Who are we hiring?

The Supervisor, Guest Services is responsible for providing a safe, positive and guest-friendly environment during events at The Sphere. They are accountable for daily supervision and leadership of front-line colleagues in Guest Services department.

What will you do?

• Manages the content and delivery of pre-shift meetings; communicates event-related information and ensures front-line team is informed and following event instructions, Company policies and local/state regulations.
• Ensures that front-line colleagues are engaged, upbeat, and delivering an exceptional guest experience.
• Completes front-line team member assignments consistent with event staffing levels and promptly escalates any concerns or shortages.
• Provides post-event assignment information to People Solutions team to ensure payroll is accurately processed.
• Assesses, evaluates, and provides consistent, fair and timely feedback to front-line colleagues through various methods (i.e., coaching, mentoring, one on one).
• Addresses escalated guest concerns, feedback, and suggestions in a timely and efficient manner.
• Manages inventory of all team member devices and equipment available for guest use.
• Communicates any deficiencies or repairs required.
• Maintains a clean, safe, and aesthetically pleasing environment. Partners with Threat Management team to ensure safe and efficient environment during event and during ingress/egress.
• Functions as a role model to front-line colleagues by demonstrating a positive attitude, operating with high energy and through achievement of company objectives and goals.
• Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.  
• Supervision of Guest Experience Representatives (GERs)

What do you need to succeed?

• The ideal candidate will have a minimum 5-7 years of prior Guest Services or hospitality experience with demonstrated leadership expertise.
• Ability to collaborate cross-functionally and to build collaborative relationships that motivate and encourage performance even without direct reporting relationship; maintains a positive, approachable, and professional relationship with a diverse group.
• Is prepared to take an active lead role in emergency operations procedures through ongoing training and drills
• Demonstrated experience completing reports and coaching team members; proven ability to manage multiple tasks while under tight deadlines.
• Must take and pass TAM (Techniques of Alcohol Management) Nevada training class; Adheres to TEAM training guidelines.
• Previous experience within Sports & Entertainment or theater operations is preferred

Special Requirements

• Ability to work a flexible schedule including nights, have split days off, work weekends and holidays in a 24 X 7 environment
• General physical requirements include such as lifting up to 25 lbs., standing for long periods, walking long distances, bending and constant motion is often required. 
• Must be able to work within an environment with loud noises and everchanging visuals.
• Must be able to work multi-level floors, reaching up to 7 stories.
• Must be comfortable navigating steep steps and inclines.
• Must be able to work within enclosed, crowded spaces.
• Must be able to work inside an elevator for long periods at a time.
• May be exposed to theatrical smoke, strobe lights, pyrotechnics, intense sound, rapid motion video effects, smoke, and odors
• May be deployed to outdoor posts that may be exposed to triple-digit temperatures, UV rays, high winds, or monsoon weather. Appropriate hydration, PPE, and sun protection will be provided.

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