Fan Lead; PT

At Spurs Sports & Entertainment (SS&E), we treat everyone like family – that is our standard. As a member of our team, you will help us redefine the limits of the fan experience by creating lasting, positive memories for every guest at every venue.

• Conduct pre-event Fan Experience Lead and all staff briefings to inform staff of all pertinent event information. Participate in pre-event briefings with department manager on duty.
• Ensure all key areas of venues are appropriately staffed before events begin.
• Respond to escalated guest issues and determine appropriate actions to resolve problems and/or issues in a timely, positive, and amiable manner.
• Oversee and provide direct leadership to all Fan Experience Leads and Fan Experience Representatives during events.
• Assist with the training and development of Fan Experience Leads and Fan Experience Representatives.
• Communicate with department manager on duty of all staff issues that arise during events.
• Summarize the event with the department manager on duty at the end of every event.
• Communicate with the department manager on duty about any employee check-in deficiencies and event equipment (Ticket Scanners/Pedestals, Radios, etc.)
• Be prepared to take an active Fan Experience Lead role for events.
• Communicate all emergencies and important information to command with a radio during events. (Wet spills, Broken chairs, Medic Requests, Security Requests, Tech Requests, etc.)
• Ensure a safe and secure environment for all guests by understanding and using established processes and rules.
• Provide on-the-spot coaching, constructive feedback and support to address skill gaps to Fan Experience Leads and Fan Experience Representatives.
• Support crowd flow and management to ensure guest safety.
• Support ADA guest requests and needs and other accessibility related service requests with urgency and empathy.
• Act as the primary point of contact for Fan Experience Leads during all events for real-time troubleshooting, escalation, and communication with leadership.
• Any other duties assigned by Fan Experience Management

• A minimum of two (2) years’ supervisory experience in a customer service role.
• Must have a flexible schedule availability and the ability to work long hours, including overnights, evenings, weekends and holidays as needed.
• Must be able to read and write in English. (Bilingual preferred)
• Must be 18 years of age or older at time of hire.
• Must have reliable transportation for reporting to work.
• Must have excellent communication and interpersonal skills.
• Must be available for a minimum of 70% of scheduled events monthly.
• Proven experience managing and motivating teams of 20+ staff members, including supervisory-level team members.
• Consistently adept at maintaining a positive, open, approachable and professional relationship with a diverse group of people.
• Consistently comfortable with managing conflicts and responding to customer problems with a sense of urgency.
• Experience motivating and encouraging exceptional performance.
• Ability to hold team accountable for outcomes and monitor performance.
• Demonstrated experience in coaching, mentoring, and developing staff to perform at high levels.
• Understanding of venue flow, crowd management, and guest service standards within a high-capacity arena or similar environment.
• Familiarity with using radios/communication systems and reporting protocols to coordinate staff and emergency responses.
• Comfortable working in a fast-paced environment while managing multiple priorities.

• Consistently be able to work indoors and outside in inclement weather and extreme temperatures.
• Frequently be comfortable with heights while working on high floors.
• Occasionally be able to push and pull up to 25 lbs.
• Occasionally be able to lift up to 25lbs.
• Consistently be able to stand and move throughout venues throughout the duration of the shift.
• Occasionally bend and kneel.
• Consistently be able to traverse stairs.
• Consistently be able to maneuver restricted spaces such as elevators and reduced entrances/exits

In every position, each employee is expected to: demonstrate alignment with SS&E’s core values and mission, collaborate with internal/external community members and demonstrate ongoing development.

SS&E is an Equal Opportunity Employer

Nothing contained in this job description is intended to be a contract of employment, nor does any information contained here represent a guarantee of employment for a specific duration. Your employment with SS&E is “at will", which means that either you or SS&E may terminate the relationship at any time. Essential functions listed above must be performed with or without accommodations.