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ASM Global Guest Services Lead Supervisor in Brooklyn, New York

Position Title: Guest Services Lead Supervisor

Department: Guest Services

Reports to: Guest Services Manager

FLSA Status: Non-Exempt / Part-Time Hourly

Union Code: Non-Union

Minimum Pay Rate: $25.00/hour

Maximum Pay Rate: $25.00/hour

SUMMARY:

As the world’s leading venue management company and producer of live event experiences, ASM Global is the preeminent management and content partner with over 350 venues worldwide. Operating and investing in the world’s most important stadiums, arenas, convention centers, and theaters requires unmatched dedication and the most profound expertise. Our focus is YOU! Through investments in growth, resources, and technology we strive to enhance the experience of our internal Team Members and to continue creating amazing live experiences for the guests that we serve.

Guest Services Lead Supervisors are responsible for providing excellent service at Barclays Center events to all areas of the Barclays Center. Reporting to the Guest Services Managers, the Guest Services Supervisor will supervise current Guest Services staff (Supervisors, GSRs, Usher/Ticket Takers) during Barclays Center events. This person must have experience managing large volumes of employees and providing a high level of guest services to guests, facility tenants and season ticket holders.

ESSENTIAL DUTIES & RESPONSIBILITIES: What You Will Do

  • Provide direction to foster and maintain a pleasant, friendly, and professional demeanor with guests and staff at all times. Responsible for maintaining a fun, friendly, and safe environment in assigned sections.

  • Participate in hiring events lead by Human Resources to interview and hire new employees for the Guest Services department.

  • Deploy staff for assigned events and posts. Assign appropriate rest/meal breaks, tasks, & elevator shifts.

  • Train staff in basic guest service skills. Actively monitor staff interactions with Barclays Center guests at all events to ensure high level of guest satisfaction and guest service.

  • Provide leadership and guidance to staff. Serve as mentor/coach to all Guest Services employees.

  • Administer appropriate performance reviews, counseling and disciplinary documentations as needed to ensure compliance of Barclays Center company/department policies in accordance with the Union contract.

  • Effectively escalated employee issues to Guest Services Managers. Work with department managers and Human Resources to resolve employee issues in a timely manner.

  • Assist in providing the basics of service tasks such as covering elevators shifts, providing wheelchair escorts, monitoring an aisle, taking tickets, directing guests, and tending to all guests’ needs.

  • Maintain a positive working relationship with all departments within the building (i.e. Security, Levy, Event Production) to ensure that all needs of our 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 suites are empty of guests and lost items at the conclusion of every event.

  • Establish standards to deliver excellent customer service skills and positive attitude when interacting with guests, vendors, & employees.

  • Complete all assigned tasks within the guidelines & deadlines set by Guest Services Managers.

  • Effectively and calmly interact with angry or emotional guests and employees.

  • Always follow all operating policies and procedures and follow safety guidelines.

CANDIDATE PROFILE: Who You Are

  • A minimum of 2 years of related work experience; preferably 1 year in the sports and entertainment field.

  • 2 years’ experience leading teams.

  • Reliable, punctual, and regular in attendance with good communication skills.

  • Must have reliable transportation to and from Barclays Center for scheduled shifts. Parking will not be provided.

  • Must have the ability to read, write and understand English in a working environment.

  • Friendly, outgoing personality.

  • Must be proficient with Microsoft Word, Excel, Outlook and ABI.

  • Must maintain a neat, well-groomed appearance that conveys professionalism at all times.

  • No visible tattoos or facial piercings.

  • Must be available to work at least five (5) evening events per week; including all events on Fridays, Saturdays and Sundays. Holidays may also be included.

  • Maintain company confidentiality.

  • Employees may be assigned to work positions located outside.

  • Walking & standing occurs 90% of the time (4-6 hours per shift).

  • Ability to lift 50 or more pounds

  • Ability to push/pull up to 200 pounds.

  • Expect to work 2-4 hours per shift in confined area working as Elevator Operator

  • Employees may be scheduled to work until 12:00am or later

KEY COMPETENCIES: Skills You Possess

  • Ability to take direction well and work well with others.

  • Have exceptional guest and client service capabilities.

  • Able to work well with different personalities in a fast-paced environment and constant deadlines.

  • Able to handle highly sensitive and confidential information.

  • Have exceptional interpersonal and telephone skills.

  • Able to work evenings and weekends.

  • Perform a variety of duties, often changing from one task to another, without the loss of efficiency or composure.

  • Ability to memorize, recollect, and quickly retrieve relevant information.

ASM Global reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. ASM Global may require an employee to perform duties outside his/her normal description.

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 importantly, 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.

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