Sr. Guest Services Supervisor (Crypto.com Arena) - Crypto.com Arena

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!

About Crypto.com Arena 
Crypto.com Arena has undoubtedly developed an unrivaled reputation for excellence having established itself as one of the world’s busiest and most successful venues in the world. As the home of four professional sports franchises – the NBA’s Los Angeles Lakers and LA Clippers, the NHL’s LA Kings and the WNBA’s Los Angeles Sparks – Crypto.com Arena has proven to be a home court advantage for the local teams. The AEG owned and operated arena continues to distinguish itself as the host of major, high-profile events of national and international distinction including the 2004, 2011 & 2018 NBA All-Star Games, 2002 & 2017 NHL All-Star Game, 2000 Democratic National Convention, 2009 World Figure Skating Championships and 20 GRAMMY Awards shows. Crypto.com Arena twenty-three years have also been marked with performances and special events that brought international stature to the downtown Los Angeles venue including concerts Taylor Swift, Drake, Beyoncé, Prince, U2, Paul McCartney, Garth Brooks, Usher, Jay-Z, Keith Urban, Roger Waters, Britney Spears, Katy Perry, Ed Sheeran, Kendrick Lamar, Michael Bublé, Carrie Underwood and Justin Timberlake, as well as world championship boxing, family shows and special events. Hosting over 250 events a year, the arena’s reputation for world-class amenities, features and commitment to quality of service and the guest experience is second to none. These include comfortable seating, state-of-the-art sound and lighting systems, concession stands offering a variety of food and beverages, and merchandise stores where fans can purchase team-related memorabilia. Crypto.com Arena is not only a great venue for sports and entertainment, but it also holds a special place in the hearts of the local community. It has witnessed numerous historic moments, unforgettable performances, and has become an iconic landmark in the city of Los Angeles.

Job Summary:

The Senior Guest Services Supervisor will be responsible for administrative duties, taking a lead role in all guest and Team Member interaction/correspondence, and providing the Guest Services Management team with support before, during and after events. This position is expected to establish and maintain good working relationships with building personnel, guests, visitors, and vendors.

Essential Functions:

Event Support

• Prepare Supervisor Event Packets.
• Create Event Staff Listing and communicate staffing changes.
• Place appropriate inventory throughout venue to meet event needs.
• Monitor venue communication via radio and telephone, and remain physically within the Guest Services Center to ensure a high level of service quality is being offered to our guests.
• Effectively communicate all escalated issues to Guest Services Management.
• Ensure venue compliance of the Americans with Disabilities Act.
• Oversee Inventory/Wardrobe Management via ABI Mastermind Program.
• Appropriately document all major/minor incidents utilizing ISS and other incident management systems.
• Generate Drop Counts during events as indicated by event specific timelines, including end of event Drop Count Report.

Administrative Assistance

• Work as Crypto.com Arena Receptionist, as needed.
• Answer guest telephone calls/emails/feedback forms and address escalated inquiries/concerns.
• Organize Lost & Found items and respond to Lost & Found inquiries.

Staff Supervision 

• Act as a liaison between Team Members and Supervisors by effectively communicating any issues or concerns through the proper channels.
• Act as a level Supervisor when needed and perform all tasks of a Supervisor I/II.
• Complete Worker’s Compensation Incident Reports and submit to Guest Services and Human Resources Management.
• Provide leadership, guidance, and appropriate coaching to Team Members and Supervisors on performance, both positive and corrective, using the “Situation, Impact, and Alternative” guidelines.

Hiring and Training

• Serve as mentors in the hiring, training, and development of new Team Members and Supervisors by providing leadership and guidance.
• Provide logistical support to Guest Services Management during the hiring and training process.
• Be a Champion trainer for the ENCORE|LA program.

Special Projects

• Assist Guest Services Coordinator with maintaining department areas and equipment inventory.
• Assist Team Member Coordinator with general scheduling and tasks as assigned.
• Assist Guest Services Management team with special projects/tasks as assigned.

Required Qualifications:

• High School diploma or its equivalency (BA/BS Degree Preferred).
• 2-4 years of related work experience (experience in reception and office environment preferred).
• Must be a current part-time Supervisor in good standing, having served at least 1 year with the Guest Services Department.
• Proficient computer skills, including Microsoft Office applications (Outlook, Word, and Excel).
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Demonstrated ability to multi-task, work under pressure and handle a variety of day-to-day tasks.
• Demonstrated ability to work well with fellow staff members.
• Has the skills to train and motivate staff and co-workers.
• Strong teamwork etiquette and relationship-building skills.
• Able and willing to adapt to changes in assignment.
• Able to maintain guest, Team Member and company confidentiality.
• Able to move about as needed throughout a shift, stand or remain in a stationary position (e.g., when assigned to a station or post) for multiple hours (4-6 hours per shift), and lift or move/position items weighing 30 lbs.
• Strong and trusted decision making and time management skills.
• Ability to work long irregular hours for extended periods of time as dictated by events and schedule, including nights, weekends, and holidays.
• Strong attendance record preferred.
• Ability to create a plan from start to finish with minimal supervision preferred.
• Demonstrated record of successful guest resolutions and a high level of guest service preferred.

Preferred Qualifications:

• Bilingual (Spanish) a plus
• Previous experience working in a similar facility environment

Pay Scale: $26.46

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)