Guest Services Supervisor (Part-Time)

Socket.dev; Las Vegas (NV); On-site; USD 34,000 - 49,000; Full time

Job summary

Sphere Entertainment Co. is hiring a Supervisor, Guest Services to lead front-line teams during events at The Sphere in Las Vegas. You will supervise daily activities, ensure safety and guest satisfaction, and coordinate with other departments to deliver exceptional experiences.

The role requires 5–7 years in guest services or hospitality with leadership experience; you will train staff, manage staffing, and respond to guest concerns during events, nights, and peak periods.

Qualifications

• 5-7 years of prior Guest Services or hospitality experience with demonstrated leadership expertise.
• Ability to collaborate cross-functionally and build collaborative relationships that motivate performance.
• Prepared to take an active lead role in emergency operations procedures through ongoing training and drills.
• Demonstrated experience completing reports and coaching team members; able to manage multiple tasks under tight deadlines.

Responsibilities

• Manages the content and delivery of pre-shift meetings; communicates event-related information and ensures front-line team is informed and following event instructions, Company policies and local/state regulations.
• Ensures front-line colleagues are engaged, upbeat, and delivering an exceptional guest experience.
• Completes front-line team member assignments consistent with event staffing levels and escalates concerns or shortages.
• Provides post-event assignment information to People Solutions team to ensure payroll is accurately processed.
• Assesses, evaluates, and provides consistent feedback to front-line colleagues through coaching, mentoring, and one-on-one sessions.
• Addresses escalated guest concerns, feedback, and suggestions in a timely manner.
• Maintains inventory of team member devices and equipment; communicates deficiencies or repairs required.
• Supports a clean, safe, and aesthetically pleasing environment; partners with Threat Management during events.

Skills

Guest services leadership

Hospitality experience

Cross-functional collaboration

Emergency operations training

Job description

Sphere Entertainment Co. is a leader in immersive experiences, technology and media. The Company includes Sphere, an experiential medium powered by advanced technologies. The first Sphere opened in Las Vegas, with a second venue planned for Abu Dhabi. In addition, the Company includes MSG Networks, which operates two regional sports and entertainment networks, MSG Network and MSG Sportsnet, as well as a direct-to-consumer and authenticated streaming product, MSG+, delivering a wide range of live sports content and other programming. More information is available at www.sphereentertainmentco.com.

Who are we hiring?

The Supervisor, Guest Services is responsible for providing a safe, positive and guest-friendly environment during events at The Sphere. They are accountable for daily supervision and leadership of front-line colleagues in Guest Services department.

What will you do?

• Manages the content and delivery of pre-shift meetings; communicates event-related information and ensures front-line team is informed and following event instructions, Company policies and local/state regulations.
• Ensures that front-line colleagues are engaged, upbeat, and delivering an exceptional guest experience.
• Completes front-line team member assignments consistent with event staffing levels and promptly escalates any concerns or shortages.
• Provides post-event assignment information to People Solutions team to ensure payroll is accurately processed.
• Assesses, evaluates, and provides consistent, fair and timely feedback to front-line colleagues through various methods (i.e., coaching, mentoring, one on one).
• Addresses escalated guest concerns, feedback, and suggestions in a timely and efficient manner.
• Manages inventory of all team member devices and equipment available for guest use.
• Communicates any deficiencies or repairs required.
• Maintains a clean, safe, and aesthetically pleasing environment. Partners with Threat Management team to ensure safe and efficient environment during event and during ingress/egress.
• Functions as a role model to front-line colleagues by demonstrating a positive attitude, operating with high energy and through achievement of company objectives and goals.
• Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.
• Supervision of Guest Experience Representatives (GERs)

What do you need to succeed?

• The ideal candidate will have a minimum 5-7 years of prior Guest Services or hospitality experience with demonstrated leadership expertise.
• Ability to collaborate cross-functionally and to build collaborative relationships that motivate and encourage performance even without direct reporting relationship; maintains a positive, approachable, and professional relationship with a diverse group.
• Is prepared to take an active lead role in emergency operations procedures through ongoing training and drills
• Demonstrated experience completing reports and coaching team members; proven ability to manage multiple tasks while under tight deadlines.
• Must take and pass TAM (Techniques of Alcohol Management) Nevada training class; Adheres to TEAM training guidelines.
• Previous experience within Sports & Entertainment or theater operations is preferred

Special Requirements

• Ability to work a flexible schedule including nights, have split days off, work weekends and holidays in a 24 X 7 environment
• General physical requirements include such as lifting up to 25 lbs., standing for long periods, walking long distances, bending and constant motion is often required.
• Must be able to work within an environment with loud noises and everchanging visuals.
• Must be able to work multi-level floors, reaching up to 7 stories.
• Must be comfortable navigating steep steps and inclines.
• Must be able to work within enclosed, crowded spaces.
• Must be able to work inside an elevator for long periods at a time.
• May be exposed to theatrical smoke, strobe lights, pyrotechnics, intense sound, rapid motion video effects, smoke, and odors
• May be deployed to outdoor posts that may be exposed to triple-digit temperatures, UV rays, high winds, or monsoon weather. Appropriate hydration, PPE, and sun protection will be provided.

Hourly Pay Range

$30—$30 USD

At MSG, we recognize the importance of upskilling employees’ talents and strengths so they can drive their careers forward. We are proud to offer a robust set of tools and resources to help employees understand their interests and purpose, harness their talents and obtain the skills they need to reach the next step in their careers. Growth and longevity for our employees are top priorities here.

We value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. MSG complies with all applicable federal, state, and local laws governing nondiscrimination, including considering requests for reasonable accommodations as required.