For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment.
Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world.
We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.
STAPLES Center has clearly established itself as the sports and entertainment center of the world.
As the home of four professional sports franchises – the NBA’s Los Angeles Lakers and Los Angeles Clippers, the NHL’s Los Angeles Kings and the WNBA’s Los Angeles Sparks – STAPLES Center has proven to be a home court advantage for the local teams.
The AEG owned and operated arena continues to distinguish itself as the host of major, high-profile events of national and international distinction including the 2004, 2011 & 2018 NBA All-Star Games, 2002 & 2017 NHL All-Star Game, 2000 Democratic National Convention, 2009 World Figure Skating Championships and 18 of the last 20 GRAMMY Awards shows.
STAPLES Center’s nineteen years have also been marked with performances and special events that brought international stature to the downtown Los Angeles venue including concerts Taylor Swift, Beyoncé, Prince, U2, Paul McCartney, Garth Brooks, Usher, Jay-Z, Kanye West, Keith Urban, Roger Waters, Britney Spears, Katy Perry, Ed Sheeran, Kendrick Lamar, Michael Bublé, Carrie Underwood and Justin Timberlake, as well as world championship boxing, family shows and special events.
Hosting over 250 events a year, the arena’s reputation for world-class amenities, features and commitment to quality of service and the guest experience is second to none.
Job Summary:
The Guest Services Supervisor I is responsible for providing excellent guest service at all Microsoft Theater, L.A.
LIVE and STAPLES Center events while supervising Guest Services Team Members (Ushers/Ticket-Takers and Guest Service Representatives).
The Supervisor is expected to establish and maintain good working relationships with building personnel, guests, visitors, and vendors.
Essential Functions:
Staff Supervision 40% Daily
Assign Team Member deployments.
Assign and monitor appropriate rest/meal breaks.
Assign and monitor necessary equipment.
Actively monitor Team Member interactions with guests at all times to ensure a high level of guest satisfaction.
Provide leadership and guidance to Team Members.
Provide timely and appropriate coaching to Team Members on performance, both positive and corrective, using the “Situation, Impact and Alternative” guidelines.
Effectively communicate escalated Team Member issues to Guest Services Management.
Administer appropriate disciplinary documents as needed to ensure compliance of STAPLES Center, Microsoft Theater and L.A.
Live company/department policies in accordance with the SEIU Local 1877 Union contract.
Monitor and document Team Member tardiness and administer appropriate disciplinary documentation.
Guest Services 25% Daily
Resolve ticketing issues.
Accommodate guests with disabilities in compliance with the Americans with Disabilities Act.
Assist guests with directional and informational inquiries.
Serve as escalation point for guest complaints/issues.
Assist and provide angry or emotional guests with recovery services as needed.
Intradepartmental Needs 15% Daily
Monitor individual work emails frequently and respond as needed.
Submit approved Incident Reports according to venue specific guidelines.
Submit frequent Event Recap Reports, summarizing: Event, Team Member, Venue and Guest comments.
Promote ENCORE|LA by becoming an ENCORE|LA advocate and champion for its core principles and values.
Promote department specific safety trainings, including monthly Injury Illness Prevention Program (IIPP) trainings.
Interdepartmental Communications 5% Daily
Complete monthly Security Mentor lessons.
Complete biennial Human Resources Harassment training.
Submit Work Orders according to venue operational needs.
Time Management Daily 10%
Effectively manage time to ensure all event related tasks are completed prior to the conclusion of each shift.
Complete Rest/Meal breaks in accordance with California Labor Laws.
Submit reports (i.e.
Work Orders, Incident Reports, Event Recaps) in a timely manner.
Special Projects 5% Daily
Assist Guest Services Management team with special projects/tasks as assigned.
Required Qualifications:
A minimum education level of: High School Diploma or its equivalency
A minimum of 3 years of related work experience
Available to work at least five (5) events per week, including nights, weekends and holidays
Strong interpersonal and communication (written and verbal) skills
Demonstrated ability to multi-task and perform under pressure
Proficient computer skills, including Microsoft Office applications (Outlook, Word, and Excel)
Strong teamwork etiquette and relationship-building skills
Able and willing to adapt to changes in nightly assignment
Able to maintain Guest, Team Member and Company confidentiality
Able to move about throughout a shift, stand or remain in a stationary position (e.g., when assigned to a station or post) for multiple hours (4-6 hours per shift), and lift or move/position items weighing up to 30 lbs.
Strong decision making skills
Able to read, listen and communicate effectively in English, both verbally and in writing
Must be able to work evenings, weekends, holidays, as scheduled
Preferred Qualifications:
Bilingual (Spanish) a plus
Previous experience working in a similar facility environment
Additional Comments:
Supervisor will maintain a neat and professional appearance that conveys professionalism at all times, whether in the office or out of the office, particularly during events
Covid-19:
At STAPLES Center we are taking precautions recommended by the County of LA Public Health Department, CDC, and OSHA.
We have controlled building access with health screenings prior to entering, hand sanitizers throughout the building, frequent cleaning and disinfecting, and all team members must wear a face mask while performing their job duties.
During events we have different zones as to diminish close contact between team members and provide outdoor break areas.
AEG reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship.
AEG may require an employee to perform duties outside his/her normal description.
AEG is committed to developing a diverse workforce reflective of the marketplace and the communities in which we do business.
We believe a diverse workforce is not merely an advantage; it is mandatory for any company to be successful in today’s business climate.
Anschutz Entertainment Group is an equal opportunity employer and will not discriminate against any individual, employee, or application for employment on the basis of race, color, marital status, religion, age, sex, sexual orientation, national origin, handicap, or any other legally protected status recognized by federal, state or local law.
This Employer is subject to the Fair Chance Initiative for Hiring Ordinance (FCIHO) (LAMC 189.00)