Supervisor - Guest Services - DLC

POSITION SUMMARY

Supervise assigned area and provide a high level of Guest Experience for all guests and linemates. The Supervisors will work all HSK/Knight Hawks & G-League Ignite games and select events throughout the Calendar year. This position would report directly to the Director and Manager of Guest Services at The Dollar Loan Center.

JOB RESPONSIBILITIES

• Provide attentive, friendly and courteous Guest Service in accordance with the DLC standards of providing guests with an extraordinary game and event experience. Huzzah!
• Lead group of either Ushers, Ticket Takers, Way finders, and Elevator Operators in respected areas to resolve any issues regarding the Guests Experience.
• Greet guests with a positive, professional and helpful demeanor upon guests’ ingress and egress from the Dollar Loan Center.
• Help all Guests with directions, event and game schedules, giveaways, and any other information.
• Review tickets for validity and location and teach other linemates how to do so. Clearly communicate directions to guests and assist them in identifying their seats.
• Full understanding and knowledge of the Dollar Loan Center and offerings.
• Always monitor assigned area and constantly be aware of all surroundings before, during, and after an event/game.
• Clearly communicate to Management gate/section/seat or other relevant information regarding unruly or intoxicated guests, any situation requiring medical attention, or scenarios regarding clean-up to the appropriate department via the pager system or radio.
• Stand for the duration of game or event.
• Monitor/walk aisles in assigned sections and provide back up for assigned GS staff member.
• Cover linemates/SUPs breaks and lunches when needed.
• Must be able to lift, stoop, squat, push, stand or bend throughout shift to assist with guests or other requests.
• Work with other Supervisors and collaborate best event practices with Management.
• Ensure all walkways and aisles are clear at all times and effectively communicate clearly with guests.
• Help Operations organize and distribute promotional items at ingress/egress and select areas/sections.
• In the event of an emergency, redirect guests from elevators, aisles, and stairwells to the next safe area.
• Attend all mandatory Team Member meetings and trainings.
• Follow and make sure all linemates are following the uniform policy.

KNOWLEDGE, SKILLS, ABILITIES

• Attentive customer focus; treats all guests with the highest level of customer service and courtesy.
• Effective verbal and written communication skills. Clear, appropriate and respectful to all guests at the DLC.
• Must be dependable and reliable to report to work on time when scheduled and work in assigned section independently.
• Ability to follow written and/or verbal assignments.

EDUCATION AND EXPERIENCE

• High School diploma or GED preferred. Equivalent or relevant work experience may be considered in lieu of formal education. See management.
• Previous Customer Service Experience preferred.

OTHER REQUIREMENTS AND/OR DUTIES

• Ability to work in dark, bright, smoky, dusty, cold and/or confined spaces.
• Able to stand/walk for prolonged periods of time on hard surfaces.
• Comfortable working around large crowds.
• Willing to work nights, weekends and holidays as needed.
• Execute other job duties as assigned.
• Communicate via radio.