Guest Relations Supervisor

Job Title: Guest Relations Supervisor

Department: Guest Experience

Business Unit: KSE

Location: Ball Arena and DICK’S Sporting Goods Park

Reports To: Director, Guest Experience

Employment Type: Part-time, variable hour, non-exempt

Supervisor Position: Yes

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Kroenke Sports & Entertainment (KSE) is an American Sports and Entertainment holding company based in Denver, Colorado. KSE is committed to providing world class sports and entertainment for both live and broadcast audiences. We are the employer of choice as the owner and operator of Ball Arena, DICK’S Sporting Goods Park, the Paramount Theatre, 1STBANK Center, Denver Nuggets (NBA), the Colorado Avalanche (NHL), Colorado Mammoth (NLL), Colorado Rapids (MLS), Altitude Sports & Entertainment, Major League Fishing/Fishing League Worldwide (MLFLW), Winnercomm, Outdoor Sportsman Group and SkyCam. 

Nature of Work:

Our KSE Guest Relations team as part of our Guest Experience department shares the common goal of providing guests with a consistent level of service that both exceeds their expectations and enhances their experience at our venues. We all work together to welcome each guest to every event with genuine enthusiasm. As a Guest Relations Representative, your top priority is the guest. You are here to assist our guests and ensure their needs are met. We expect our supervisors to encourage, guide and coach our staff on how to provide this role efficiently and effectively. Positive energy and enthusiasm are expected.

Examples of work performed:

• Greet guests and team members in a friendly and welcoming way
• Smile and provide a warm welcome/thank you/good night to all guests
• Offer assistance in locating seats, concession stands, ATMs, smoking sections, bathrooms, etc. in arena and/or at our outdoor venue

• Assign and supervise staff duties including kiosks, escalators, wheelchairs, elevators, handouts, etc.
• Determine action to be taken in response to customer complaints or problems; consults with other Supervisors and Managers to determine best course of action for unusual problems or situations
• Train and coach staff on position responsibilities and expectations
• Hold staff accountable by addressing performance concerns, recognizing positive staff behaviors, and addressing uniform issues
• Work with other Supervisors to ensure all staff duties are covered
• Maintain a positive, professional working relationship with all building partners and works with all departments to assure highest quality experience for our guests
• Utilize a radio to communicate during events
• Complete written event report after each shift to communicate staff and guest concerns and recognition of positive staff behavior
• Report to Guest Experience Management of on-going problems; offers suggestions for solution; follows up to ensure issues are addressed and problems resolved
• Work as a Guest Relations Representative when not scheduled as a Supervisor
• Participate in the Memorable Moments staff recognition and training program
• Ability to work a varied, part-time schedule including weekends, evenings, holidays and playoffs
• Other duties as assigned

This description is a summary only and is describing the general level of work being performed, it is not intended to be all-inclusive. The duties of this position may change from time to time and/or based on business needs. We reserve the right to add or delete duties and responsibilities at the discretion of the supervisor and/or hiring authority. 

Working Conditions & Physical Demands:

• Ability to stand & walk for extended periods of time (on solid concourses/outdoor concrete/up and down stairs/etc.) 
• Ability to work outside in various weather conditions on occasion 

• Ability to work a 4–7 hour shift on average
• Tolerance for moderate to loud event noises/music/sound

Qualifications

• Minimum
  1. High school diploma or GED
  2. MUST have an upbeat, energetic personality, feel comfortable interacting with guests and have a positive, team-oriented, professional attitude
  3. 1 years of customer service experience
  4. 1 years of supervisory experience
• Preferred
  1. 1 years of event related experience
  2. 2 years of supervisory experience

Competencies/Knowledge, Skills & Abilities

• Excellent customer service skills with solid working knowledge of generally accepted standards of customer service and problem resolution
• Friendly, outgoing and personable attitude
• Ability to communicate effectively both verbally and in writing with guests, employees and vendors on a daily basis
• Ability to work a varied schedule to include evenings, weekends and holidays with shifts that range (on average) from 4-7 hours

Compensation

• $17.29/hour

Equal Employment Opportunity

Kroenke Sports & Entertainment (KSE) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.