Coordinator, Guest Services -Peacock Theater *INTERNAL* - Peacock Theater

For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.

Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.

If you want to be challenged to up your game and make a difference, then join us in giving the world reason to cheer!

Peacock Theater hosts over 120 music, family, dance and comedy acts, award shows, televised productions, conventions and product launches with over 500,000 guests passing through the doors annually. The 7,100-seat theater offers guests mid-sized intimacy, with no seat further from the stage than 220 feet. Peacock Theater offers 12,000 square feet of VIP & hospitality areas, 10 dressing rooms and state of the art technology making it is a favorite indoor venue for performers and fans alike. Since opening in October 2007 with six sold out shows featuring the Eagles and Dixie Chicks, Peacock Theater has hosted concerts starring the most popular artists including Alan Jackson, Katy Perry, Charlie Wilson, Juan Gabriel, Aretha Franklin, Ed Sheeran, John Fogerty, Gabriel Iglesias, Kanye West, Marc Anthony, Sesame Street Live, John Legend, The Avett Brothers, Neil Young, Steely Dan, Trey Songz, Kelly Clarkson, Rush, Yanni, Nicki Minaj, Juanes, Cat Stevens, The American Idol Finale shows, Michael Jackson’s This is It, Straight Outta Compton, The Hunger Games and Twilight Movie Premieres and many more. Peacock Theater is home to the Primetime Emmy Awards and BET Awards, and has previously hosted the American Music Awards, ESPYs, Nickelodeon Kid’s Choice Awards, People’s Choice Awards, Radio Disney Music Awards, the 2010, 2011 & 2015 MTV Video Music Awards, the 2014 & 2015 MTV Movie Awards and the 2013 & 2022 Rock N’ Roll Hall of Fame Induction Ceremonies.

Peacock Theater, a 7,100-seat live theatre, is centrally located within L.A. LIVE, a 4 million square foot / $3 billion downtown Los Angeles sports and entertainment district adjacent to Crypto.com Arena and the Los Angeles Convention Center also featuring a 2,300 capacity live music venue, a 54-story, 1001-room convention “headquarters” destination (featuring The Ritz-Carlton, Los Angeles and JW Marriott Los Angeles at L.A. LIVE hotels and 224 luxury condominiums – The Ritz-Carlton Residences at L.A. LIVE – all in a single tower) , the GRAMMY Museum, the 14-screen Regal Cinemas L.A. LIVE theatre, broadcast facilities for ESPN along with entertainment, residential, restaurant and office space, along with Peacock Place and the 20,000+ square feet of LED signage within the entertainment district. 

Job Summary:

The Guest Services Coordinator will provide the Guest Services Management team with administrative support, in addition to performing duties as outlined below. This position requires the employee to work a varied work schedule, including all Peacock Theater events such as concerts, special events, normal business hours and training sessions, in addition to occasional L.A. LIVE events.

Essential Duties:

Event Coordination:

• Ensure that all Peacock Theater events are fully staffed by managing the scheduling of all Guest Services Team Members needed for events.
• Create and maintain department staffing templates in ABI MasterMind, working closely with the Guest Services Manager on Duty to adjust staffing numbers based on event needs.
• Act as a liaison between Management, Supervisors and Team Members. Effectively communicate any issues or concerns through the proper channels.
• Perform “walk through” of the building prior to opening doors to the public and attend to Team Member and guest needs.
• Communicate/ coordinate/direct Team Members for pre-event and/or post-event activities.
• Assist Peacock Theater guests with information/problems/issues before, during and after events.

Administrative Assistance:

• Assist with answering Guest Services e-mails, phone inquiries and mail correspondence during normal business hours. Assist with lost and found inquiries.
• Maintain staff databases, forms and templates.
• Assist Management with paperwork for hiring, training and department meetings.
• Prevent/resolve Team Member related issues by working in conjunction with LA LIVE Campus - Human Resources.
• Track Team Member attendance/performance and generate appropriate discipline.
• Ensure Team Members are paid accurately by processing payroll daily and approving requests as needed.
• Manage all communication with Team Members and respond to all inquiries via phone, email, and Employee Self Service (ESS) in a timely manner, especially on event days.
• Order all meals for hiring training and department meetings.  
• Complete expense reports as needed.

Inventory Management:

• Maintain department office and event operational equipment: printers, time clocks, signage, scanners, stanchion, stocking the Break Room, Guest Services, Supervisors Office, and all other supplies required to operate the department.
• Work with vendors to coordinate repairs or ordering replacements.
• Keep inventory of supplies and place necessary orders.

Vending Machine Management:

• Assist the overview of all Team Member vending machines in the venue.
• Ensure necessities and snack vending machines are operational and fully stocked.
• Assist Team Members with inquiries, requests and refunds.

Special Projects:

• Assist Guest Services Management team with special projects/tasks as assigned (i.e. create the Guest Services Newsletter, deployments, dot maps, lead trainings).

Required Qualifications:

• A minimum education level of: High School Diploma or its equivalency.         
• A minimum of 2-4 years of related work experience.
• Experience working in a fast-paced environment, with ability to work under pressure, multi-task, recognize problems and find solutions.
• Demonstrated skills working well with fellow staff members and shows leadership.
• Able to work long irregular hours for an extended period of time as dictated by events and schedule, including nights, weekends and holidays.
• Demonstrates strong ways to meet guest expectations and ability to find creative ways to fulfill the guest experience.
• Strong organizational skills.
• Excellent communication skills.
• Able to stand or remain in a stationary position (e.g., when assigned to a certain station or post) for long periods of time and lift or move/position items weighing up to 30 lbs.
• Proficiency in Microsoft Office programs (Word, Excel, Outlook, and PowerPoint).
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Preferably, at least 1 year as a Supervisor II.

Pay Scale: $28.35

AEG reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship. AEG may require an employee to perform duties outside his/her normal description.

AEG is committed to developing a diverse workforce reflective of the marketplace and the communities in which we do business. We believe a diverse workforce is not merely an advantage; it is mandatory for any company to be successful in today's business climate.

Anschutz Entertainment Group is an equal opportunity employer and will not discriminate against any individual, employee, or application for employment on the basis of race, color, marital status, religion, age, sex, sexual orientation, national origin, handicap, or any other legally protected status recognized by federal, state or local law.

This Employer is subject to the Fair Chance Initiative for Hiring Ordinance (FCIHO) (LAMC 189.00)