Guest Service Supervisor - Concessions - Raymond James Stadium

Guest Service Supervisor

Leads and elevates the event-day guest experience by managing staff check-in, resolving guest concerns, providing real-time coaching, conducting service audits, and ensuring policy compliance. This role ensures team members are fully prepared and consistently deliver outstanding service throughout the venue.

Primary Responsibilities

• Event-Day Staff Check-In Assistance
• Ensure all meal vouchers, clipboards, placement details, lanterns, menus, and any bar necessities are prepared for check-in. This includes setting up the check-in area.
• Upholds uniform guidelines, alcohol compliance, and food safety laws before they clock in for their shift. This includes: prescreening uniforms/checking for any items that should not be entering the venue, communicating our venue policies and procedures while correcting any, assisting staff with uniform exchanges or having an absolute understanding of the difference between the types of uniform in our inventory and how to loan them out. Guiding TEMP workers / new hires to their areas.
• Supervision of Point-of-Sale (POS) Operations
• Train and support cashiers (NPO Groups) on Clover Sport POS operations, including logging in/out, conducting transactions, processing refunds, troubleshooting issues, redeeming Krewe Card stored value, and applying discounts.
• Conduct pre-shift meetings with cashiers to review POS functionality, distribute login information, and test understanding of transaction processes, including the use of Krewe Cards and discounts.
• Resolve guest conflicts by utilizing authorized guest recovery methods and addressing any service concerns.
• Ensure POS equipment is fully functional, and cashier areas are clean, organized, and.
• Monitor line speeds, cashier performance, and overall guest interaction to ensure friendly and efficient service.
• Ensure customer survey cards are available and inform cashiers of the survey program to gather guest feedback.
• Perform periodic check-ins with staff to address questions, provide additional training, or offer.
• Manage guest service issues related to in-seat orders, including: coordinating delivery with NPO, monitoring in-seat runners on the, meeting guests at the concierge desk to issue, following up with staff on missing or delayed.
• Guest Service Best Practices Implementation
• Complete guests service audits and provide immediate feedback to leadership.
• Review guest survey results regularly and communicate any action plans for improvements to the team.
• Track progress on guest service metrics, offering training, coaching, or feedback as needed to maintain or improve service quality.
• Knowledgeable on stadium operation, venue layout and all guest.

Qualifications

• 2+ years supervisory experience in food & beverage or concessions operations
• Strong communication and problem-solving
• Ability to train and support a team in a fast-paced
• Proficient in POS systems and
• Customer service background highly
• Skilled in managing guest conflicts and ensuring positive guest
• Committed to improving customer service and team performance through coaching and

Mental & Physical Demands

• Regularly required to stand, walk, lift, carry, reach, squat, push and pull; all up to
• Must be able to stand and walk for up to 12 hours during a single shift while navigating ramps, stairs, elevators and guests.
• Outdoor venues are indicative of heat and humidity based on weather Work environment may be within extreme temperatures.
• Ability to learn new tasks, remember processes, maintain focus and complete tasks
• Make timely decisions in the context of workflow and operation
• Ability to communicate and lead teams to complete tasks in situations where timing is essential. Comfort speaking in front of a group and providing clear direction.

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