Guest Experience Supervisor

Job Summary

The Richmond Flying Squirrels are seeking a Guest Experience Supervisor to lead our guest experience team in delivering exceptional service at every home game and special event at CarMax Park. This position oversees 15-25 representatives per event, ensuring each section is properly staffed, policies are upheld, and guests enjoy a safe, fun, and welcoming atmosphere. The Guest Experience Supervisor serves as the on-site leader for the team, supporting the Guest Experience Manager with all game day operations while setting the standard for the team.

Key Responsibilities

• Lead and support guest experience staff throughout all events.
• Oversee pre-event setup, section assignments, and break rotations.
• Conduct pre-shift meetings to communicate event details and expectations.
• Ensure Guest Experience Representatives provide top-tier customer service and upholding all ballpark policies.
• Respond promptly and professionally to guest issues, incidents, or emergencies.
• Coordinate with other departments (Security, Operations, Food & Beverage, etc.) to maintain a safe and welcoming environment.
• Report any incidents, maintenance needs, or guest feedback to the Guest Experience Manager.
• Assist with post-event wrap-up, including representative's check-out, area inspections, and event reports.
• Lead by example and set the standard for professionalism, enthusiasm, and "Have FUNN" energy.

Qualifications

• Previous leadership experience in guest services, hospitality, or event operations (sports venue experience preferred).
• Strong communication and problem-solving skills.
• Ability to thrive in a fast-paced environment while effectively managing multiple tasks and priorities.
• Demonstrates genuine enthusiasm and a positive attitude that contributes to an engaging and energetic fan experiences.
• Ability to remain calm, professional, and organized under pressure.
• Must be available for all home games and special events, including pre- and post-event shifts.
• Must be at least 18 years of age.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.