Guest Services Supervisor

About the role

Join Our Team at Barclays Center! Congratulations on taking the first step toward embarking on an exciting new adventure at Barclays Center! At Barclays Center, we're more than just a venue – we're a dynamic community driven by a shared passion for creating unforgettable live experiences. We're dedicated to nurturing our team members and empowering them to thrive in an environment where innovation, collaboration, and a love for sports entertainment intersect.

Responsibilities

• Provide direction to foster and maintain a pleasant, friendly and professional demeanor with guests and staff at all times.
• Deploy staff for assigned events and posts.
• Assign appropriate rest/meal breaks, tasks, & elevator shifts.
• Train staff in basic guest service skills.
• Actively monitor staff interactions with Barclays Center guests at all events to ensure 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 escalated employee issues to Guest Services Managers.
• Work with department managers and Human Resources to resolve employee issues in a timely manner.
• Absorb and distribute information to other departments as necessary.
• Assist in providing the basics of service tasks such as covering elevators shifts, providing wheelchair escorts, monitoring an aisle, taking tickets, directing guests, and tending to any and 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.

Requirements

• 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.
• 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.
• Maintain company confidentiality.
• Employees may be assigned to work positions located outside.
• Walking & standing occurs 90% of the time (4-6 hours per shift).
• Ability to lift 50 or more poundsAbility to push/pull up to 200 pounds.
• Expect to work 2-4 hours per shift in confined area working as Elevator Operator.