Fan Experience Lead (PT)

Fan Experience 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 Fan Experience Event Lead is responsible for supporting and implementing departmental standards across the Fan Experience staff during all events.

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

What You’ll Do: 


* Conduct pre-event Fan Experience Lead and all staff briefings to inform staff of all pertinent event information.

Participate in pre-event briefings with department manager on duty. 


* Ensure all key areas of venues are appropriately staffed before events begin. 


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


* Oversee and provide direct leadership to all Fan Experience Leads and Fan Experience Representatives during events. 


* Assist with the training and development of Fan Experience Leads and Fan Experience Representatives.


* Communicate with department manager on duty of all staff issues that arise during events. 


* Summarize the event with the department manager on duty at the end of every event.


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


* Be prepared to take an active Fan Experience Lead role for events.


* 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 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 Fan Experience Leads and Fan Experience Representatives. 


* Support crowd flow and manageme...