Join the Team.

Who are we hiring?

The Guest Services Supervisor is responsible for providing a safe, positive and guest-friendly environment for each event at The Chicago Theatre. As a Guest Services Supervisor you will supervise and coach front of house staff and ensure staff have working knowledge of all pertinent event information and emergency procedures. The role requires partnership across functions to complete shift responsibilities in a fast paced, and dynamic environment. Success in this role is demonstrated by an exceptional guest experience, a commitment to continuous learning and development, and achievement of business results. The Guest Services Supervisor will report into the Guest Services Manager.

What will you do?

• Accountable for daily supervision and leadership of front of house staff.
• Demonstrate a positive attitude to achieve company objectives and goals.
• Create event notes and distribute usher position deployment.
• Prepare and complete all assigned event tasks in 24/7 venue management software.
• Actively utilize company systems in event preparation i.e. Workforce, Microsoft Office, TM1.
• Conduct Guest Services pre-shift briefings to inform staff of all pertinent event information.
• Complete a daily house safety check of theatre and report any building deficiencies to Dept Manager.
• Respond to escalated guest issues and determine appropriate resolution in a professional and timely manner.
• Assist with the training and supervising of all front of house staff.
• Keep accurate records of guest services staff attendance.
• Take ownership of supervisory locations and maintain a clean and safe work environment.
• Communicate with Department Manager about any employee coat room deficiencies, and event equipment (Ticket Scanners, ALDs, Event Signage, and Radios).
• Take an active lead role in emergency operations procedures (evacuation plan) through on-going training and drills.
• Lead ancillary activities (Meet and Greet, VIP Packages, and Lobby Activations)
• Consistently and thoroughly communicate with Department Manager about font of house staff issues.
• Promote and handle logistics of employee recognition program, employee knowledge checks, and surveys.
• Collaborate with all company departments and third-party vendors for efficient and safe operations.
• Serve as a liaison between upper management and staff.
• Recommend and enforce disciplinary actions as necessary.
• Any other duties assigned by Building Management.

What do you need to succeed?

• The ideal candidate will have a minimum of 3-5 years’ Supervisory experience, and/or knowledge of events, sports, theatre operations, within an entertainment venue
• Candidates who have completed a minimum of 60 credit hours of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred.
• Excellent communication skills, ability to mobilize key stakeholders, and engage with all levels in the organization
• Proficiency in Microsoft 365 programs i.e., Word, Excel, and Outlook.
• Demonstrated experience completing reports and documenting staff performance is essential
• Ability to engage and develop collaborative relationships and influence within team and across functions, even without direct reporting relationship
• Adept at maintaining a positive, open, approachable, and professional relationship with a diverse group
• Comfortable with managing conflict and responding to customer problems with a sense of urgency
• Ability to demonstrate success in managing multiple tasks while under tight deadlines
• Experience motivating, and encouraging exceptional performance
• Ability to hold team accountable for outcomes and monitor performance
• Demonstrated experience coaching, mentoring and developing staff to perform at high levels
• Ability to navigate internal organization/process
• Proactive self-starter and able to work collaboratively

Special Requirements

• Must be receptive to working outside in inclement weather and extreme temperatures.
• Must be comfortable with heights (working on high floors) and navigating steep steps and inclines.
• Must be able to lift 25 lbs.
• Ability to stand and move about the theater throughout the duration of the shift.
• Ability to work a flexible schedule including days, nights, have split days off, work weekends and holidays in a 24 X 7 environment.

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