At Spurs Sports & Entertainment (SS&E), we work in service of something bigger than ourselves, it’s so much more than the game or concert itself. It takes all members of our Spurs Family to harness the power of sports and entertainment to build moments that endure, memories that excite, and connections that strengthen our community.
We are looking for Guest Services Lead to join our family!
This position is responsible for providing direct leadership to our Guest Services staff, assuring all guests are treated like family and that memorable moments are created before, during and after their visit. The eligible candidate will model Spurs Sports & Entertainment values (Integrity, Success & Caring) and inspire Part-Time Guest Services Representatives to do the same.
Does this sound like a fit? If so, we want to hear from you!
In every position, each employee is expected to: Demonstrate Alignment with SS&E’s Core Values and Mission, Collaborate with Internal/External Family Members and Demonstrate Ongoing Development.
Responsibilities
Arrives early on weekend event days to answer pre-event phone calls and e-mails
Ensures Guest Services locations are always event-ready by keeping cameras and radios charged, stocking promotional items and supplies, updating calendars and phone lists and organizing nightly resources.
Demonstrates creativity, persistence, “Arena Awareness” and knowledge related to the specific event to accurately and efficiently find the best possible options for our guests.
Proactively encourages internal and external feedback to improve the guest and employee experience, while modeling our values and service standards and coaches teammates to do the same.
Provides support to the Experience Innovation Manager, Experience Innovation Associate Manager and Service Innovation Coordinators by driving service initiatives and assisting with event coordination needs
Ensures event paperwork is accurately completed and correctly organized before scanning and filing. Also ensures Guest Services locations are properly closed and well maintained before releasing the staff at the end of each event night.
Other duties as assigned.
Qualifications
Must exhibit strong leadership skills with a focus on providing superior customer experience
Must have excellent digital literacy, and verbal and written communication skills
Must be meticulous and highly organized with an ability to simultaneously handle multiple tasks and adapt to change
Ability to work long and flexible hours up to 28 hours, including evenings, weekends, and holidays
Ability to lift a minimum of 20 pounds, walk long distances, traverse stairs quickly, push wheelchairs with guests seated in them, and remain on their feet for an extended period of time
