Guest Experience Supervisor

Guest Experience Supervisor

Class: Part-time, Hourly, Non-Exempt

Reports to: Director of Guest Experience

Location: Arena

Pay: $20.00/HR

The Milwaukee Bucks strive to be the best sports and entertainment company in the world. We are looking for dedicated people who champion innovation, inspire and empower their teammates to perform at a world-class level, and foster a culture of continuous improvement.

What We Offer

• Mental Health Resources
• On-the-job Training
• Milwaukee Bucks and NBA League Discounts
• Employer Paid Parking

Summary

Guest Experience Supervisors demonstrate exceptional guest service to thousands of guests attending games, concerts and events at the Fiserv Forum and Deer District, while leading an outstanding team of Guest Service representatives working in the following positions: Ushers, Ticket Takers, Greeters, Host/Hostesses, and Guest Concierge. You will possess a commitment to continuous learning and development while striving to achieve our organization's mission to be the most successful, diverse and inclusive sports and entertainment company in the world.

Responsibilities

• Lead by example and supervise a team of Guest Experience team members in a fast-paced, high-profile environment while maintaining high energy and a positive attitude.
• Assign Guest Experience team members to scheduled posts and duties in a manner that will best use team members' strengths and skills. Coordinate required break times for all assigned staff.
• Conduct important pre-shift team meetings to provide team members with essential event information and answer any questions and concerns.
• Address and resolve guest concerns, questions, and feedback in a timely and efficient manner with an upbeat, professional attitude and demeanor.
• Ensure all Guest Experience team members are effectively performing assigned tasks and duties, while meeting expectations and guidelines set forth by the Milwaukee Bucks and Fiserv Forum management.
• Complete detailed written reports at the conclusion of all games, concerts and events to provide a recap of the event, outline staff performance, explain incidents or problems, and offer suggestions to the management team on ways to improve the guest experience.
• Oversee the performance of Guest Experience team members, provide one-on-one coaching, and carry out disciplinary action alongside the management team when necessary.
• Acknowledge and reward team members who exceed performance expectations and exemplify company objectives and goals.
• Provide leadership in an emergency situation or evacuation by following security protocol and directing staff and guests to a designated safe location in a timely manner.
• Maintain a clean, safe and aesthetically pleasing environment within the supervisory area.
• Respond quickly and discreetly to medical situations and provide detailed written incident reports to the management team.
• Work closely with the management team to create an exceptional experience for all guests, and an enjoyable, rewarding work environment for team members.

Qualifications

• Must be at least 18 years old
• Previous supervisor experience preferred.
• Hospitality experience desired.
• Excellent customer service, leadership, and verbal and written communication skills.
• Ability to remain calm and focused in a fast-paced, high-attendance environment with diverse guest demographics.
• Ability to exercise sound, objective judgment to diffuse volatile and confrontational situations.
• Strong ability to collaborate with co-workers and managers in a team environment.
• Ability to memorize the layout of the Fiserv Forum and Deer District (seating sections, restroom and concession stand locations, attractions, etc.) in order to best assist guests.
• Basic knowledge of Americans with Disabilities Act (ADA) protocol and policies preferred.
• Flexible schedule (variety of shifts) to include weekends, evenings, some holidays and some overtime is required.
• Must meet monthly schedule availability.
• Ability to stand for an entire shift. (Reasonable accommodations will be made in accordance with the Americans with Disabilities Act.)
• Ability to walk throughout venue, up and down stairs, and on uneven surfaces (ramps). (Reasonable accommodations will be made in accordance with the Americans with Disabilities Act.)
• Ability to bend, work in high elevations (all levels of the arena) and enclosed spaces (including elevators)
• Must be comfortable in large crowds. Noise levels in the work environment are frequently loud.
• Must be able to work both indoors and outdoors; may be exposed to all weather conditions, including extreme heat and cold.

All offers for employment with the Milwaukee Bucks are contingent upon the candidate having successfully completed a criminal background check. We will consider people with criminal histories in a manner consistent with the requirements of applicable local, state, and Federal laws.

The Milwaukee Bucks is an Affirmative Action and Equal Opportunity Employer, Ethnic Minority/Women/Disabled/Veteran/Gender Identity/Sexual Orientation.

We provide our employees with a robust employee benefits plan that focuses on the mental and physical wellness of our team. We strive to offer a flexible work environment that allows our team members to be productive in both their work and home lives.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.