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

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!

Crypto.com Arena has 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 three professional sports franchises - the NBA's Los Angeles Lakers, 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 Games, 2000 Democratic National Convention, 2009 World Figure Skating Championships and 21 GRAMMY Awards shows.

For a quarter of a century, Crypto.com Arena has been marked with performances and special events that brought international stature to the downtown Los Angeles venue including concerts headlined by Taylor Swift, Drake, Beyonce, Prince, U2, Paul McCartney, Garth Brooks, Usher, Jay-Z, Keith Urban, Roger Waters, Britney Spears, Katy Perry, Ed Sheeran, Kendrick Lamar, Michael Buble, Carrie Underwood and Justin Timberlake, as well as world championship boxing, family shows and other live events.

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. The arena has witnessed many historic moments, unforgettable performances, and become an iconic landmark in the region for the most popular and important events.

Job Summary:

The Guest Services Senior Supervisor(s) will be responsible for administrative duties, will take a lead role in all guest and Team Member interaction/correspondence, and will provide the Guest Services Management team with support before, during and after events.

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:

• A minimum education level of: High School Diploma or its equivalency.
• A minimum of 1-2 years of related work experience.
• Must be a current part-time Guest Services Supervisor II, in good standing, having served at least 2 years 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
• Ability to multi-task effectively and perform under pressure with moderate supervision while handling a variety of day-to-day tasks
• Ability to train and motivate staff and co-workers
• Ability to establish and maintain good working relationships with building personnel, guests, visitors, clients, and vendors
• Ability to adapt to changes in assignment
• Ability to maintain guest, Team Member, and company confidentiality
• Ability to walk/climb/stand for multiple hours (4-6 hours per shift) and lift/push/pull 30 lbs with reasonable accommodations.
• Strong and trusted decision making and time management skills
• Ability to work long irregular hours for an extended period of time as dictated by events and schedule, including nights, weekends, and holidays

Preferred Qualifications:

• Bilingual (Spanish) a plus, but not required
• Experience in reception and office environment

Pay Scale: $27.78

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)