Floor Supervisor-PT - Good Luck Lounge

Good Luck Lounge Floor Supervisor

The Good Luck Lounge Floor Supervisor plays a key role in ensuring exceptional guest experiences at all times. This individual will assist the Operations Manager with daily venue operations and oversee the floor staff during live events. A background in food and beverage service, as well as a solid understanding of high-volume, high-energy environments, is essential. This role requires strong leadership, a passion for customer service, and the ability to resolve issues efficiently.

Key Responsibilities:

• Collaborate with the Operations Manager to perform daily operational tasks, including overseeing all show duties.
• Assist in the management of guest relations by responding to elevated staff/guest inquiries and resolving any complaints or concerns related to shows, artist meet-and-greets, VIP packages, and amenities.
• Ensure that all guest issues are addressed and corrected, including security and customer service-related situations.
• Maintain communication with the Operations, Security and Food & Beverage teams to ensure that service standards are met.
• Lead opening, running, and closing duties in alignment with Live Nation policies.
• Educate guests on available venue amenities and make recommendations to enhance their experience.
• Circulate throughout the venue to maintain line of sight and atmosphere control while reporting any issues that arise.
• Actively engage in suggestive selling of venue products and services when applicable.
• Stay up to date on all Standard Operating Procedures (SOPs) and effectively communicate them to team members.
• Prepare pre-shift sheets and relay relevant management information to the staff.
• Oversee and manage lost and found articles, ensuring proper handling of items.
• Ensure responsible alcohol service in compliance with Responsible Alcohol Service training and Live Nation alcohol policies.
• Maintain proper security protocols in both guest-facing areas and back-of-house spaces.
• Lead pre-shift meetings and ensure the smooth flow of operations at the start of each shift.
• Work alongside the Manager-on-Duty (M.O.D.) to resolve guest and team member issues and escalate to higher management when necessary.
• Complete incident reports, collect witness statements, and assist with ejection logs and other related duties.
• Actively participate in and manage special events, ensuring smooth operations throughout.
• Additional tasks as requested by management.

Required Qualifications:

• Responsible Alcohol Awareness Training Certification or equivalent.
• Previous experience in food and beverage service, ideally in a high-volume venue.
• Proven experience in guest relations, with a focus on assessing and anticipating the needs of both guests and staff.
• Strong communication and leadership skills, including the ability to handle multiple tasks simultaneously.
• Ability to turn potentially negative situations into positive outcomes.
• Experience in prioritizing tasks and maintaining an upbeat attitude in a fast-paced environment.
• Ability to work extended hours, including nights, weekends, and special events as needed.

Preferred Qualifications:

• Experience in live music venues or nightlife environments.
• A college diploma in a related field is a plus.

Physical Demands/Working Environment:

• Must be able to work in a fast-paced, often loud, and high-pressure environment.
• Requires prolonged standing and working on your feet for extended periods.
• Ability to lift or move up to 40 lbs using proper lifting techniques.

This role requires someone who thrives in a dynamic environment, provides excellent service under pressure, and can manage the overall guest experience while supporting the Operations Manager in daily tasks.