Guest Services Supervisor - Theatre at Resorts World (Part-Time)

For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300 venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.

Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.

If you want to be challenged to up your game and make a difference, then join us in giving the world reason to cheer!

Position Summary:

As a member of Guest Services, the Supervisor will oversee the usher staff to ensure a superior level of guest service is provided to the guests/customers of the Resorts World Theatre.

Essential Functions:

• Supervise usher staff and daily operations.
• Prepare and conduct Pep Rallies and pre/post show briefings.
• Respond to and problem solve guest complaints and/or concerns.
• Monitor and report all policies and procedures violations; conduct progressive employee counseling with advisement from Assistant House Manager and House Manager.
• Respond to and manage guest behavior issues based on the 1-2-3 approach. Communicate with Security base via radio with earpiece if guest behavior requires and escalated response by that department.
• Problem-solve guest ticketing problems in the lobby and at the seats when Ushers have an issue. Communicate via radio with earpiece to Box office for assistance in resolution.
• Assist in relocation of guests with special needs, i.e., ADA guests, based on seat locations provided by box office.
• Communicate via radio with ear-piece within the department and with other departments regarding issues including but not limited to ticketing, guests with special needs/ADA, guest behavior, guest injuries/illness, broken equipment, safety hazards, VIP guests, etc.
• Attend Supervisor meetings.
• Monitor uniform inventory and supervise uniform issue (usher) positions.
• Prepare and conduct group interviews and training sessions.

Required Qualifications:

• A minimum education level of: High School Diploma or its equivalency
• A minimum of 0-1 years of related work experience
• Available to work all evening events scheduled at the Resorts World Theatre. Clock in 2.5 hours prior to show time. (for example, clock in at 5:00 for a 7:30 show.)
• Available to work nights, weekends and holidays
• Excellent interpersonal, communication, and problem solving skills
• Excellent customer service skills
• Ability to effectively supervise, motivate and lead a productive team.
• Sound judgement; able to make sound decisions

AEG reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. AEG may require an employee to perform duties outside his/her normal description.