Supervisor, Guest Services

Climate Pledge Arena; Seattle (WA); On-site; USD 36,000 - 48,000; Part time

Benefits offered by this job

Complimentary parking

Company-wide recognition program

Job summary

Climate Pledge Arena in Seattle, WA is seeking a part-time Guest Services Supervisor to lead a team of 14-20 staff on event days, ensuring a safe and high level of guest service. You will brief the team, assign roles, coach staff, and manage daily operations to create memorable experiences.

The role requires strong communication, leadership, and problem-solving abilities, with a focus on guest satisfaction, teamwork, and adherence to policies. Weekend/evening shifts and on-site work are required.

Qualifications

• Minimum 50% monthly event availability; must work at least one event per month.
• Strong verbal and written communication skills.
• Passion for motivating and developing employees and building relationships.
• Able to follow instructions in a fast-paced environment.
• 18 years of age or older.

Responsibilities

• Conduct pre-event briefing with a team of approximately 14-20 guest services team members.
• Ensure proper setup of assigned areas including scanners, stanchions, and devices.
• Assign positions to guest services team members to cover essential roles.
• Communicate complex information clearly and concisely.
• Coach and mentor staff to create memorable moments for guests.
• Schedule breaks and manage team welfare.
• Resolve guest seating issues and minor disruptions.
• Complete nightly reports with notes and recovery opportunities.
• Enforce arena policies and assist management with disciplinary actions.
• Support training, hiring fairs, and recruitment events.
• May supervise under a union contract and perform other duties.

Skills

Leadership

Communication

Customer service

Problem solving

Attention to detail

Time management

Team coordination

Job description

Climate Pledge Arena
Seattle, WA 98109, USA

• On-site
• Rate : $30.03 USD per hour
• ABI: Event & Guest Services
• Part-Time
• Requisition #: SUPER001618

Description

About Us:

We are building a championship organization that serves our fans, community, and business partners through world-class sports and entertainment. We believe that Winning Matters, our Fans Come First, with Risk Comes Reward, Great Teams Can Achieve Unimaginable Results, Honoring the Pacific Northwest is Our Duty, and Driving the Business is Our Responsibility.

Climate Pledge Arena, located at Seattle Center, is the complete redevelopment of an historic landmark, originally built for the 1962 Seattle World's Fair. The arena is home to the NHL’s Seattle Kraken, WNBA's Seattle Storm, PWHL Seattle and the world's biggest performers of live music and events. The arena is named after The Climate Pledge, an initiative founded by Amazon and Global Optimism asking global corporations to become net zero carbon by 2040. Climate Pledge Arena has one of the most progressive sustainability programs of any building its size, including being the world’s first Zero Carbon Certified arena. Climate Pledge Arena opened October 19, 2021. Visit climatepledgearena.com

Position Summary:

The Guest Services Supervisor (part-time) is an essential role on the Guest Experience team. As a Supervisor, you assume the role of a team leader, communicator, problem solver, decision maker and a lead example of creating memorable moments on event day, not only for guests but also for the staff assigned to your team. This position is responsible for ensuring all guests and team members enjoy a safe atmosphere with an exceptional level of service and operational execution.

The ideal candidate will possess a true passion for providing unparalleled guest service and care, and will exhibit a strong aptitude for leadership, problem solving, and effective communication.

• Conduct pre-event briefing with a team of approximately 14-20 guest service’s team members for the event
• Ensure proper set up of assigned areas including but not limited to any scanners, stanchion, technical devices, giveaways, etc.
• Assign positions to guest services team members ensuring all essential positions are covered
• Communicate complex and pertinent information in a clear and concise manner
• Maintain a high degree of focus on coaching and mentoring guest services team members to create memorable moments at the arena
• Engage with team members in a positive and effective manner
• Schedule appropriate breaks to guest services team members
• Assist in resolving concerns with guest seating, complaints, and minor disruptions to the event
• Complete a nightly report summarizing guest concerns, attendance notes, team member concerns and supervisory issues. Note any opportunities for guest recovery and recommendations for enhanced service opportunities/standards
• Perform daily duties with a positive demeanor
• Enforce all arena and event policies and procedures
• Assist Guest Services management by participating in disciplinary or behavioral action of guest services team members as requested
• Assist Guest Services management team with training, hiring fairs, recruiting events and other events as assigned
• May be asked to supervise team members under the parameters of a union contract
• Perform other duties and responsibilities as assigned

Required Experience & Qualifications:

• Minimum 50% monthly event availability (subject to change); must work at least one event per month unless otherwise approved.
• Demonstrate ability to follow instructions and work in a fast-paced environment
• Must have strong verbal and written communication skills
• Passion for motivating and developing employees, as well as building relationships
• A high degree of personal integrity and consistently put the interests of the organization first
• Extremely organized and detail oriented, adaptable, resourceful, quick learner and able to handle multiple projects simultaneously
• Must be a creative problem solver who can identify solutions and address both employee and guest concerns efficiently and professionally while remaining calm under pressure
• Must be 18 years of age or older

Preferred Experience & Qualifications:

• Previous experience in a customer service-based industry
• Possess prior experience in managing or supervising staff
• Previous experience within a sports, entertainment, or related field

Working Conditions:

• Must be able to work a flexible schedule inclusive of weekends, nights and holidays required
• Frequent bending, lifting 15-20 pounds, exposure to multiple external elements, extensive walking through the building
• Standing for long periods of time

Compensation

• In accordance with the Washington State Equal Pay and Opportunity Act, the expected rate for this position is $30.03/hr.
• This role is non-exempt and eligible for overtime pay
• Company-wide recognition program
• Complimentary parking

Our Commitment to Diversity, Equity, and Inclusion in Hiring:

Climate Pledge Arena aspires to write a new playbook in sports and entertainment that includes everyone. In alignment with this vision, if you don’t meet every job requirement listed—or if you haven’t worked in the industry or are still learning about the industry—we still encourage you to apply. We understand you may bring other relevant experiences and expertise to help us become the highest performance organization we can be. One of our core values is ‘Make Us Better’ and we recognize diversity, equity and inclusion as a critical business strategy.

If you’d like to request an accommodation in the application or interview process, please let us know by emailing: [e-mail].

Seattle Hockey Partners, LLC and Seattle Arena Company, LLC are proud to be an equal opportunity workplace. We do not discriminate on basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or any protected category prohibited by local, state or federal laws.

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.