Guest Service Supervisor - Concessions - Raymond James Stadium

Guest Service Supervisor

Leads and elevates the event-day guest experience by managing staff check-in, resolving guest concerns, providing real-time coaching, conducting service audits, and ensuring policy compliance. This role ensures team members are fully prepared and consistently deliver outstanding service throughout the venue.

Primary Responsibilities

Event-Day Staff Check-In Assistance

• Ensure all meal vouchers, clipboards, placement details, lanterns, menus, and any bar necessities are prepared for check-in. This includes setting up the check-in area.
• Upholds uniform guidelines, alcohol compliance, and food safety laws before they clock in for their shift. This includes:
  • Prescreening uniforms/checking for any items that should not be entering the
  • Communicating our venue policies and procedures while correcting any
  • Assisting staff with uniform exchanges or
    • Having an absolute understanding of the difference between the types of uniform in our inventory and how to loan them out.
  • Guiding TEMP workers / new hires to their

Supervision of Point-of-Sale (POS) Operations

• Train and support cashiers (NPO Groups) on Clover Sport POS operations, including logging in/out, conducting transactions, processing refunds, troubleshooting issues, redeeming Krewe Card stored value, and applying discounts.
• Conduct pre-shift meetings with cashiers to review POS functionality, distribute login information, and test understanding of transaction processes, including the use of Krewe Cards and discounts.
• Resolve guest conflicts by utilizing authorized guest recovery methods and addressing any service concerns.
• Ensure POS equipment is fully functional, and cashier areas are clean, organized, and
• Monitor line speeds, cashier performance, and overall guest interaction to ensure friendly and efficient service.
• Ensure customer survey cards are available and inform cashiers of the survey program to gather guest feedback.
• Perform periodic check-ins with staff to address questions, provide additional training, or offer
• Manage guest service issues related to in-seat orders, including:
  • Coordinating delivery with NPO
  • Monitoring in-seat runners on the
  • Meeting guests at the concierge desk to issue
  • Following up with staff on missing or delayed

Guest Service Best Practices Implementation

• Complete guests service audits and provide immediate feedback to leadership
• Review guest survey results regularly and communicate any action plans for improvements to the team.
• Track progress on guest service metrics, offering training, coaching, or feedback as needed to maintain or improve service quality.
• Knowledgeable on stadium operation, venue layout and all guest

Qualifications

• 2+ years supervisory experience in food & beverage or concessions operations
• Strong communication and problem-solving
• Ability to train and support a team in a fast-paced
• Proficient in POS systems and
• Customer service background highly
• Skilled in managing guest conflicts and ensuring positive guest
• Committed to improving customer service and team performance through coaching and

Mental & Physical Demands

• Regularly required to stand, walk, lift, carry, reach, squat, push and pull; all up to
• Must be able to stand and walk for up to 12 hours during a single shift while navigating ramps, stairs, elevators and guests.
• Outdoor venues are indicative of heat and humidity based on weather Work environment may be within extreme temperatures.
• Ability to learn new tasks, remember processes, maintain focus and complete tasks
• Make timely decisions in the context of workflow and operation
• Ability to communicate and lead teams to complete tasks in situations where timing is essential. Comfort speaking in front of a group and providing clear direction.

Legends & ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.