Dignity Health Sports Park, Guest Service Lead- Part-Time - Dignity Health Sports Park

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!

Position Summary:

The Guest Services Lead is responsible for providing support, direction, and assistance to the Part-Time Guest Services Representatives at Dignity Health Sports Park. Additionally, the incumbent will promote a positive guest and employee experience by ensuring all workstations and work tools (i.e.. scanners, and radios) are running at the optimum performance level. The Guest Services Lead will act as an initial point of escalation on issues or concerns raised by guest, when necessary, while raising elevated concerns to the Sr Manager.

Essential Functions:

• Oversee the work of Guest Services Representatives assigned to team. Ensure team members are working their assigned areas and taking required breaks according to California Labor Laws. Assist with departmental scheduling when necessary.
• Answer all incoming inquires and obtain appropriate information to direct guest and Guest services representatives to the correct location. Resolve any guest-related ticket issues and act as the first point of contact for any escalated guest-related issues.
• Greet all incoming members and guests. Ensure all venue entry procedures, and practices are followed, and guests' tickets are property scanned. Effectively communicate Guest Service Representative issues to Management, including team member tardiness, no calls, no shows, and guest complaints.
• Effectively manage time to ensure event-related tasks are completed before event start time and before the conclusion of each shift. Event-related tasks include ensuring all work stations and work tools (i.e., scanners and radios) are running correctly, complete event recap reports summarizing team member, venue, and guest comments, report findings to Management.
• Accommodate guests with disabilities in compliance with the Americans with Disabilities Act

Required Qualifications:

• High School Diploma or its equivalency
• 2-4 years Related work experience
• 6-12 months’ experience in customer service function
• Excellent customer service and interpersonal skills with strong attention to detail
• Strong oral and written communication skill
• Exceptional organizational skills with the ability to prioritize tasks
• Demonstrated leadership ability
• Ability to work event nights, weekends, and holidays
• Ability to work outdoors and stand for extended time periods

Pay Scale: $20.50

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.