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US Open Guest Services Supervisor (Seasonal)

US Open Guest Services Supervisor (Seasonal)

ID 
2017-2104
Posted Date 
4/7/2017
Category 
Other
Location 
US-NY-Flushing

More information about this job:

Overview:

It takes the most talented people to put on the world’s greatest tennis event.  The US Open Tennis Championships are the highest-attended annual sporting event in the world.  Each year, for three weeks in the late summer, the US Open is the focus of the sports & entertainment universe.  Passionate fans from around the world come to NYC to witness the toughest tennis on the game’s biggest stage.  With more than 720,000 visitors, 100 million television viewers in the U.S. and 64 million online visitors, why not come and enjoy the thrill and excitement of working with our team? 

 

 We are seeking Guest Services Supervisors who will play an essential role in the US Open guest experience.  In this role you will collaborate with Event Operations & Area Directors to ensure a legendary guest experience, while ensuring policies and procedures are followed. 

Responsibilities:

  • Greet and guide all guests in a welcoming and friendly manner
  • Respond to guest concerns respectfully and calmly
  • Report unattended bags and packages, medical situations, incidents or emergencies(immediately to command center)
  • Maintain a positive, outgoing demeanor adhering to the core expectations of our guest services team at all times
  • Manage and resolve conflicts by following the USTA policies and procedures
  • Ensure staff take their appropriate breaks without affecting coverage
  • Supervise staff to ensure staff follow policies and procedures
  • Resolve guest issues and complaints by providing the ultimate guest experience
  • Assist the Area Director as required/assigned
  • Ensure deployment of crew is well thought out according to position, experience, security knowledge, work ethic, and attitude
  • Walk posts with Area Director to ensure accuracy of coverage
  • Attend and participate in daily briefing with the Area Director
  • Provide on-the-job training, coaching, and development to assigned Guest Services staff
  • Recognize and promote the Employee Recognition Program
  • Monitor two-way radio traffic
  • Report unethical conduct of Guest Services employees immediately (example: solicitations of tips/bribes, allowing unauthorized access onto grounds without a ticket, unauthorized upgrade of seats and misuse of pass down passes)
  • Responsible for assisting and participating in area emergency, evacuation plan, and evacuation drills
  • Possess a high level of area knowledge and the operations associated within the area assigned
  • Distinguish appropriate credential access and authorized holders

Qualifications:

  • Previous guest or customer service related experience
  • Punctual and presentable shift attendance, neatly groomed in a clean, well-maintained uniform
  • Available to work for the full duration of the US Open tournament
  • Must be able to work 12+ hour shifts and be available days, nights and weekends
  • Willing to work outdoors in various weather conditions and able to stand for extended periods
  • Personable and proactive team player with excellent communication skills
  • Remain calm and focused in a fast-paced environment as well as during stressful situations
  • Previous supervisor experience
  • Bilingual (preferred)