Guest Experience Supervisor

Ilitch Sports + Entertainment; Detroit (MI); On-site; USD 21,000 - 30,000; Full time

Job summary

Ilitch Sports + Entertainment is seeking a Supervisor for Guest Experience to lead event colleagues across Little Caesars Arena, Fox Theatre, Pine Knob Music Theatre, and other venues. You will ensure proper uniforms, provide information, and coach teams to deliver first-class service at all events.

Applicants should have a high school diploma and 1–2 years in customer service, with strong communication skills and leadership experience preferred.

Qualifications

• High school diploma and 1–2 years of customer service experience.
• Ability to speak clearly and concisely under pressure.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to effectively communicate information in one-on-one and small group situations.
• Experience in sports and entertainment industry preferred.
• Leadership experience preferred.

Responsibilities

• Supervise a group of Guest Experience event colleagues at all events across multiple venues.
• Ensure colleagues wear proper uniforms and have information to perform their duties.
• Check on colleagues regularly to ensure first-class service to all guests.
• Coach colleagues who struggle with their duties.
• Discipline colleagues not performing correctly.
• Be willing to work in different Supervisor positions as needed.
• Acquire knowledge of every position to assist as necessary.
• Address guest challenges during events and problem solve.
• Assist with enforcing building policies.
• Collaborate with other departments to provide the best guest experience.
• Perform other duties as assigned.

Skills

Customer service

Communication

Leadership

Speaking clearly under pressure

Reading comprehension

Written communication

Education

High school diploma

Job description

Amaze, Inspire, UniteJob Summary:To lead our event colleagues with kindness, compassion, and integrity, and be an ambassador of Ilitch Sports + Entertainment by providing first class service to every single colleague and guest.Key Responsibilities:Supervise a group of Guest Experience event colleagues at all events at Little Caesars Arena, Fox Theatre, Pine Knob Music Theatre, Michigan Lottery Amphitheatre at Freedom Hill, and MeadowBrook Amphitheatre.Ensure event colleagues are in their proper uniform and have all the information they need to execute their job responsibilities.Check on colleagues regularly to make sure they are doing their job correctly and providing first class customer service to all of our guests.Coach colleagues who are struggling with their job responsibilities.Discipline colleagues who are not performing their job duties correctly.Be willing to work in the different Supervisor positions.Must acquire knowledge of every position in order to assist as necessary.Work with guests who are experiencing a challenge during an event and problem solve.Assist with enforcing building policies.Work with other departments to provide each and every guest with the best possible experience.Performs other duties as assigned.Required Knowledge, Skills, and Abilities:High school diploma and one to two years of customer service-related experience is required.Ability to speak clearly and concisely under pressure.Ability to read and comprehend simple instructions, short correspondence, and memos.Ability to write simple correspondence.Ability to effectively communicate information in one-on-one and small group situations to customers, clients, and other colleagues of the organization.Preferred Knowledge, Skills, and Abilities:Experience working in the sports and entertainment industry.Leadership experience.Working Conditions:Irregular and extended hours including nights, weekends, and holidays.Ability to climb stairs and stand for long periods of time.While performing the duties of this job, the colleague is occasionally exposed outside weather conditions.The noise level in the work environment is usually loud.Frequent visual/auditory attention.Ability to occasionally lift and/or move up to 25 pounds.The physical demands and work environment characteristics described here are representative of those a colleague encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The above is intended to describe the key responsibilities, the general supplemental functions and the essential requirements for the performance of this job. It is not to be construed as an exhaustive statement of all supplemental duties, responsibilities or nonessential requirements. The Company has the right to change, modify, suspend, interrupt or cancel in whole or in part any job functions outlined in a job description at any time and without advance notice to the employee.All items listed above are illustrative and not comprehensive. They are not contractual in nature and are subject to change at the discretion of Olympia Entertainment.Olympia Entertainment is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regards to that individual’s race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.The Company will strive to provide reasonable accommodations to permit qualified applicants who have a need for an accommodation to participate in the hiring process (e.g., accommodations for a job interview) if so requested.