Job Summary:

Guest Services Lead oversees the Guest Services Representatives assigned to their area during T-Mobile Center events. The lead will provide staff with directions and information to assist staff in providing a memorable event experience for guests.

Essential Duties:

• Assign Guest Service Representative deployments and monitor appropriate rest/meal breaks.
• Actively monitor GSRs interactions with guests to ensure a high level of guest satisfaction.
• Provide support, guidance and coaching to Guest Services Representatives.
• Effectively communicate escalated employee issues to Guest Services Management team.
• Effectively assist GSR with escalated guest situations when needed.
• Assist in providing the basics of service tasks such as covering elevator 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 to ensure all needs of T-Mobile Center 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 areas are empty of guests and lost items are recovered at the conclusion of the event.                           
• Other duties as assigned

Required Qualifications (Job Knowledge, Skills, and Education):

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• A minimum education level of High School Diploma or its equivalency      
• 2+ years of related work experience.
• Ability to adhere to the Guest Services & Security Department policies and procedures.
• Strong interpersonal and communication (written & verbal) skills.
• Must have good judgment and conflict resolution skills and able to perform duties independently with minimum/moderate supervision.
• Must be able to lead by example and demonstrate outstanding team and leadership skills.
• Demonstrated ability to multi-task in a fast-paced environment and perform under pressure.
• Relationship-building skills and ability to maintain effective professional relationships with staff at all levels and guests.
• Dependable to work events which include evenings, weekends, and holidays throughout the year.
• Ability to communicate effectively in English, detect, observe, exchange information with guests, staff & management.
• Ability to move about the venue frequently and efficiently for extended periods.

Preferred Qualifications:

• Previous work experience in a sports, entertainment, or convention facility environment
• Experience in venue supervision preferred.
• Bilingual English/Spanish is a plus.

Additional Comments:

 ASM 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 may require an employee to perform duties outside his/her normal description.

ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities and protected Veterans to apply. VEVRRA Federal Contractor.

[email protected] for applicants requesting a reasonable accommodation.