Guest Experiences Lead

About the Position

We are looking for a proactive and energetic individual to assist with leading the guest experiences team and operations during Chase Center events. In this role, you will oversee the event day operation of the Guest Experiences team as well as support and lead guest and Team Member experiences. This position reports to the Director, Guest Experiences Operations.

This is an excellent opportunity to share your expertise while learning more about this growing sports and entertainment organization that values your initiative and dedication!

This is a part-time position based in San Francisco, CA.

Key Responsibilities

• Actively oversee, coach, and manage part-time Supervisors and Team Members and ensure they are meeting and upholding Guest Experience standards, including performance, uniform/appearance, attendance, attitude/demeanor, etc.
• Lead a team of Guest Experiences Supervisors and Team Members and maintain a visible presence and constant communication with Team Members and guests throughout the event
• Act as extension of Guest Experiences Leadership Team when serving as event Manager on Duty at small and private events
• Respond to incidents and situations throughout the arena and communicate necessary information to arena leadership in appropriate timeframe
• Provide a warm welcome and facilitate all Team Member and guest-related matters in a professional and courteous manner
• Create an inclusive space with Chase Center, Golden State, and third-party vendor Team Members to resolve issues
• Other duties as assigned

Required Experience and Skills

• Minimum 2 years of large-scale events and people leadership experience
• Strong leadership and commitment to producing world class experiences
• Strong verbal and written communication skills with the ability to listen to diverse populations
• Ability to remain professional and courteous in a high-pressure and dynamic
  environment, including during emergencies
• Understand how to manage information and balance employee confidentiality with business needs
• Retain an extensive knowledge of the organization and venue (or other facility as
  needed), event and Premium Club/Suites operations, seating sections, key venue personnel identity, policies, and emergency activity procedures
• Ability to read and scan tickets and ensure authenticity
• Ability to work evenings, weekends, and holidays
• Reliable form of transportation

Physical Demands

• Ability to lift/carry/push/pull up to 30 lbs
• Must be able to work indoors and outdoors in a variety of weather, visibility, and volume conditions
• Ability to stand for prolonged periods of time and may include walking long distances, climbing stairs or operation of an elevator

Time Commitment

• Ability to work 90% of all scheduled events including games, concerts, and private events
• Typical game night shifts are 4:00 pm - 11:00 pm
• Typical concert shifts are approximately 5+ hours in length
• Work schedules will vary from week to week along with scheduled events. Part-time Team Members will not be scheduled for every event as scheduling is based on the needs of the department

Compensation

• $27.00 per hour