Lead Guest Services Part-time

ASM Global-AEG Kansas City Arena LLC.; United States; On-site; USD 42,000 - 60,000; Full time

Job summary

Legends ASM in Kansas City (T-Mobile Center) is seeking a Guest Services Lead to oversee the Guest Services Representatives assigned to their area during events. The lead will provide staff with directions and information to assist staff in providing a memorable event experience for guests.

Legends ASM will assign GSR deployments, monitor breaks, coach staff, and coordinate with security and management to ensure guest satisfaction and smooth operations throughout the venue.

Qualifications

• High School Diploma or equivalent; 2+ years of related work experience.
• Adhere to department policies and procedures.
• Strong interpersonal and verbal/written communication skills.
• Demonstrated leadership and ability to work independently with minimal supervision.
• Able to multitask in a fast-paced environment and work under pressure.
• Ability to build professional relationships with staff and guests.
• Must be available for evenings, weekends, and holidays; English communication required.
• Ability to move about the venue frequently and efficiently.

Responsibilities

• Assign Guest Service Representative deployments and monitor breaks.
• Monitor GSR interactions to ensure guest satisfaction.
• Provide support, guidance and coaching to GSRs.
• Escalate employee issues to the Guest Services Management team.
• Assist GSR with escalated guest situations when needed.
• Cover service tasks like elevator shifts, wheelchair escorts, tickets, and directing guests.
• Maintain positive relationships with all departments to meet guest needs.
• Ensure equipment checkout and return is properly managed.
• Work with security to ensure areas are cleared of guests and lost items recovered.
• Perform other duties as assigned.

Skills

Leadership

Interpersonal skills

Communication

Multitasking

Conflict resolution

Education

High School Diploma or equivalent

Job description

Job Summary

Guest Services Lead oversees the Guest Services Representatives assigned to their area during T-Mobile Center events. The lead will provide staff with directions and information to assist staff in providing a memorable event experience for guests.

Essential Duties

• Assign Guest Service Representative deployments and monitor appropriate rest/meal breaks.
• Actively monitor GSRs' interactions with guests to ensure a high level of guest satisfaction.
• Provide support, guidance and coaching to Guest Services Representatives.
• Effectively communicate escalated employee issues to the Guest Services Management team.
• Effectively assist GSR with escalated guest situations when needed.
• Assist in providing the basics of service tasks such as covering elevator shifts, providing wheelchair escorts, monitoring aisle, taking tickets, directing guests, and tending to all guests’ needs.
• Maintain a positive working relationship with all departments within the building to ensure all needs of T-Mobile Center guests are met.
• Ensure that all equipment is checked out appropriately, properly utilized by staff and checked back in.
• Work with security to ensure that all areas are empty of guests and lost items are recovered at the conclusion of the event.
• Other duties as assigned.

Required Qualifications (Job Knowledge, Skills, and Education)

• A minimum education level of a High School Diploma or its equivalent 2+ years of related work experience.
• Ability to adhere to the Guest Services & Security Department policies and procedures.
• Strong interpersonal and communication (written & verbal) skills.
• Must have good judgment and conflict resolution skills and be able to perform duties independently with minimal/moderate supervision.
• Must be able to lead by example and demonstrate outstanding team and leadership skills.
• Demonstrated ability to multitask in a fast-paced environment and perform under pressure.
• Relationship-building skills and the ability to maintain effective professional relationships with staff at all levels and guests.
• Dependable to work events which include evenings, weekends, and holidays throughout the year.
• Ability to communicate effectively in English, detect, observe, and exchange information with guests, staff & management.
• Ability to move about the venue frequently and efficiently for extended periods.

Preferred Qualifications

• Previous work experience in a sports, entertainment, or convention facility environment.
• Experience in venue supervision.
• Bilingual English/Spanish.

Additional Comments

Legends reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship. Legends ASM may require an employee to perform duties outside his/her normal description. Legends Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities and protected Veterans to apply. VEVRRA Federal Contractor. [e-mail] for applicants requesting a reasonable accommodation.

Our Work Experience

Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most especially, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.