Guest Services team Lead

POSITION: Guest Services Team Leader

DEPARTMENT: Guest Services

REPORTS TO: Guest Services Manager

FLSA STATUS: Hourly/Non-Exempt

Summary

Legends Global, the leader in privately managed public assembly facilities, has an excellent and immediate opening for a Guest Services Team Leader for Legends Global/Caesars Superdome | Smoothie King Center | Champions Square. Responsible for assisting Guest Services Management in providing a high-quality experience to all guests through supervision and development of our Team Members. Coordinate with management issues involving patron complaints and/or concerns regarding Team Members. Assist in the evaluation of Team Members' performance and appearance on the job. This position is to serve as an extension of Guest Services Management in regards to Team Member event day operations.

Essential Duties and Responsibilities

• Dress in professional business attire (blazer and tie provided by Legends Global)
• Observe event staff before briefing and again before going on post to ensure that they are dressed properly and in possession of all tools of the trade (i.e., Nametag, Information Sheets, and Flashlights)
• Roam assigned areas in the facilities to observe Team Member's interaction with guests and ensure they are adhering to the "BE GREAT" service philosophy
• Ensure Team Members proper placement in your assigned area and report any shortages to Command Post for resolution
• Ensure Team Members equipment is in place and functioning properly for your assigned area
• Has a full working understanding of all Guest Services event day roles and responsibilities (i.e., Ticket Scanners, Ushers, Guest Services Representatives, ADA Greeters) and all event logistics.
• Possess the ability to communicate in a positive manner with Team Members when corrective action is needed
• Provide a post-event report citing all incidents, accidents, and event-related occurrences at the facility during the event that will require further attention.
• Following each event communicates with Guest Services Management issues of concern noted on event log and recommendations to improve
• Will be required to have involvement during training exercises, supervisory meetings and be available to work events on an on-going basis
• All other duties as assigned

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.

• Must successfully pass a criminal background check
• Must be at least 18 years of age
• Exceptional customer service skills
• Proven communication skills (verbal, non-verbal, and written)
• Ability to assess situations and act quickly to resolve using good judgment
• Ability to understand and carry out instructions
• Able to work nights, weekends, and holidays as needed
• Ability to maneuver around both facilities
• Proficient in ADA protocol and policies

 Education and/or Experience

• High School diploma or equivalent

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.

While performing the duties of this job, the employee is regularly required to move around the facility; to stand for long hours during events; talk and hear. This position may require work inside or outside of the building, as needed by events.

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.

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

 Applicants that need reasonable accommodations to complete the application process may contact 504-587-3995.