Position Overview: The Guest Experience Event Staff Supervisor is responsible for team member supervision, crowd management, identifying and resolving issues, and implementing Capital One Arena and Guest Experience Department event policies and procedures.

Do you have customer service experience, a solution oriented mentality, and excellent interpersonal skills? We would love to hear from you!

Responsibilities:

• Responsible for crowd management, supervision of team members, and enforcing Capital One Arena policies and procedures.
• Provide information, assistance, and direction to guests and team members.
• Conduct pre-event, individual, and post-event briefings to communicate important event and position related information to team members.
• Uphold consistency and effectiveness of event operations through a comprehensive understanding of supervisor standard operating procedure guidelines.
• Apply conflict resolution, de-escalation, and mediation techniques to resolve guest disruptions.
• Resolve seat discrepancies, perform seat relocations, and assist guests with disability requests for accommodations as needed.
• Understand, retain, and adhere to safety protocols and procedures to ensure guest and team member safety in case of an emergency.
• Ensure safe and proper usage of escalators, elevators, lifts, ticket scanners, radios, and communication devices.
• Monitor entrances, escalators, elevators, seating sections, hospitality clubs, and other areas of responsibility.
• Document incidents thoroughly through written reports on iPad.
• Accommodate, direct, and support injured guests to First Aid.
• Check in with team members numerous times throughout the course of each event to provide support and assistance as needed. Ensure every team member receives a proper break.
• Confirm all required positions are covered and collaborate with other supervisors as needed to adjust the staffing deployment.
• Assist guests in searching for lost articles or persons.
• Assist with efficient line management inside and outside the arena.
• Perform post event building sweep as assigned, ensuring that all guests have exited and that all doors are secured.
• Efficiently report any possible threats, hazards, and harassment claims to management.
• Notify management of all team member issues to help ensure that an accurate level of corrective action is received.
• Maintain high standards of housekeeping and safety policies.
• Other duties as assigned.

Minimum Qualifications:

• High school graduate or equivalent experience.
• 2+ years of supervisory experience.
• Strong interpersonal, written, and verbal communication skills.
• Ability to communicate effectively with management, peers, and subordinates.
• Able to work effectively both independently and on a team.
• Strong problem solving skills; able to make decisions in a fast-paced environment.
• Exemplify a strong commitment and willingness to provide outstanding customer service.
• Requires prolonged standing, sitting, walking, and stair climbing to access full range of facility.
• Ability to be available and work a majority of arena events year-round.
• Flexibility to work evenings and weekends on a regular basis, as well as holidays.

Pay Range: $23.15 USD/hour.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.