Guest Services Lead Supervisor

Guest Services Lead Supervisor

Join our team at Barclays Center! We are more than just a venue – we're a dynamic community driven by a shared passion for creating unforgettable live experiences. We are dedicated to nurturing our team members and empowering them to thrive in an environment where innovation, collaboration, and a love for sports entertainment intersect. If you're someone who lives and breathes events, fueled by an unwavering passion for creating magic in every moment, then we want you to join us in shaping the future of live entertainment. Come be a part of our vibrant community, where every day offers the chance to inspire, innovate, and make memories that last a lifetime.

Our company values, Care, Integrity, Accountability, and Growth Mindset, are reflected in everything we do here at Barclays Center. From the interview process to employee recognition, we make certain to incorporate our four values.

To excel in this role, candidates must possess a genuine passion for service, strong teamwork abilities, adaptability, effective communication skills, a guest-centric approach, problem-solving capabilities, and keen attention to detail. These attributes are essential for creating unforgettable experiences and maintaining a positive atmosphere for our guests. Joining our team promises not only a fulfilling experience but also an opportunity to make a meaningful difference in the lives of our guests and contribute to the success of Barclays Center.

Genuine Passion for Service:

• Desires to exceed guest expectations and create unforgettable experiences.
• Enjoys demonstrating enthusiasm and dedication in providing exceptional service.
• Wants to make every interaction memorable and positive.

Strong Teamwork Abilities:

• Enjoys collaborating effectively with colleagues and partners.
• Likes building and nurturing strong relationships within the team.
• Values the importance of teamwork in achieving shared goals.

Adaptability:

• Enjoys handling unexpected challenges with flexibility and composure.
• Wants to quickly adjust to changes in the environment to ensure guest satisfaction.
• Thrives in dynamic and fast-paced work environments.

Effective Communication Skills:

• Desires to listen attentively and respond empathetically to guests and colleagues.
• Enjoys conveying information clearly, confidently, and with warmth.
• Wants to communicate with clarity and precision to ensure understanding.

Guest-Centric Approach:

• Values putting guests at the center of all actions and decisions.
• Likes anticipating guest needs and consistently exceeding expectations.
• Wants to create a welcoming and positive atmosphere for all guests.

Proactive Problem-Solving:

• Desires to identify and resolve issues creatively and efficiently.
• Enjoys handling guest concerns with empathy and professionalism, turning challenges into opportunities.
• Likes taking initiative to address potential problems before they escalate.

Meticulous Attention to Detail:

• Wants to pay close attention to details that contribute to guest satisfaction.
• Enjoys ensuring every aspect of service delivery is meticulously executed to maintain high standards.
• Desires to take pride in delivering flawless experiences through meticulous attention to detail.

Essential Duties & Responsibilities: What You Will Do:

• Provide direction to foster and maintain a pleasant, friendly, and professional demeanor with guests and staff at all times. Responsible for maintaining a fun, friendly, and safe environment in assigned sections.
• Participate in hiring events led by Human Resources to interview and hire new employees for the Guest Services department.
• Deploy staff for assigned events and posts. Assign appropriate rest/meal breaks, tasks, and elevator shifts.
• Train staff in basic guest service skills. Actively monitor staff interactions with Barclays Center guests at all events to ensure a high level of guest satisfaction and guest service.
• Provide leadership and guidance to staff. Serve as mentor/coach to all Guest Services employees.
• Administer appropriate performance reviews, counseling, and disciplinary documentations as needed to ensure compliance of Barclays Center company/department policies in accordance with the Union contract.
• Effectively escalate employee issues to Guest Services Managers. Work with department managers and Human Resources to resolve employee issues in a timely manner.
• Assist in providing the basics of service tasks such as covering elevator shifts, providing wheelchair escorts, monitoring an aisle, taking tickets, directing guests, and tending to all guests' needs.
• Maintain a positive working relationship with all departments within the building (i.e. Security, Levy, Event Production) to ensure that all needs of our guests are met.
• Ensure that all equipment is checked out appropriately, properly utilized by staff, and checked back in.
• Work with Security to ensure that all suites are empty of guests and lost items at the conclusion of every event.
• Establish standards to deliver excellent customer service skills and positive attitude when interacting with guests, vendors, & employees.
• Complete all assigned tasks within the guidelines & deadlines set by Guest Services Managers.
• Effectively and calmly interact with angry or emotional guests and employees.
• Always follow all operating policies and procedures and follow safety guidelines.

Candidate Profile: Who You Are:

• A minimum of 2 years of related work experience; preferably 1 year in the sports and entertainment field.
• 2 years' experience leading teams.
• Reliable, punctual, and regular in attendance with good communication skills.
• Must have reliable transportation to and from Barclays Center for scheduled shifts. Parking will not be provided.
• Must have the ability to read, write, and understand English in a working environment.
• Friendly, outgoing personality.
• Must be proficient with Microsoft Word, Excel, Outlook, and ABI.
• Must maintain a neat, well-groomed appearance that conveys professionalism at all times.
• No visible tattoos or facial piercings.
• Must be available to work at least five (5) evening events per week; including all events on Fridays, Saturdays, and Sundays. Holidays may also be included.

Key Competencies: Skills You Possess:

• Ability to take direction well and work well with others.
• Have exceptional guest and client service capabilities.
• Able to work well with different personalities in a fast-paced environment and constant deadlines.
• Able to handle highly sensitive and confidential information.
• Have exceptional interpersonal and telephone skills.
• Able to work evenings and weekends.
• Perform a variety of duties, often changing from one task to another, without the loss of efficiency or composure.
• Ability to memorize, recollect, and quickly retrieve relevant information.