GS Event Lead Dallas
Job description
We are seeking energetic and customer service oriented Event Leads to join our Guest Services team. The Event Leads will supervise Guest Services staff members within a designated area to ensure a successful arena event and overall department performance. Event Leads provide assistance to guests, Guest Services Managers, and other departments to ensure facility readiness, excellent customer service, and operational continuity. The Event Lead will rotate between Door, Usher, and Security duties and responsibilities. Event Lead Duties: Inspects areas of responsibility to ensure Guest Services is compliant with established facility standards Prepares and monitors departmental equipment and supplies throughout the events Answers customer questions correctly or gives appropriate alternatives for service recovery Determines appropriate responses to problems and emergencies Ensures proper procedures are implemented during evacuations by team members in designated area Conducts event staff briefings prior to each event to provide specific event related instructions Deploys and supervises team members in designated area Accurately completes necessary documentation for Incident Reports, Deployment Record, etc. Conducts mandatory uniform inspections Assists with training and evaluation of new employees Encourages all staff to be guest friendly and always projecting a positive and upbeat attitude Enforces arena and league policies and procedures throughout the facility Ensures that each employee under his/her supervision follows the prescribed policies and procedures Coaches and counsels team members and completes documentation of counseling paperwork when required Remains fully versed with policy changes and passes the information along to team members Ensures that all employees under his/her supervision meet all policies and procedures and, if not, report all violations as well as exceptional job performances to management Inspects areas prior to event to ensure areas are safe and ready to accommodate guests and clear venue of unauthorized personnel Coordinates coverage for team members during assigned break periods Identifies and monitors the behavior of unruly guests and diffuses potential problem situations Refers problem situations to Guest Services Event Supervisor and/or Management when necessary Serves as a liaison between box office and guests with ticket problems Security Lead Responsibilities: Ensures the proper deployment and supervision of the Security staff in front of house or back of house positions Usher Lead Responsibilities: Ensures the proper deployment and supervision of the Ushering staff on designated floors Door Lead Responsibilities: Ensures the proper deployment and supervision of the Ticket Taker and Security staff at entry points Insures the entry process as it pertains to the verification of valid tickets and/or credentials Provides an accurate attendance count to management as needed Completes a drop-count form and submits the report in an accurate and timely manner Inspects equipment and entry points prior to each event to ensure proper operations for public access and egress Follows instructions regarding ticket stubbing, scanning or special circumstances as provided by management and provides instructions to Ticket Takers Conducts trouble-shooting for ticket scanner functioning Supervises security screening processes such as bag checks and metal detection for all guests, patrons, and employees when assigned Guest Services Team Member Responsibilities: Embodies the company core values of Integrity, Passion, Teamwork and Excellence Provides guests, clients, and team members with the best experience possible while providing excellent customer service and enforcing building policies. Is customer-service oriented, with a fan-friendly attitude, and always gives a memorable experience Follows prescribed protocols for the safe egress of guests during all emergency evacuation situations Provides guests with accurate event and arena information Receives and acts on complaints from patrons utilizing training, service recovery options, and established procedures Deals with guest problems and complaints up to the level where intervention by a supervisor is required Monitors guest behavior and takes steps to ensure that each guest enjoys the event without disruption from others Follows instructions from Supervisors and Management with a positive and cooperative attitude Follows policies and procedures as set forth by the Guest Services Department Enforces health and safety building protocols and polices Enforces TABC policies and procedures Ensures that prohibited items are handled properly Collects lost and found items and turns them in according to Guest Services procedures Attends and participates in pre-event briefings Distributes programs and promotional materials to patrons Follows re-deployment orders when called upon to work in other areas without notice Ensures their own availability and scheduling on the online electronic scheduling system Demonstrates on time attendance and works scheduled events Must present neat and professional appearance Education / Qualifications: High School Diploma or General Education Degree (GED) Minimum of six months supervisory/management or related experience and/or training or equivalent combination of education and experience Minimum of 3 months prior security experience preferred Level Two Non-Commissioned Security License is required by State of Texas/ preferred at time of hire Non licensed applicants must apply for a TX DPS license within 14 days from date of hire All applicants are required to submit to state-required fingerprinting and criminal background check Must be at least 18 years old Physical Demands & Work Environment: Requires extensive mobility to walk and to stand for up to 6 hours without a set break Requires extensive mobility to walk up and down aisles and stairs for up to 6 hours per event and to move quickly between floors Requires the ability to use hands and fingers to handle/ feel tickets, write reports, and prepare equipment for distribution Requires the ability to walk, talk, and hear Requires the ability to lift and/or move up to 10-20 pounds There are no set breaks; breaks are discretionary Noise level in work areas is usually moderate, however, during events; the noise level may be loud Employees must be able to work evenings, weekends and holidays as required Requires direct interface with guests, employees, and other visitors
