Guest Experience Supervisor

Olympia Entertainment Inc.; United States; On-site; USD 25,000 - 36,000; Full time

Job summary

Ilitch Sports + Entertainment is seeking a supervisor to lead our Guest Experience team across multiple venues, ensuring each guest and colleague receives first-class service. You will supervise, coach, and discipline team members, while learning all supervisor roles to support operations during events at venues including Little Caesars Arena and Fox Theatre.

The role requires a high school diploma and 1–2 years of customer service experience, with strong communication under pressure and the

Qualifications

• 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.

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.
• 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 and learn every position to assist as necessary.
• Work with guests who are experiencing a challenge during an event and problem solve; enforce building policies; collaborate with other departments.

Skills

Customer service experience

Leadership experience

Communication under pressure

Education

High school diploma

Job description

Job 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.

Equal Employment Opportunity

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.

Privacy Policy

Ilitch Companies and our colleagues are committed to being the best in all that we do - whether it's providing a delicious, quality meal from Little Caesars, delivering fresh food to our Little Caesars restaurants, baking quality food products at Champion Foods, supporting world-class teams like the Detroit Red Wings and Detroit Tigers or offering unforgettable live entertainment at top-rated venues like Little Caesars Arena, the Fox Theatre, Pine Knob and other area locations.

Be part of Ilitch Sports + Entertainment’s (IS+E) mission to amaze, inspire and unite. Our colleagues are driven by a commitment to provide world-class sports and entertainment experiences for fans, guests and partners across multiple world-class venues.

Ilitch Sports + Entertainment serves as the combined business operations of the Detroit Red Wings, an 11-time Stanley Cup champion and one of the NHL’s Original Six franchises, and the Detroit Tigers, a four-time World Series champion and charter member of MLB’s American League. IS+E also maintains a joint venture interest in 313 Presents, Detroit’s premier live entertainment company. The company operates such major venues as the award‑winning and state‑of‑the‑art Little Caesars Arena, home to the Red Wings and the NBA’s Detroit Pistons; Comerica Park, home of the Tigers and concerts; and the iconic Fox Theatre, one of the most historic music venues in North America. IS+E also provides facility management services at Michigan Lottery Amphitheatre, Meadow Brook Amphitheatre, and Pine Knob Music Theatre – the top amphitheater in the world according to Pollstar’s 2022 Year-End Rankings.