Comcast Spectacor

Guest Services Supervisor (Part-Time)

US-IA-Des Moines
Job ID
2017-3004
Group
Spectra - Venue Management
Spectra VM - Iowa Events Center & Wells Fargo Arena
Category
Customer Service/Support
Type
Regular Part-Time

Overview

A Guest Services Supervisor will act as primary provider of direct service to guests as they are entertained at the Iowa Events Center.  They are responsible for providing a safe environment for our guests and ensuring all service needs are met and issues are resolved.  Supervisor will assist Guest Service Manager by directing, organizing and overseeing staff during events.

 

Responsibilities

  • Assist Guest Services Manager in scheduling of staff for individual events
  • Perform gate preparation including checking turnstiles, counters, signs in place, and scanners are in working order
  • Fill out Incident Report immediately upon report of injury
  • Respond and resolve seating, ticketing and other various customer concerns
  • Execute relocation plan as needed for events
  • Supervise assigned staff for events and deliver pre-event briefing
  • Communicate with Guest Services Manager on personnel issues and aide in resolution of
  • Assist Guest Service Manager in enforcing company policies with staff
  • Greet guests and take tickets
  • Ensure compliance of outside food/beverage and camera building policies
  • Usher guests to their seats and provide directional assistance
  • Monitor guest conduct and provide assistance to guests when necessary
  • Assist in providing a safe and secure environment for IEC guests
  • Perform crowd control management functions
  • Act as a member of the emergency evacuation team by directing guests to emergency exits
  • Monitor emergency exits and assist guests with special needs
  • Hand out materials to guests
  • Report any unsafe equipment or situations to Manager immediately
  • Sign out staff at conclusion of event
  • Ensure quads are secured and properly cleaned at conclusion of event
  • Turn in all necessary paperwork (ex. Posting Sheets, Missing Punch Log) to Manager
  • Provide employee feedback including recognition and/or coaching as situations arise; provide updates to Manager on situations as needed
  • Provide excellent customer service assistance to internal and external clients

 

Qualifications

  • High school diploma or equivalent preferred
  • Ability to communicate clearly and concisely in the English language, both orally and in writing
  • Exceptional customer service skills—outgoing and friendly personality required
  • Possess excellent organizational and interpersonal skills.
  • Ability to handle multiple tasks and priorities simultaneously.
  • Must have a demonstrated ability to function in a fast paced, high-pressure environment
  • Must be available to work a flexible schedule including long hours, nights, weekends and holidays
  • Ability to work independently and as part of a team

INTELLECTUAL/SOCIAL, PHYSICAL DEMANDS AND WORK ENVIRONMENT:


The intellectual/social, physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Intellectual/Social demands:

  • While performing duties of this job, the employee is continuously asked to multi-task under time constraints and with moderate to high pressure situations. Position requires constant attention to precise details and accuracy of specified standards including: following simple to complex (more than 3 steps) instructions, and concentration which frequently extends beyond 30 minutes at a time. Employees in this role will occasionally be in leadership role; this requires directing others verbally to complete tasks in prescribed time frame.  This position also requires frequent use of interpersonal skills including: ability to direct/motivate/inform staff and foster collaboration, greeting and directing clients verbally and with visual cues toward desired locations.  Employee must be able to recognize and resolve conflicts, and be able to openly communicate verbally with clients and determine an optimal solution to their concern. Employee will frequently communicate in-person with others and exchange accurate information. This position requires employee to frequently work both independently or as part of a team.

Physical demands:

  • While performing the duties of this job, the employee may occasionally operate a computer and other office devices such as calculators, telephones, copy machines, faxes and printers.  Employee will also frequently move about inside and outside facility in various before/during/after events in the course of supervising staff and directing clients to desired locations.  Employee must frequently communicate via radio, telephone and in-person with others and exchange accurate information.  Employee may occasionally be required due to business demands and event operations to lift and/or move up to 25 pounds.

Work environment:

  • The duties of this position are performed primarily in doors in an office environment.  The noise level in the work environment is usually minimal to moderate during non-event days and moderate to loud during event days. While performing duties of this job, the employee is occasionally exposed to weather conditions prevalent at the time.

Spectra is an Equal Opportunity Employment Employer.

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