Special Events Lead - Full Time

Essential Duties And Responsibilities

• Work a minimum of three shifts per week; Lead shifts take priority over Rep Dual Rate shifts
• Shift minimums and maximums may be adjusted based on business needs
• Complete mandatory Leadership Development Courses within six months
• Learn and maintain proficiency in all required skills: gift day, tournament operations, registration, Bingo, concert distribution, Schedule Ease, and other related tasks
• Continue practicing each skill regularly as determined by department needs
• Able to work in inclement weather conditions
• Serve in a Rep capacity when needed
• Promote and demonstrate superior customer service in alignment with company standards
• Ensure compliance with all regulatory requirements and report potential issues to management
• Maintain a clean and safe work area, free of hazards and debris
• Communicate effectively with leadership regarding operational updates, challenges, and resource needs
• Lead by example in professionalism, customer service, and adherence to company values

Qualification Requirements

• Must be at least 21 years of age
• High school diploma or GED required
• 2 years of customer service experience
• 2 years of supervisory experience managing 20+ team members in a corporate environment
• 2 years of experience training team members
• Knowledge of marketing policies, procedures, and departmental regulations
• Proficient in basic computer programs including email, Word, and Excel
• Familiarity with supervisory policies and procedures
• Experience in department-specific skills is a plus: tournaments, tournament closing, concert ticket distribution, bingo, event registration, and gift days
• Knowledge of scheduling practices and Schedule Ease software is a plus
• Flexible availability including holidays, nights, weekends, and overtime as needed
• Strong interpersonal skills with the ability to resolve conflicts diplomatically and tactfully
• Ability to understand and respond to guest inquiries, concerns, and feedback with courtesy and accuracy
• Must be able to document incidents, complete reports, and follow written instructions precisely
• Proficiency in communicating policies, procedures, and expectations to team members

Reasoning Abilities

• Ability to apply common sense and sound judgment to carry out written, oral, or diagrammed instructions
• Strong problem-solving skills in standardized situations involving multiple variables
• Able to make quick decisions under pressure while maintaining guest satisfaction and safety
• Able to assess situations and respond appropriately to guest needs, operational challenges, or unexpected events
• Demonstrates logical thinking and adaptability in a fast-paced, high-volume environment
• Must be able to prioritize tasks and manage time effectively during peak business hours
• Interpret and follow company policies, procedures, and regulatory guidelines
• Maintains professionalism and discretion when handling sensitive or confidential information

Physical Demands

• Regularly required to stand for extended periods and use hands to handle tools, equipment, and objects
• Frequently required to reach with arms, speak clearly, and actively listen in a fast-paced environment
• Visual acuity required, including close vision, color differentiation, and peripheral awareness
• Ability to lift and move: up to 10 lbs regularly, up to 20 lbs frequently, up to 50 lbs occasionally (with assistance or equipment as needed)
• Must be able to push, pull, bend, twist, stoop, crouch, kneel, and maintain balance in various work environments, including confined or crowded spaces
• May be required to navigate stairs, ramps, and uneven surfaces
• Must be able to perform physical tasks safely and efficiently in a dynamic and guest-facing setting

Work Environment

• May be exposed to secondhand tobacco smoke
• Fast-paced, high-energy atmosphere requiring excellent multitasking and communication skills
• Frequent interaction with guests and team members in a dynamic customer service setting
• May involve standing, walking, or moving for extended periods during shifts
• Exposure to varying noise levels, lighting, and temperature conditions
• Flexibility required to work nights, weekends, holidays, and overtime based on business needs
• Compliance with uniform and grooming standards is required
• Must adhere to all company policies, procedures, and regulatory guidelines
• Reasonable accommodations will be made for individuals with disabilities in accordance with applicable laws