Guest Services Lead

Kemper Sports Management; Henderson (NV); On-site; USD 19,000 - 25,000; Part time

Job summary

Kemper Sports Management presents Henderson Sport & Social, a premier entertainment venue opening in Henderson, NV. The Guest Services Lead will oversee daily guest services operations and coach the team to deliver exceptional experiences from arrival through departure.

This leadership role requires strong communication, organization, and guest service skills, with availability for evenings, weekends and special events in a fast-paced environment.

Qualifications

• Must be at least 18 years of age.
• Strong leadership, communication, organizational, and guest service skills.
• Ability to work evenings, weekends, holidays, and special events based on business needs.
• Ability to work effectively in a fast-paced, team-oriented environment.

Responsibilities

• Lead the Guest Services team during assigned shifts, providing coaching and direction.
• Serve as primary escalation point for guest concerns and operational questions.
• Complete opening and closing procedures, verify reservations, review POS activity, and maintain logs.
• Maintain inventory of gift cards, arcade cards, etc., and ensure proper distribution of supplies.
• Assist guests with reservations, memberships, attractions, and general facility information.
• Communicate professionally using radio procedures and support other departments as needed.
• Maintain knowledge of attractions, memberships, promotions, and events.

Skills

Leadership

Communication

Guest service

Organization

Teamwork

Tools

POS system

Job description

Henderson Sport & Social is a state-of-the-art, 180,000-square-foot destination opening in Henderson, Nevada. The facility is designed to become the premier destination for youth and adult sports, recreation, fitness, dining, and family entertainment while serving as a gathering place for the local community.
Our facility features basketball, volleyball and pickleball courts, indoor turf fields, bowling, a dual level laser tag arena, Krazy Darts, miniature golf, arcade games, a full-service restaurant and bar, fitness center, Child Watch, and flexible event spaces capable of hosting birthday parties, tournaments, corporate outings, and community celebrations.
Managed by KemperSports, Henderson Sport & Social proudly embraces the Core True Service philosophy:
Be Genuine, Helpful, and Friendly
Service is a Team Sport
To the Guest, Everything Matters
Customer Happiness is Everything
My Attitude is My Responsibility

Position Summary

The Guest Services Lead is responsible for leading the daily operation of the Guest Services department while ensuring every guest receives exceptional service from arrival through departure.

This position provides leadership, coaching, and operational support to the Guest Services team while serving as the first point of escalation for guest concerns, coordinating front-of-house operations, and helping ensure Henderson Sport & Social standards are consistently maintained.

What Success Looks Like

• Create exceptional first and last impressions for every guest.
• Coach, develop, and support Guest Services Attendants.
• Maintain an organized, welcoming, and efficient Guest Services operation.
• Resolve guest concerns with professionalism and urgency.
• Support Family Entertainment operations through teamwork and cross-training.
• Lead by example through professionalism, accountability, and Henderson Sport & Social's Core True Service philosophy.

Responsibilities include, but are not limited to:

• Lead the Guest Services team during assigned shifts while providing coaching, support, and direction.
• Serve as the primary escalation point for guest concerns and operational questions before involving management.
• Complete opening and closing procedures, verify reservations, review Point-of-Sale activity, and maintain daily communication logs.
• Maintain inventory of gift cards, arcade cards, bowling shoes, brochures, front desk supplies, and other Guest Services materials.
• Ensure bowling shoes are cleaned, organized, properly sized, and distributed to guests.
• Oversee the presentation and organization of the redemption prize counter while supporting volunteers assigned to the area.
• Assist guests with reservations, memberships, attractions, and general facility information while connecting them with the appropriate department when needed.
• Communicate professionally using established radio procedures and support Attractions, Redemption, Bowling, and other Family Entertainment operations through cross-training as business needs require.
• Maintain knowledge of Henderson Sport & Social attractions, memberships, promotions, restaurant offerings, sports programming, tournaments, fitness memberships, and upcoming events.
• Complete additional operational, administrative, and leadership duties as assigned.

Qualifications

Minimum Qualifications

• Must be at least 18 years of age.
• Strong leadership, communication, organizational, and guest service skills.
• Ability to work evenings, weekends, holidays, and special events based on business needs.
• Ability to work effectively in a fast-paced, team-oriented environment.

Preferred Qualifications

• Previous leadership or supervisory experience.
• Previous experience in hospitality, family entertainment, recreation, retail, or guest services.
• Experience using a Point-of-Sale system and interest in continued leadership development.

Physical Requirements

• Stand and walk for extended periods throughout the shift.
• Frequently lift and carry up to 30 pounds.
• Occasionally lift or move up to 50 pounds.
• Bend, kneel, crouch, reach, push, pull, and climb stairs as needed.
• Work in a fast-paced, high-energy entertainment environment.

Reports To

Family Entertainment Manager

Classification

• Part-Time
• Non-Exempt

Kemper Sports Management is an Equal Opportunity Employer

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.