Fan Experience Lead (PT)

Spurs Sports & Entertainment; San Antonio (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

Spurs Sports & Entertainment (SS&E) in San Antonio, TX seeks a Fan Experience Lead to support and implement departmental standards across the Fan Experience staff during all events. You will engage directly with fans and collaborate with internal partners to create lasting memories.

You will oversee staff, coordinate training, respond to guest issues, manage crowd flow and ADA requests, and ensure a safe, high-service environment at Spurs venues. Strong communication and leadership required.

Qualifications

• Three years of professional customer service experience.
• Flexible schedule, able to work long hours including overnights, evenings, weekends and holidays.
• Must read and write in English; bilingual preferred.
• Must be 18+ and have reliable transportation.

Responsibilities

• Conduct pre-event Fan Experience staff briefings to inform staff of event details.
• Ensure deployment area is staffed and ready before events.
• Respond to escalated guest issues and resolve problems promptly.
• Oversee Fan Experience Representatives during events.
• Assist with training and development of staff.
• Escalate staff issues to Event Lead and duty manager.
• Communicate emergencies and important information via radio.
• Provide on-the-spot coaching to address skill gaps.
• Support crowd flow and ADA requests.
• Report operational issues with equipment.
• Manage staff deployment, breaks and reassignments.
• Other duties assigned by Fan Experience Management.

Skills

Customer service

Communication skills

Tools

Radios/communication systems

Job description

At Spurs Sports & Entertainment (SS&E), we treat everyone like family – that is our standard. As a member of our team, you will help us redefine the limits of the fan experience by creating lasting, positive memories for every guest at every venue

The Fan Experience Lead is responsible for supporting and implementing departmental standards across the Fan Experience staff during all events. They will engage directly with fans and collaborate with internal partners at all levels.

What You'll Do

• Conduct pre-event Fan Experience staff briefings to inform staff in a specific deployment area of all pertinent event information. Participate in pre-event briefings with department manager on duty.
• Ensure your specific deployment area is appropriately staffed and set up and ready before events begin.
• Respond to escalated guest issues and determine appropriate actions to resolve problems and/or issues in a timely, positive, and friendly manner.
• Oversee all Fan Experience Representatives in your specific deployment area during events.
• Assist with the training and development of Fan Experience Representatives.
• Inform and Escalate staff issues to Fan Experience Event Lead and department manager on duty.
• Communicate with the Fan Experience Event Lead and department manager on duty about any employee check-in deficiencies and event equipment (Ticket Scanners, Pedestals, Radios, etc.)
• Communicate all emergencies and important information to command with a radio during events. (Wet spills, Broken chairs, Medic Requests, Security Requests, Tech Requests, etc.)
• Ensure staff in your deployment area provide an elevated level of customer service as described by departmental standards.
• Ensure a safe and secure environment for all guests by understanding and using established processes and rules.
• Provide on-the-spot coaching, constructive feedback and support to address skill gaps to Fan Experience Representatives.
• Act as the primary point of contact in your deployment area for Fan Experience Representatives during all events for real-time troubleshooting, escalation, and communication with leadership.
• Support crowd flow and management to ensure guest safety.
• Support ADA guest requests and needs and other accessibility related service requests with urgency and empathy.
• Assist with the distribution, proper use, and set-up of event equipment (ticket scanners, pedestals, radios, etc.) and report any operational issues.
• Oversee and manage staff deployment, break rotations, and reassignments to maintain strong coverage in a deployment area.
• Any other duties assigned by Fan Experience Management

Who You Are

• A minimum of three (3) years’ professional customer service experience.
• Must have a flexible schedule availability and the ability to work long hours, including overnights, evenings, weekends and holidays as needed.
• Must be able to read and write in English. (Bilingual preferred)
• Must be 18 years of age or older at time of hire.
• Must have reliable transportation for reporting to work.
• Must have excellent communication skills.
• Must be available for a minimum of 70% of scheduled events.
• Consistently adept at maintaining a positive open approachable and professional relationship with a diverse group of people.
• Consistently comfortable with managing conflicts and responding to customer problems with a sense of urgency
• Consistent ability to demonstrate success in managing multiple tasks while under a fast-paced environment.
• Experience motivating and encouraging exceptional performance.
• Ability to hold team accountable for outcomes and monitor performance.
• Demonstrated experience coaching, mentoring, and developing staff to perform at high levels
• Understanding of venue flow, crowd management, and guest service standards within a high-capacity arena or similar environment.
• Familiarity with using radios/communication systems and reporting protocols to coordinate staff and emergency responses.
• Comfortable working in a fast-paced environment while managing multiple priorities

Physical Requirements

• Consistently be able to work indoors and outside in inclement weather and extreme temperatures.
• Frequently be comfortable with heights while working on high floors.
• Frequently be able to push and pull up to 25 lbs.
• Frequently be able to lift up to 25lbs.
• Consistent ability to stand and move throughout venues throughout the duration of the shift
• Frequently bend and kneel.
• Consistent ability to traverse stairs.
• Consistent ability to maneuver restricted spaces such as elevators and exits.

In every position, each employee is expected to: demonstrate alignment with SS&E’s core values and mission, collaborate with internal/external community members and demonstrate ongoing development.

SS&E is an Equal Opportunity Employer

Nothing contained in this job description is intended to be a contract of employment, nor does any information contained here represent a guarantee of employment for a specific duration. Your employment with SS&E is “at will", which means that either you or SS&E may terminate the relationship at any time. Essential functions listed above must be performed with or without accommodations.