Guest Experience Supervisor

Waukesha, WI, USA|Onsite

Job Overview

Employment Type

Part-time

Hourly

Compensation

Hourly

Exact $20.00

Work Schedule

Flexible

Weekend Shifts

Benefits

Mental Health Resources

On-the-job training

Milwaukee Bucks and NBA League discounts

Employer Paid Parking

Job Description

The Milwaukee Bucks are a premier sports and entertainment organization dedicated to being the best in the world. Based in Milwaukee, this passionate and innovative company is known for its commitment to excellence on and off the court. The Bucks strive to create a vibrant and inclusive atmosphere for fans and employees alike, constantly pushing for innovation and continuous improvement in all aspects of their operations. As a leader in the sports and entertainment industry, the Milwaukee Bucks also prioritize fostering a culture where team members are inspired, empowered, and equipped to perform at the highest level. This commitment extends... Show More

Job Requirements

Must be at least 18 years old
Previous supervisor experience preferred
Hospitality experience desired
Excellent customer service, leadership, and verbal and written communication skills
Ability to remain calm and focused in a fast-paced, high-attendance environment with diverse guest demographics
Ability to exercise sound, objective judgment to diffuse volatile and confrontational situations
Strong ability to collaborate with co-workers and managers in a team environment
Ability to memorize the layout of the Fiserv Forum and Deer District (seating sections, restroom and concession stand locations, attractions, etc.) in order to best assist guests
Basic knowledge of Americans with Disabilities Act (ADA) protocol and policies preferred
Flexible schedule (variety of shifts) to include weekends, evenings, some holidays and some overtime is required
Must meet monthly schedule availability
Ability to stand for an entire shift (reasonable accommodations will be made in accordance with the Americans with Disabilities Act)
Ability to walk throughout venue, up and down stairs, and on uneven surfaces (ramps). Reasonable accommodations will be made in accordance with the Americans with Disabilities Act
Ability to bend, work in high elevations (all levels of the arena) and enclosed spaces (including elevators)
Must be comfortable in large crowds. Noise levels in the work environment are frequently loud
Must be able to work both indoors and outdoors
may be exposed to all weather conditions, including extreme heat and cold

Job Qualifications

Must be at least 18 years old
Previous supervisor experience preferred
Hospitality experience desired
Excellent customer service, leadership, and verbal and written communication skills
Ability to remain calm and focused in a fast-paced, high-attendance environment with diverse guest demographics
Ability to exercise sound, objective judgment to diffuse volatile and confrontational situations
Strong ability to collaborate with co-workers and managers in a team environment
Ability to memorize the layout of the Fiserv Forum and Deer District (seating sections, restroom and concession stand locations, attractions, etc.) in order to best assist guests
Basic knowledge of Americans with Disabilities Act (ADA) protocol and policies preferred
Flexible schedule (variety of shifts) to include weekends, evenings, some holidays and some overtime is required
Must meet monthly schedule availability
Ability to stand for an entire shift (reasonable accommodations will be made in accordance with the Americans with Disabilities Act)
Ability to walk throughout venue, up and down stairs, and on uneven surfaces (ramps). Reasonable accommodations will be made in accordance with the Americans with Disabilities Act
Ability to bend, work in high elevations (all levels of the arena) and enclosed spaces (including elevators)
Must be comfortable in large crowds. Noise levels in the work environment are frequently loud
Must be able to work both indoors and outdoors
may be exposed to all weather conditions, including extreme heat and cold

Job Duties

Lead by example and supervise a team of Guest Experience team members in a fast-paced, high-profile environment while maintaining high energy and a positive attitude
Assign Guest Experience team members to scheduled posts and duties in a manner that will best use team members’ strengths and skills
Coordinate required break times for all assigned staff
Conduct important pre-shift team meetings to provide team members with essential event information and answer any questions and concerns
Address and resolve guest concerns, questions, and feedback in a timely and efficient manner with an upbeat, professional attitude and demeanor
Ensure all Guest Experience team members are effectively performing assigned tasks and duties, while meeting expectations and guidelines set forth by the Milwaukee Bucks and Fiserv Forum management
Complete detailed written reports at the conclusion of all games, concerts and events to provide a recap of the event, outline staff performance, explain incidents or problems, and offer suggestions to the management team on ways to improve the guest experience
Oversee the performance of Guest Experience team members, provide one-on-one coaching, and carry out disciplinary action alongside the management team when necessary
Acknowledge and reward team members who exceed performance expectations and exemplify company objectives and goals
Provide leadership in an emergency situation or evacuation by following security protocol and directing staff and guests to a designated safe location in a timely manner
Maintain a clean, safe and aesthetically pleasing environment within the supervisory area
Respond quickly and discreetly to medical situations and provide detailed written incident reports to the management team
Work closely with the management team to create an exceptional experience for all guests, and an enjoyable, rewarding work environment for team members

Job Qualifications

Experience

Mid Level (3-7 years)

Job Location

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