Venue Guest Experience - Variable Supervisor

Live Nation Entertainment Inc; Los Angeles (CA); On-site; USD 28,000 - 34,000; Full time

Job summary

Live Nation Entertainment is seeking an Employee & Guest Experience Supervisor for the Hollywood Palladium in Los Angeles. You will administer programs that support employee engagement, recognition, and guest service initiatives to create an exceptional show-day experience.

You will train staff, manage the service standards of Safety, Care, Encore, and Efficiency, and drive fan-centric service improvements.

Qualifications

• Experience in guest-facing roles or event operations preferred.
• Strong communication and public speaking skills.
• Ability to work in a fast-paced venue environment.
• Customer-focused mindset with problem-solving abilities.
• Team-oriented with a one-crew mentality.

Responsibilities

• Plan and implement employee engagement activities and communications.
• Oversee the employee break area and on-site care initiatives.
• Administer the employee recognition program and celebrate service wins.
• Lead training and coaching for guest services and safety standards.
• Develop fan-focused initiatives for service recovery and milestones.
• Prepare and review day-of-show and post-show reports with leadership.
• Identify opportunities to streamline events and remove hassles for fans and staff.
• Contribute to special on-site projects as needed.

Skills

Customer service

Public speaking

Communication

Tools

Microsoft Office Suite

CANVA

Job description

Job Summary: WHO ARE WE?

Live Nation Entertainment is the world’s leading live entertainment company, comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. Ticketmaster is the global leader in event ticketing with over 620 million tickets sold annually and approximately 10,000 clients worldwide. Live Nation Concerts is the largest provider of live entertainment in the world promoting more than 50,000 events annually for nearly 7,000 artists in 40+ countries. These businesses allow Live Nation Media & Sponsorship to create strategic music marketing programs that connect more than 1,200 sponsors with the 145 million fans that attend Live Nation Entertainment events each year. For additional information, visit www.livenationentertainment.com.

WHO ARE YOU?

Passionate and motivated. Driven, with an entrepreneurial spirit. Resourceful, innovative, forward thinking and committed. At Live Nation Entertainment, our people embrace these qualities, so if this sounds like you then please read on!

THE JOB

Venue Nation is seeking an Employee & Guest Experience Supervisor for the Hollywood Palladium.

The Experience Supervisor will be responsible for administering various corporate and venue designed initiatives that support employee engagement and recognition programs, and guest service-related initiatives.

WHAT THIS ROLE WILL DO

• EMPLOYEE ENGAGEMENT: Plan, coordinate, and implement processes and activities, including newsletters, day-of-show information sheets, and other communication tools associated with employee engagement and guest service.
• EMPLOYEE CARE/EXPERIENCE: Manage the upkeep and vibe of the employee break area, incorporating show-day elements of care that elevate the work experience and remove hassles. Plan and facilitate ongoing employee appreciation efforts and events.
• EMPLOYEE RECOGNITION: Administrator of the employee recognition program, facilitating creative approaches to individual and group recognition. Will be the venue’s culture leader by looking for ways to recognize small and big service wins by your staff and create a “ONE-CREW” mentality.
• TRAINING & COACHING: Venue leader for the service-focused, employee training system(s). Help facilitate, in collaboration with other venue leaders, large-scale on-site venue staff training. Work with Department Managers and Supervisors to ensure the venue’s service standards of Safety, Care, Encore, and Efficiency are being communicated at pre-event meetings, demonstrated throughout the show, and incorporated at the end of each night.
• FAN EXPERIENCE: Develop creative and fan-focused initiatives for service recovery, surprise and delights, and guest milestones.
• REPORTING: Responsible for completing/managing assigned day of show/post-show reports, helping manage the guest service experience platform, and analyzing other venue service reports to create action plans for service improvements and/or opportunities in partnership with the General Manager and your regional lead.
• PROCESS IMPROVEMENT: Work in coordination with venue leadership to discuss budget, needs, and ongoing support. Identify and seek opportunities to remove event day hassles for both fans and employees.
• SPECIAL PROJECTS: May be asked to manage implementation and maintenance of other guest-facing or employee based on-site programs.

WHAT THIS PERSON WILL BRING

• A natural interest in helping others and a heart for service.
• As well as a passion for delivering engaging and memorable fan experiences.
• Must be able to maintain composure and organization in an often hectic and loud environment.
• Be flexible and approach the job with a one team mentality no matter the task.
• Proficient computer skills required including the ability to use Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and CANVA.
• A positive outlook, strong communication skills including public speaking or meeting facilitation skills and the ability to engage others.
• Strong problem-solving skills and demonstrated experience finding creative, yet viable solutions.
• 1-3 years’ plus of work experience in a comparable role.
• Position requires constant physical activity such as walking, climbing stairs, lifting, and carrying equipment.
• Must be able to lift 30 lbs. using proper lifting techniques.

EQUAL EMPLOYMENT OPPORTUNITY

We aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. Live Nation strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, intersectionality, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas. We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Live Nation will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Live Nation also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Live Nation will also provide reasonable religious accommodations on a case‑by‑case basis.

HIRING PRACTICES

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Live Nation recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Live Nation may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.

The expected compensation for this position is:

$20.00 USD - $25.00 USD Hourly. ** Pay is based on a number of factors including market location, qualifications, skills, and experience.

Recruiters will only contact candidates from official Live Nation or affiliated brand email domains. Recognized for seven years as a Great Place to Work® and named one of Fortune’s World’s Most Admired Companies, Live Nation Entertainment is the world’s leading live entertainment company comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. Our world‑class teams specialize in all aspects of the live entertainment industry, from ground‑breaking innovations in ticketing, global venue development and operations, concert promotion and production, sales and brand partnerships, and unparalleled artist management supported by professionals in all facets of corporate operations. We believe in taking care of the countless employees helping artists bring live music to fans all around the world. Our many unique benefit programs are designed to help our teams live life to the fullest including generous vacation, healthcare, retirement benefits, student loan repayment, tuition reimbursement, six months of paid caregiver leave for new parents including fostering and perks like Roadie Babies helping new parents care for their babies on work trips. And of course, access to free live events through our exclusive employee ticketing program. There is no bigger stage for your career. See what your future looks like at Live Nation Entertainment.