Supervisor, Fan Experience

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

At Calgary Sports and Entertainment Corporation (CSEC), we deliver excitement. Our mission is to be the heartbeat of our community by creating connections, building champions, and winning, together. If you’d like to join a team that’s people-first, diverse, innovative, and energized about delivering extraordinary fan experiences to our guests, then we’d love to sign you to our team!

THE POSITION

As a Fan Experience Supervisor within the Fan Experience and Security Team, your focus will be to ensure that every guest has a safe, enjoyable, and memorable experience. Guided by our commitment that Every Moment Matters, you will oversee frontline staff, handle in-venue issues, support game day operations, and help uphold brand standards for service excellence.

You will serve as a point of contact for Fan Experience staff, understanding their roles and responsibilities to provide support, guidance, and assistance throughout each shift. Beyond supporting the team, you will act as the eyes and ears of the venue: looking and listening for fan feedback, identifying potential hazards and recognizing both elements that detract from and those that elevate the overall fan experience.

If you’re passionate about people, thrive under pressure, and want to play a key role in delivering world-class experiences, this is your opportunity to bring exceptional fan experience to the heart of Calgary’s events.

WHY JOIN THIS TEAM

• Be able to be a part of something that is bigger than one person and is a true team environment, without all of us, events cannot happen.
• Opportunity to connect with real people and have the ability to make a lasting impact on one's experience.
• Gain valuable experience in Sports and Entertainment with both back and front of house experiences.
• Get to be a part of some of the most exciting events in Calgary's history!

KEY 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 including ticket scanners, primary screeners, section hosts, and crowd managers.
• Conduct pre-event briefings with staff covering event details, expected attendance, policies, procedures, and tactical skill reviews.
• Monitor venue flow and proactively respond to crowd-management needs.
• Train and coach frontline staff on service excellence, communication skills, 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 Fan Experience staff.
• Serve as the escalation point for guest issues that frontline staff are needing to escalte.
• Document incidents such as fan altercations, injuries, lost children, and security incidents.
• Conduct post-event briefings to review outcomes, address incidents, and provide staff recognition.
• Work closely with security, medical, and operations teams during events, maintaining regular communication with the Command Centre for all incidents requiring support.
• Ensure the highest duty of care for all fans, prioritizing guest safety from ingress to egress.
• All other duties as assigned.

THE INDIVIDUAL

The ideal individual will have the following background:

• Strong leadership and people-management skills.
• Excellent communication and conflict resolution abilities.
• Ability to remain calm under pressure and exercise sound judgment.
• Service Excellent 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.

This position will remain open until suitable candidates are found.

CSEC is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.