Guest Services Supervisor - Loew's Jersey Theatre

Originally opened in 1929 as one of five famed "Wonder Theatres," Loew’s Jersey Theatre is a landmark live entertainment venue in Jersey City’s Journal Square, celebrated for its grand scale, opulent detail and immersive experiences. After more than 40 years of limited use, the theatre has undergone a restoration to preserve its original character while transforming it into a versatile 21st-century venue.

The historic revitalization is a collaboration between the Jersey City Redevelopment Agency (JCRA), the State of New Jersey/NJEDA and Harris Blitzer Sports & Entertainment (HBSE). Its unique standing-room-only floor and flexible seating allow the theatre to accommodate 2,600-4,000 guests, hosting a wide range of live entertainment.

Join the team that brings Loew’s Jersey Theatre to life! The Guest Services Supervisor provides leadership and direction to our Guest Services Team, ensuring the delivery of exemplary, world-class customer service to all guests at every event. This role supports event operations by supervising frontline staff, resolving escalated guest concerns, upholding venue policies, and ensuring a safe, welcoming environment for every guest.

• Team Leadership – conduct pre- and post-shift briefings, communicate event-specific details, and assign Guest Services staff (Greeters, Ticket Takers, Ushers, Access Control, Giveaway Staff) to posts
• Performance Oversight – monitor staff performance, appearance, guest interaction quality, and adherence to service standards; provide coaching, feedback, and on-the-spot corrective action when necessary
• Scheduling & Coverage – coordinate and track staff break times to ensure adequate coverage across all guest areas throughout the event
• Escalation Point – serve as the first point of escalation for staff questions or operational challenges, and respond promptly to escalated guest concerns or incidents using sound judgment and de-escalation techniques
• Access Control Oversight – oversee access control operations, ensuring wrist-banding, scanning, and guest screening are performed correctly, and that only valid tickets or credentials are permitted into specific areas of the building
• Guest Support – support ADA requests, including escort coordination and complex seating or access needs, while ensuring all guests adhere to venue policies
• Fill In / Breakers – step into any Guest Services position as needed during any point of the event to ensure smooth, uninterrupted coverage

• Provide World-Class service to all guests, vendors, and employees at all times, and lead the Guest Services team by example
• Anticipate and respond professionally to guests’ needs, concerns and questions, and coach staff to do the same
• Check assigned areas pre and post event; proactively report and address needs prior to doors opening and follow up to ensure issues are resolved
• Learn all theatre policies, procedures, locations, and event specific information, and ensure the team is briefed accordingly
• Recognize/check all ticket types and provide guests with friendly, accurate directions
• Monitor assigned sections and surrounding areas to identify issues, report and notify appropriate personnel, and ensure compliance with theatre policies, cleanliness, and safety
• Maintain accurate records of ticketing activities, attendance figures, and any incidents or issues encountered during events
• Adhere to all Company policies and procedures, including uniform and appearance guidelines, and hold the team to the same standard
• Communicate effectively, both in writing and verbally, with staff, guests, and management
• Work well with others, assist teammates, and perform and complete a…