Guest Services Supervisor

2 weeks ago

St Catharines, Canada Meridian Centre Full time

_**Position Summary**_
As a front-line customer service member of the Box Office & Guest Services Department, the Guest Services Supervisor is responsible for training, coaching, and leading a team of 8-20 Guest Services/Entry Control Representatives in the assisting and directing of guests into and around the facility during events. Events can include hockey games, concerts, banquets, basketball games, etc.
- **Essential Duties and Responsibilities**_
Providing detailed instructions to the Guest Services/Entry Control Representatives while always conducting themselves in a manner that upholds health and safety regulations, ensuring events will run as safely and efficiently as possible.
- Supervise and work alongside all Representatives on shift, working in a collaborative manner to ensure superior customer service is provided to all guests at all times.
- Planning of Representatives’ assignments to ensure that customer service and safety goals are met or exceeded.
- Tracking all equipment issued to Representatives and ensuring all is returned at the end of the event.
- Ensuring that the Representatives conduct their pre-event checklist and that all issues are resolved promptly.
- Attending and/or conducting pre-shift Team Meetings, deploying Representatives to their assigned area(s).
- Taking action to ensure that all assigned work areas are safe, clean, and tidy before, during and after an event.
- Continuously monitoring work area for potential safety issues to both guests and employees (i.e., trip hazards, unruly behavior, over-consumption of alcohol, etc.) and taking the appropriate action(s).
- Responding immediately and effectively to any guest issues. Resolving the issues to the best of their ability and involving the Box Office & Guest Services Coordinator where necessary to ensure customer satisfaction.
- In conjunction with direction from management and emergency personnel, the Supervisor will lead, direct, and advise Representatives and guests of appropriate action(s) during conditions of potential emergency.
- Will provide a written shift report at the end of each event detailing any issues or concerns that arose.
- Implementing Meridian Centre House Policies & Procedures in a professional, pro-active, and diplomatic manner.
- Responding immediately, effectively, and diplomatically to address any breaches to the Meridian Centre Alcohol Management Procedures (assisting Food & Beverage Team Members when and where required).
- Responding immediately and effectively to emergency situations, such as medical or security, etc., utilizing a thorough knowledge and understanding of Meridian Centre Emergency Procedures and Protocols.
- Other duties as assigned.
- **Knowledge, Skills and Experience**_
While any experience in an event setting or in customer service is considered an asset, the Guest Services Supervisor must possess at least one (1) year experience as a supervisor, a high school diploma (or equivalent), as well as the following:

- Basic computer skills, including an understanding of Microsoft Office Suite (Word, Excel, Outlook, etc.).
- An ability to lead and supervise a team, and delegate in a professional, respectful, and safe manner.
- Strong verbal and written communication and leadership skills.
- Ability to relate well to all levels of the organization, external agencies, clients, and premium ticket holders.
- A professional work ethic, as well as an overall professional appearance.
- Must have a flexible, adaptable, and positive attitude and work ethic.
- The ability to enforce building policies.
- Comfort with minor conflicts, an ability to resolve those conflicts quickly, efficiently, and in a calm manner, and an understanding of when to notify a supervisor should the situation require assistance.
- An ability to take and follow written and/or verbal direction.
- An ability to work well in a team environment, as well as independently with mínimal supervision.
- The ability to perform under pressure and execute responsibilities in a maximum crowd capacity during events.
- Excellent and highly respectful customer service skills and the ability to interact appropriately with the public, especially when encountering conflict situations.
- The ability to respond to emergency situations in a calm and effective manner, informing supervisors and management team of the situation immediately.
- The flexibility to work a varied schedule which will include days, evenings, and weekends.
- An understanding and a respect of general Health & Safety practices, as well as the Meridian Centre’s H&S Policy.
- **Working Conditions & Physical Demands**_
The physical demands described here are representative, not all-inclusive, of those that the Guest Services Supervisor will encounter as they successfully perform the essential functions of this job.
- The use of close vision is required for reviewing information on a PC monitor, as well as hard copy output.
- The use of hands is required to type for

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