Guest Services

Company Description

At Maple Leaf Sports & Entertainment Partnership (MLSE), we are committed to creating an inclusive workplace that is representative of our community and where all employees feel they belong and can reach their full potential. We are Canada’s preeminent leader in delivering top quality sport and entertainment experiences and one of North America’s leading providers of exceptional fan experiences. We are the parent company of the National Hockey League’s Toronto Maple Leafs, the National Basketball Association’s Toronto Raptors, Major League Soccer’s Toronto FC, the Canadian Football League’s Toronto Argonauts and development teams with the Toronto Marlies (American Hockey League), Raptors 905 (NBA G League), Toronto FC II (MLS NEXT Pro League) and Raptors Uprising Gaming Club, the Toronto Raptors Esports franchise in the NBA 2K League.

MLSE owns and/or operates all the venues our teams play and train in, including Scotiabank Arena, BMO Field, Coca-Cola Coliseum, Ford Performance Centre, BMO Training Ground, and OVO Athletic Centre. We also provide fans in Toronto with incredible live music and entertainment events, as well as exceptional culinary experiences through our restaurants (e11even and RS) and clubs (Hot Stove Club, ScotiaClub and Platinum Club). Through MLSE Foundation, we have invested more than $45 million into Ontario communities since 2009 and with MLSE LaunchPad, we provide a place where youth facing barriers use sport to recognize and reach their potential.

We achieve all of this through our Common Purpose - to unite and empower our employees to create extraordinary moments for our fans and each other. Come be a part of the team.

**Job Description**:
As a valuable member of the Guest Services - Engagement Team, you will be responsible for leadership, delivering championship customer service, and creating positive lasting impressions for all fans.

**Responsibilities**:

- Lead Engagement Representatives during all MLSE events
- Provide ongoing coaching/training/motivation to your team
- Work with other Engagement Team Leads to deploy representatives during each shift
- Conduct event briefings outlining important event components that will affect fans in attendance
- Warmly greet fans as they arrive, promote a friendly and positive atmosphere
- Provide professional, diplomatic, and proactive customer service to any fan to enter our venues
- Offer friendly and informed responses to any venue or fan related inquiry or concern
- Work quickly to resolve, report, and document for follow up, all fan and venue related incidents
- Communicated positively with co-workers and fans; collaborate with the wider Guest Services group to elevate experience whenever possible
- Work closely with Event Security, Guest Services, EMS or other event-based departments to assist fans with accommodations or requests
- Mange crowd control outside the venue, including the organization of lines and flow of traffic to alternative gates
- Facilitate and monitor in-seat visit requests to celebrate special occasions for fans
- Facilitate and monitor any special requests (i.e. proposals) for fans during events
- Solicit feedback from fans to continually improve the game day experience for all
- Assist with employee performance reviews and team training sessions
- Adhere to all MLSE service standards and policies
- Work in compliance with the provisions of the Occupational Health and Safety Act
- Other responsibilities as required

**Qualifications**:
- Previous employee coaching/supervisory experience, preferably in the field of customer service
- Positive and enthusiastic team player
- Self-motivated and energetic demeanor with the ability to move around the venue safely and swiftly
- Illustrate the dedication and passion to provide unimaginable fan experiences
- A genuine desire to listen and resolve all fan inquiries
- An ability to use creative problem-solving skills and confidence without being prompted
- Excellent interpersonal and communication skills
- Must be available to work evenings, starting at 4:00PM, weekends and holidays as the need arises
- Bilingualism an asset
- Valid Smart Serve Certification is required

Additional Information
- We thank all applicants for their interest, however, only those selected for an interview will be contacted._