GS Event Lead Part-Time

Join to apply for the GS Event Lead Part‑Time role at American Airlines Center

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.

• 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

• Ensures the proper deployment and supervision of the Security staff in front of house or back of house positions

• Ensures the proper deployment and supervision of the Ushering staff on designated floors

• 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

• 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…