POSITION: Guest Services Lead

DEPARTMENT: Production

REPORTS TO: Guest Services Supervisor

FLSA STATUS: Part-Time; Non-Exempt

ASM Global, the leader in privately managed public assembly facilities, has an excellent and immediate opening for a Guest Services Lead at the Cowtown Coliseum. This position is responsible for assisting the Guest Services Supervisor in overseeing the Usher staff during events at the Cowtown Coliseum. This role involves ensuring a high standard of customer service and operational efficiency by coordinating Usher activities, and addressing any issues that arise during events while in accordance with Cowtown Coliseum and ASM Global policies.

Essential Duties and Responsibilities

• Assist the Guest Services Supervisor in managing and supervising Usher staff during events

• Coordinate the assignment of Ushers to various posts and ensure adequate coverage throughout the venue

• Serve as the main point of contact for Usher staff, providing guidance and support as needed

• Assist patrons with seating and/or other information as required, ensuring a positive guest experience

• Maintain oversight of assigned areas, monitoring for spills or situations requiring staff attention

• Operate handicap lift with wheelchair containing patron (if applicable)

• Handle complaints and issues from patrons in accordance with established policies and procedures

• Ensure Ushers are following proper protocols and procedure

• Conduct pre-event briefings and post-event debriefings with Usher staff

• Perform other related duties as assigned by the Guest Services Supervisor or Production management

Supervisory Responsibilities

This position is responsible for site supervision of Usher staff.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong leadership and supervisory skills

• Excellent communication skills, with a friendly disposition and ability to stay calm under pressure

• Experience in handling conflict in a friendly and effective manner

• Ability to navigate a variety of floor surfaces and areas, including continuous standing and walking, including up and down stairs

• Exhibit a professional attitude and appearance

• Ability to listen, follow instructions and ask for clarification

• Ability to respond well to questions

• Ability to interact with all levels of staff including management, patrons, clients, and other staff members

• Exhibit good problem-solving skills and organizational ability

• Ability to work independently and as a member of the team

• Ability to work flexible hours including daytime, evening, weekends, and holidays, as needed

Education and/or Experience

• High School Diploma or GED preferred

• One (1) year prior experience in a customer service position preferred

• Previous experience in a supervisory role is preferred

• Experience working in a public assembly facility preferred

Physical Demands

The physical demands 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.

• Ability to work in a variety of environments, including but not limited to heights, elevators, darkened arenas, around crowds, loud noise, and flashing lights

• Ability to walk, stand for long periods of time, climb stairs, stoop, bend, and maneuver under low lighting

• Ability to move quickly from one area to another in a safe manner

NOTE:

The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

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