Guest Services Lead (PT)

Guest Services Lead (PT)

Location: San Antonio, TX / Non-Exempt 

At Spurs Sports & Entertainment (SS&E), we work in service of something bigger than ourselves. To us it is so much more than just a game or concert.  It takes all the members of our Spurs team to harness the power of sports and entertainment to create moments that excite, memories that endure, and connections that strengthen our community.

SS&E owns and operates the San Antonio Spurs (NBA), Austin Spurs (NBA G-League), and the San Antonio FC (USL), and manages day-to-day operations of the Frost Bank Center, Toyota Field, and STAR Complex.   

We know that our people are our greatest asset as an organization.

We aspire to provide our teams with meaningful work, to live our values - Integrity, Success & Caring – day-to-day in what we do and foster an inclusive culture for our 1K+ employee workforce.  

At Spurs Sports & Entertainment (SS&E), we treat everyone like family – that is our standard.

As a member of our team, you will help us redefine the limits of the fan experience by creating lasting, positive memories for every guest at every venue.

The Guest Service Representative Lead is responsible for supporting and implementing departmental standards across the Guest Services staff during all events.

They will engage directly with fans and collaborate with internal partners at all levels.

What You’ll Do: 


* Participate in pre-event staff briefings to ensure all pertinent information for event is received.


* Ensure your specific deployment area is appropriately staffed and set up and ready before events begin. 


* Respond to escalated guest issues and determine appropriate actions to resolve problems and/or issues in a timely, positive, and friendly manner. 


* Oversee all Guest Services Representatives in your specific deployment area during events. 


* Assist with the training and development of Guest Services Representatives. 


* Inform and Escalate staff issues to Fan Experience Event Lead and department manager on duty. 


* Communicate with the Fan Experience Event Lead and department manager on duty about any employee check-in deficiencies and event equipment (Ticket Scanners, Pedestals, Radios, etc.) 


* Communicate all emergencies and important information to command with a radio during events. (Wet spills, Broken chairs, Medic Requests, Security Requests, Tech Requests, etc.) 


* Ensure staff in your deployment area provide an elevated level of customer service as described by departmental standards.


* Ensure a safe and secure environment for all guests by understanding and using established processes and rules.


* Provide on-the-spot coaching, constructive feedback and support to address skill gaps to Guest Service Representatives. 


* Act as the primary point of contact in your deployment area for Guest Service Representatives during all events for real-time troubleshooting, escalatio...