Guest Services Supervisor

Position Title: Guest Services Supervisor

Department: Guest Services

Reports to: Guest Services Manager

FLSA Status: Non-Exempt / Part-Time Hourly

Union Code: Non-Union

Minimum Pay Rate: $25.00/hour

Maximum Pay Rate: $25.00/hour

• Care
• Integrity
• Accountability
• Growth Mindset

• Genuine Passion for Service – Desire to exceed guest expectations and create memorable experiences.
• Strong Teamwork Abilities – Collaborate effectively and build relationships within the team.
• Effective Communication Skills – Listen attentively and convey information with clarity and warmth.
• Guest-Centric Approach – Anticipate guest needs and consistently exceed expectations.
• Proactive Problem-Solving – Identify and resolve issues creatively and efficiently.
• Meticulous Attention to Detail – Ensure every aspect of service delivery is executed to high standards.

• Provide direction to foster and maintain a pleasant, friendly, and professional demeanor with guests and staff.
• Maintain a fun, friendly, and safe environment in assigned sections.
• Deploy staff for assigned events and posts.
• Assign appropriate rest/meal breaks, tasks, and elevator shifts.
• Train staff in basic guest service skills.
• Actively monitor staff interactions with guests at all events to ensure high satisfaction.
• Provide leadership and guidance to staff.
• Serve as mentor/coach to all Guest Services employees.
• Administer performance reviews, counseling, and disciplinary documentation as needed to ensure compliance with company policies and Union contract.
• Escalate employee issues to Guest Services Managers.
• Work with department managers and Human Resources to resolve employee issues promptly.
• Assist with basic service tasks such as covering elevator shifts, providing wheelchair escorts, monitoring aisles, taking tickets, directing guests, and tending to all guest needs.
• Maintain positive working relationships with all departments (e.g., Security, Levy, Event Production) to meet guest needs.
• Ensure equipment is checked out, used correctly, and checked back in.
• Work with Security to confirm that all suites are empty of guests and lost items after each event.
• Establish standards to deliver excellent customer service skills and a positive attitude when interacting with guests, vendors, and employees.
• Complete all assigned tasks within guidelines and deadlines set by Guest Services Managers.
• Interact calmly with angry or emotional guests and employees.
• Follow all operating policies, procedures, and safety guidelines.

• Minimum 2 years related work experience; preferably 1 year in sports and entertainment.
• Minimum 2 years of team leadership experience.
• Reliable, punctual, and regular attendance with strong communication skills.
• Reliable transportation to and from Barclays Center (parking not provided).
• Ability to read, write, and understand English in a workplace setting.
• Friendly, outgoing personality.
• Proficiency with Microsoft Word, Excel, Outlook, and ABI.
• Maintain a neat, well‑groomed appearance; no visible tattoos or facial piercings.
• Availability to work at least five evening events per week, including Fridays, Saturdays, and Sundays; holidays may also be included.
• Maintain company confidentiality.
• Walking and standing 90% of the shift (4–6 hours per shift).
• Ability to lift 50 pounds or more and push/pull up to 200 pounds.
• May be scheduled for 2–4 hour shifts in a confined area as an elevator operator.
• May be scheduled until 12:00am or later.

• Ability to take direction well and work effectively with others.
• Exceptional guest and client service capabilities.
• Able to work well with different personalities in a fast‑paced environment.
• Ability to handle highly sensitive and confidential information.
• Exceptional interpersonal and telephone skills.
• Able to work evenings and weekends.
• Perform a variety of duties, often changing tasks, without loss of efficiency or composure.
• Ability to memorize, recollect, and quickly retrieve relevant information.

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