Zone Leader Guest Experience

About the role

Hollywood Park, a near 300-acre sports and entertainment destination, is being developed by Los Angeles Rams Owner/Chairman E. Stanley Kroenke with the 70,000-seat SoFi Stadium as its centerpiece. Hollywood Park is the largest urban mixed-use mega development under construction in the Western United States. When complete, Hollywood Park will have up to 2,500 residences, a hotel, a retail district reaching up to 890,000 square feet, up to 5 million square feet of office space, and more than 25-acres of public parks and open space. Home to the Los Angeles Chargers and Super Bowl LVI Champion Los Angeles Rams, SoFi Stadium is the host of world-renowned sporting events, including Super Bowl LVI in 2022, College Football Playoff National Championship game 2023, WrestleMania 2023, World Cup 2026, and the Opening and Closing Ceremonies of the Olympics in 2028. Adjacent to the stadium and under the same roof canopy is a 2.5-acre open-air plaza, American Airlines Plaza, and the 6,000-seat YouTube Theater. YouTube Theater is an intimate venue, making it the perfect place for concerts, comedy, awards shows, esports competitions, community gatherings, conferences and more.

Responsibilities

• Leads and supports Guest Experience Team Lead(s) and their assigned teams of part-time team members as assigned by Guest Experience Management.
• Comply with all standards, expectations and policies of the Guest Experience department in order to ensure a safe, fair, and enjoyable workplace experience for all team members.
• Attend pre-event leadership briefings and communicate all event information and instructions clearly and concisively in a group setting during zone briefings.
• Conduct pre-event walk through of assigned area to ensure the venue and operation is set and ready to receive guests.
• Effectively monitor performance of the team that is assigned through engagement, motivation and building team work.
• Provide assistance with operational set up as instructed in the assigned area (Team Member Experience/GX Operations).
• Maintain confidentiality of all company’s operations.
• Communicate effectively (verbal and written) with management and other venue stakeholders.
• Reports to and assists guests with issues and service recovery efforts.
• Assist with Safety Services, State Police, and Medical (among other service partners) to approach area management and problem-solving collaboratively.
• Assist with on-the-job training, coaching, and development of team leaders and event staff (event day/peer training) regarding policies, procedures, customer service, and job-specific training.
• Effectively document and report incidents and feedback in post event reports after debrief has been complete.
• Ability to perform all duties of the Team Lead and Representative roles as needed.
• Respectfully perform job duties safely and efficiently without accepting monetary value.
• Required to attend monthly leadership meetings.

Qualifications

• A minimum 2 years’ experience in a prior lead role.
• A proven track record of commitment to Hospitality/Entertainment/Guest Services.
• Previous experience in leading a team of team members.
• Strong in verbal/written communication and interpersonal skills.
• Positive and energetic attitude.
• Ability to multitask in a fast-paced environment.
• Requires a flexible schedule; able to work nights, weekends, and holidays as required.
• Comfortable working in large crowds and loud environments.

Pay

$23 - $25 per hour