Guest Services Supervisor- Internal Only

Job Description

Guest Services Supervisor- Part-Time- Internal Only (Peacock Theater)

L.A. LIVE's Peacock Theater hosts more than 120 music, family, dance and comedy acts, award shows, televised productions, conventions, and product launches with more than 500,000 guests passing through the doors annually.

Located across the street from Crypto.com Arena, the 7,100-seat theater opened in October 2007 with six sold out shows featuring the Eagles and The Chicks. Peacock Theater has since hosted concerts by artists like Alan Jackson, Charlie Wilson, Juan Gabriel, Aretha Franklin, Ed Sheeran, John Fogerty, Gabriel Iglesias, Marc Anthony, John Legend, Neil Young, Kelly Clarkson, Rush, Yanni, Nicki Minaj, Juanes, as well as The ''American Idol'' Finale shows, Michael Jackson's This is It, Straight Outta Compton, The Hunger Games and Twilight movie premieres and more.

Peacock Theater is also home to the Primetime Emmy Awards and BET Awards, and has previously hosted the American Music Awards, ESPYs, Nickelodeon Kid's Choice Awards, People's Choice Awards, Radio Disney Music Awards, MTV Video Music Awards, MTV Movie Awards and a pair of Rock N' Roll Hall of Fame Induction Ceremonies.

Job Summary:

The Guest Services Supervisor I is responsible for providing excellent guest service at all Peacock Theater, L.A. LIVE and Crypto.com Arena events while supervising the Guest Service Representatives. The Supervisor is expected to establish and maintain good working relationships with building personnel, guests, visitors, and vendors.

Essential Functions:

Staff Supervision 40% Daily
• Assign Team Member deployments.
• Assign and monitor appropriate rest/meal breaks.
• Assign and monitor necessary equipment.
• Actively monitor Team Member interactions with guests at all times to ensure a high level of guest satisfaction.
• Provide leadership and guidance to Team Members.
• Provide timely and appropriate coaching to Team Members on performance, both positive and corrective, using the ''Situation, Impact and Alternative'' guidelines.
• Effectively communicate escalated Team Member issues to Guest Services Management.
• Administer appropriate disciplinary documents as needed to ensure compliance of Crypto.com Arena, Peacock Theater and L.A. LIVE company/department policies in accordance with the SEIU Local 1877 Union contract.
• Monitor and document Team Member tardiness and administer appropriate disciplinary documentation.

Guest Services 25% Daily
• Resolve ticketing issues.
• Accommodate guests with disabilities in compliance with the Americans with Disabilities Act.
• Assist guests with directional and informational inquiries.
• Serve as escalation point for guest complaints/issues.
• Assist and provide angry or emotional guests with recovery services as needed.

Intradepartmental Needs 15% Daily
• Monitor individual work emails frequently and respond as needed.
• Submit approved Incident Reports according to venue specific guidelines.
• Submit frequent Event Recap Reports, summarizing: Event, Team Member, Venue and Guest comments.
• Promote ENCORE|LA by becoming an ENCORE|LA advocate and champion for its core principles and values.
• Promote department specific safety trainings, including monthly Injury Illness Prevention Program (IIPP) trainings.

Interdepartmental Communications 5% Daily
• Complete monthly Security Mentor lessons.
• Complete biennial Human Resources Harassment training.
• Submit Work Orders according to venue operational needs.

Time Management Daily 10%
• Effectively manage time to ensure all event-related tasks are completed before the conclusion of each shift.
• Complete Rest/Meal breaks following California Labor Laws.
• Submit reports (i.e. Work Orders, Incident Reports, Event Recaps) in a timely manner.

Special Projects 5% Daily
• Assist Guest Services Management team with special projects/tasks as assigned.

Required Qualifications:
• A minimum education level of: High School Diploma or its equivalency.
• A minimum of 3 years of related work experience.
• Proficient computer skills, including Microsoft Office applications (Outlook, Word, and Excel).
• Able to read, listen, and communicate effectively in English, verbally and in writing.
• Strong interpersonal and communication (written and verbal) skills.
• Demonstrated ability to multi-task and perform under pressure.
• Strong teamwork etiquette and relationship-building skills.
• Able and willing to adapt to changes in nightly assignments.
• Able to maintain Guest, Team Member, and Company confidentiality.
• Able to move about throughout a shift, stand or remain in a stationary position (e.g., when assigned to a station or post) for multiple hours (4-6 hours per shift), and lift or move/position items weighing up to 30 lbs.
• Strong decision-making skills.
• Available to work at least five (5) events per week, including nights, weekends, and holidays.

Preferred Qualifications:
• Bilingual (Spanish) a plus.
• At least 6 months home-based at Peacock Theater.
• Previous experience working in a similar facility environment.

Pay Scale: $23.93

AEG is committed to developing a diverse workforce reflective of the marketplace and the communities in which we do business. We believe a diverse workforce is not merely an advantage; it is mandatory for any company to be successful in today's business climate.

Anschutz Entertainment Group is an equal opportunity employer and will not discriminate against any individual, employee, or application for employment on the basis of race, color, marital status, religion, age, sex, sexual orientation, national origin, handicap, or any other legally protected status recognized by federal, state or local law.

This Employer is subject to the Fair Chance Initiative for Hiring Ordinance (FCIHO) (LAMC 189.00)

Jobcode: Reference SBJ-re75j2-18-218-38-205-42 in your application.