Guest Services Lead

This is a Part Time Job

Guest Services Lead (PT)

At Spurs Sports & Entertainment (SS&E), we work in service of something bigger than ourselves.

To us it is so much more than just a game or concert. It takes all the members of our Spurs team to harness the power of sports and entertainment to create moments that excite, memories that endure, and connections that strengthen our community. SS&E owns and operates the San Antonio Spurs (NBA), Austin Spurs (NBA G-League), and the San Antonio FC (USL), and manages day-to-day operations of the Frost Bank Center, Toyota Field and STAR Complex.

We know that our people are our greatest asset as an organization. We aspire to provide our teams with meaningful work, to live our values -Integrity, Success & Caring – day-to-day in what we do and foster an inclusive culture for our 1K employee workforce.

At Spurs Sports & Entertainment (SS&E), we treat everyone like family – that is our standard. As a member of our team, you will help us redefine the limits of the fan experience by creating lasting, positive memories for every guest at every venue.

The Guest Service Representative Lead is responsible for supporting and implementing departmental standards across the Guest Services staff during all events. They will engage directly with fans and collaborate with internal partners at all levels.

What You'll Do:
• Participate in pre-event staff briefings to ensure all pertinent information for event is received.
• Ensure your specific deployment area is appropriately staffed and set up and ready before events begin.
• Respond to escalated guest issues and determine appropriate actions to resolve problems and/or issues in a timely, positive, and friendly manner.
• Oversee all Guest Services Representatives in your specific deployment area during events.
• Assist with the training and development of Guest Services Representatives.
• Inform and Escalate staff issues to Fan Experience Event Lead and department manager on duty.
• Communicate with the Fan Experience Event Lead and department manager on duty about any employee check-in deficiencies and event equipment (Ticket Scanners, Pedestals, Radios, etc.)
• Communicate all emergencies and important information to command with a radio during events. (Wet spills, Broken chairs, Medic Requests, Security Requests, Tech Requests, etc.)
• Ensure staff in your deployment area provide an elevated level of customer service as described by departmental standards.
• Ensure a safe and secure environment for all guests by understanding and using established processes and rules.
• Provide on-the-spot coaching, constructive feedback and support to address skill gaps to Guest Service Representatives.
• Act as the primary point of contact in your deployment area for Guest Service Representatives during all events for real-time troubleshooting, escalation, and communication with leadership.
• Support ADA guest requests and needs and other accessibility related service requests with urgency and empathy.
• Assist with the distribution, proper use, and set-up of event equipment (radios, etc) and report any operational issues.
• Oversee and manage staff deployment, break rotations, and reassignments to maintain strong coverage in a deployment area.
• Complete and submit event paperwork, track incidents using internal software, and monitor inventory for service recovery items.
• Coordinate with Security to secure all lost and found items from each event
• Any other duties assigned by Fan Experience Management

Who You Are:
• Prior customer service experience required.
• Ability to work long and flexible hours, including evenings, weekends, and holidays.
• Ability to work at least 70% of events monthly.
• Proficiency in typing and using a computer for tracking and documentation.
• Must be able to read and write in English. (Bilingual preferred)
• Must be 18 years of age or older at time of hire.
• Must have reliable transportation for reporting to work.
• Must have excellent communication skills.
• Consistently adept at maintaining a positive open approachable and professional relationship with a diverse group of people.
• Consistently comfortable with managing conflicts and responding to customer problems with a sense of urgency
• Consistent ability to demonstrate success in managing multiple tasks while under a fast-paced environment.
• Understanding of venue flow, crowd management, and guest service standards within a high-capacity arena or similar environment.
• Familiarity with using radios/communication systems and reporting protocols to coordinate staff and emergency responses.
• Comfortable working in a fast-paced environment while managing multiple priorities

Physical Requirements:
• Consistently be able to work indoors and outside in inclement weather and extreme temperatures.
• Frequently be able to push and pull up to 200 lbs. with use of wheelchair
• Occasionally be able to lift up to 25lbs.
• Consistently be able to stand and move throughout venues throughout the duration of the shift
• Frequently bend and kneel.
• Occasionally be able to traverse stairs.

In every position, each employee is expected to: demonstrate alignment with SS&E's core values and mission, collaborate with internal/external community members and demonstrate ongoing development.
If you don't have experience in every single bullet above, no sweat – we still want to hear from you and encourage you to apply!
SS&E is an Equal Opportunity Employer
Nothing contained in this job description is intended to be a contract of employment, nor does any information contained here represent a guarantee of employment for a specific duration. Your employment with SS&E is ''at will'', which means that either you or SS&E may terminate the relationship at any time. Essential functions listed above must be performed with or without accommodations.