Operations Supervisor

About This Role

Operations Supervisors work directly with the Operations Manager and Security Supervisor to perform day-of-show duties, responding to elevated staff and guest inquiries and concerns. This role involves correcting guest complaints regarding security and customer service, ensuring service standards are met, and leading pre-shift meetings.

Responsibilities

• Work directly with the Ops Manager and Security Supervisor to perform day of show duties
• Respond to all elevated staff/guest inquiries and or concerns regarding all shows, artist meet and greet packages, amenities including Foundry access as well as the VIP program and seat upgrades
• Work through and correct guest concerns and complaints regarding security and customer service-related situations
• Follow up with Security and Guest Services teams to ensure that service standards are met
• Perform opening/running/closing duties according to Live Nation policy
• Inform guests of Music Hall amenities and make recommendations
• Maintain line of sight/atmosphere control by circulating through work area and reporting any issues encountered
• Suggestive selling of all venue products and services when applicable
• Keep current on all Standard Operating Procedures and be able to effectively communicate them to team members
• Create pre-shift sheet and relay information from management directly to staff
• Turn in all lost and found articles to Box Office
• Ensure responsible alcohol service per Responsible Alcohol Service training and Live Nation alcohol policies
• Ensure proper line of sight maintenance by all staff at all points of guest contact as well as maintaining the security of Back of House areas
• Lead all pre-shift meetings prior to start of shift
• Communicate to M.O.D. any issues that guests or team members may have
• Work with the M.O.D. to resolve any and all guest issues; consults or involves management if the situation escalates
• Complete incident reports and collecting witness statements
• Assist MOD with all ejection logs and incident reports
• Work Special Events that are scheduled throughout the venue

Requirements

• Responsible Alcohol Awareness Training Certification or Equivalent
• Working knowledge of high-volume nightclub operations, responsible alcohol service and guest relations
• Skills in guest relations/staff relations: assessing and anticipating special needs of guests
• Prioritization of duties and effective communication skills
• Ability to handle multiple tasks/issues at one time effectively, with an upbeat attitude
• Read guests in order to anticipate their needs