Tour Supervisor | Highmark Stadium

JOB SUMMARY

As a Tour Supervisor, you will be responsible for creating memorable guest experiences by ensuring that the tour operation is running in the most efficient, effective manner possible. This position will supervise daily tour staff as well as liaise with the Tour Operations Management Team to provide positive experiences for all staff members on operational days. To meet the high expectations associated with Legends Global and the Buffalo Bills, it is imperative that service and professionalism of the highest standards are administered daily by each employee associated with the tour department.

MAIN RESPONSIBILITIES

Prepare the Tour Guides and Tour Ambassadors for daily tours by providing key information about tour manifests, event space availability, and operational logistics. Set up and tear down daily tour operation materials such as scanners, lanyards, credentials, and signage. Conduct deployment of Tour Guides and Tour Ambassadors based on shift assignments. Outline time constraints, policies, and guidelines to all tour staff. Welcome guests to Highmark Stadium prior to their scheduled tour time and follow outlined check-in procedures. Deliver exceptional customer service by interacting with stadium visitors, serving them during their tour experience, and maintaining a professional image and pleasant demeanor at all times. Motivate and serve as a leader for all daily tours staff. Monitor staffing levels and ensure required breaks are provided for tour staff. Perform Box Office duties, including electronic ticket sales, ticket redemption, and answering tour-related questions. Present factual, accurate knowledge of Highmark Stadium, the Buffalo Bills, and the city of Buffalo in accordance with the information provided by the management team. Conduct Highmark Stadium tours when staffing or operational needs require. Answer questions from visitors regarding information on daily tour options and other Highmark Stadium offerings such as private tours and private events. Collaborate with team members to monitor the tour route and ensure smooth tour operations. Communicate with teammates and supervisors via 2-way radio to relay updates, coordinate tour timing, and support tour operations. Ensure safety of all visitors. Other duties as assigned.

REQUIRED SKILLS AND EXPERIENCE

Ability to communicate effectively with groups of all sizes and guests of diverse ages and backgrounds. Strong customer service experience and ability to demonstrate a positive, team-oriented attitude. Excellent interpersonal and guest engagement skills. Ability to assess situations quickly, adapt to changing needs, and resolve issues effectively. Ability to stand for long periods of time, walk long distances, use escalators and operate elevators. Leads with honesty and integrity, using direct and transparent communication across all levels. Ability to memorize and accurately recite scripted tour facts and information. Ability to manage projects by organizing people, processes, and resources. Capable of managing people and priorities in a fast-paced environment. Detail Oriented

REQUIRED QUALIFICATIONS

Must be able to work weekends and extended hours due to business requirements including early mornings, late nights, and holidays. Ability to work well within a team environment, offering assistance and support to team members as assigned. Ability to communicate effectively including the ability to receive and deliver detailed instruction. Experience in public speaking Customer service background Bilingual is a plus Experience TicketMaster Host is a plus Computer experience and internet access for scheduling purposes.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

Ability to stand, sit, use hands for handling or feeling, and reach with hands and arms. Ability to walk long distances. Ability to stand or walk for up to 8 hours or more per day. Ability to lift and/or move up to 25 pounds. Ability to work in an environment where cold/hot temperatures are possible. Noise levels may vary from moderate to loud depending on stadium operations or events. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of this job. #J-18808-Ljbffr ASM Global