence in sometimes high-pressure environments.

Ideal candidate has strong leadership, calm under pressure, excellent communication, and availability

Qualifications

• Strong leadership and people-management skills.
• Excellent communication and conflict resolution abilities.
• Ability to remain calm under pressure and exercise sound judgment.
• Service excellence and fan experience driven mindset.
• Familiarity with event operations, crowd management, and safety protocols.
• Ability to work nights, weekends, and holiday event schedules.
• Physical ability to stand, walk, and climb stairs for extended periods, indoors or outdoors, in all weather conditions.

Responsibilities

• Embodying CSEC’s values in a consistent and positive manner.
• Oversee all fan-facing areas on event days (entry gates, concourses, seating bowls, etc.).
• Serve as an on-site supervisor for Fan Experience Team Members in various positions.
• Conduct pre-event briefings with staff covering event details and policies.
• Monitor venue flow and proactively respond to crowd-management needs.
• Train and coach frontline staff on service excellence and safety procedures.
• Assist with staff scheduling and deployment across various zones of the venue.
• Help maintain a positive, high-performance culture among part-time staff.
• Serve as the escalation point for guest issues from frontline staff.
• Document incidents such as fan altercations, injuries, lost children, and security incidents.
• Conduct post-event briefings to review outcomes and recognize staff.
• Coordinate with security, medical, and operations teams during events.

Job description

Calgary Sports and Entertainment Corporation (CSEC) is seeking a Fan Experience Supervisor to lead frontline staff during events, ensuring a safe, enjoyable, and memorable guest experience. You will oversee entry gates, concourses, seating, and incident handling, coordinate with security and operations, and coach team members to deliver service excellence in sometimes high-pressure environments.

Ideal candidate has strong leadership, calm under pressure, excellent communication, and availability