Fan Experience Lead (PT)

About the role

As a Fan Experience Event Lead at Spurs Sports & Entertainment (SS&E), you will support and implement departmental standards across the Fan Experience staff during all events. You will engage directly with fans and collaborate with internal partners at all levels to redefine the limits of the fan experience and create lasting, positive memories for every guest at every venue.

Responsibilities

• Conduct pre-event Fan Experience Lead and all staff briefings to inform staff of all pertinent event information.
• Participate in pre-event briefings with the department manager on duty.
• Ensure all key areas of venues are appropriately staffed before events begin.
• Respond to escalated guest issues and determine appropriate actions to resolve problems in a timely, positive, and amiable manner.
• Oversee and provide direct leadership to all Fan Experience Leads and Fan Experience Representatives during events.
• Assist with the training and development of Fan Experience Leads and Fan Experience Representatives.
• Communicate with the department manager on duty about all staff issues that arise during events.
• Summarize the event with the department manager on duty at the end of every event.
• Communicate with the department manager on duty about any employee check-in deficiencies and event equipment (Ticket Scanners/Pedestals, Radios, etc.).
• Be prepared to take an active Fan Experience Lead role for events.
• Communicate all emergencies and important information to command with a radio during events (e.g., wet spills, broken chairs, medic requests, security requests, tech requests).
• 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 for Fan Experience Leads and Fan Experience Representatives.
• Support crowd flow and management to ensure guest safety.
• Support ADA guest requests and other accessibility-related service requests with urgency and empathy.
• Act as the primary point of contact for Fan Experience Leads during all events for real-time troubleshooting, escalation, and communication with leadership.
• Perform any other duties assigned by Fan Experience Management.

Requirements

• A minimum of two (2) years’ supervisory experience in a customer service role.
• Flexible schedule availability, including the ability to work long hours, overnights, evenings, weekends, and holidays as needed.
• Must be able to read and write in English (bilingual preferred).
• Must be 18 years of age or older at the time of hire.
• Must have reliable transportation for reporting to work.
• Must have excellent communication and interpersonal skills.
• Must be available for a minimum of 70% of scheduled events monthly.
• Proven experience managing and motivating teams of 20+ staff members, including supervisory-level team members.
• Ability to maintain positive, open, approachable, and professional relationships with a diverse group of people.
• Comfortable managing conflicts and responding to customer problems with a sense of urgency.
• Experience motivating and encouraging exceptional performance.
• Ability to hold teams accountable for outcomes and monitor performance.
• Demonstrated experience in coaching, mentoring, and developing staff to perform at high levels.
• 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 able to work indoors and outside in inclement weather and extreme temperatures.
• Frequently comfortable with heights while working on high floors.
• Occasionally able to push and pull up to 25 lbs.
• Occasionally able to lift up to 25 lbs.
• Consistently able to stand and move throughout venues for the duration of the shift.
• Occasionally bend and kneel.
• Consistently able to traverse stairs.
• Consistently able to maneuver restricted spaces such as elevators and reduced entrances/exits.