Job Description

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.

Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.

If you want to be challenged to up your game and make a difference, then join us in giving the world reason to cheer!

Crypto.com Arena has an unrivaled reputation for excellence, having established itself as one of the world’s busiest and most successful venues in the world. As the home of three professional sports franchises – the NBA’s Los Angeles Lakers, the NHL’s LA Kings and the WNBA’s Los Angeles Sparks – Crypto.com Arena 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 Games, 2000 Democratic National Convention, 2009 World Figure Skating Championships and 21 GRAMMY Awards shows. 
 
For a quarter of a century, Crypto.com Arena has been marked with performances and special events that brought international stature to the downtown Los Angeles venue including concerts headlined by Taylor Swift, Drake, Beyoncé, Prince, U2, Paul McCartney, Garth Brooks, Usher, Jay-Z, 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 other live events. 
 
Crypto.com Arena is not only a great venue for sports and entertainment, but it also holds a special place in the hearts of the local community. The arena has witnessed many historic moments, unforgettable performances, and become an iconic landmark in the region for the most popular and important events.  

Job Summary:

The Guest Services Supervisor II will excel in providing excellent guest service and supervising Guest Services Representatives during Crypto.com events; as well as hiring, training, and mentoring new and current Guest Services Team Members.

Essential Functions:

Staff Supervision

• 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 and Supervisors.
• Provide timely and appropriate coaching to Team Members and Supervisors on performance, both positive and corrective, using the “Situation, Impact and Alternative” guidelines.
• Effectively communicate escalated Team Member and Supervisor issues to Guest Services Management.
• Administer appropriate disciplinary documents as needed to ensure compliance of Crypto.com Arena, Peacock Theater and L.A. Live company/department policies in accordance with the SEIU Local 1877 Union contract.
• Monitor Team Member tardiness and administer appropriate disciplinary documentation.

Guest Services

• 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 escalated guest issues with recovery services as needed.
• Assist Guest Services Management team by acting as Receptionist and/or Office Supervisor during assigned shifts.

Hiring and Training

• Actively participate in the interview and hiring process of Guest Services Representatives.
• Train and develop Team Members, including Supervisors, in all areas of Guest Services.
• Provide leadership and guidance by serving as mentors to all Guest Services Representatives and Supervisors.
• Be a Champion trainer for the ENCORE|LA program.

Intradepartmental Needs

• 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 its core principles and values.
• Provide department specific safety trainings, including monthly Injury Illness Prevention Program (IIPP) trainings.
• Promote and maintain a strong sense of teamwork and positive attitude.
• Create results that pave the way for others and are used as a model.

Intradepartmental Communications

• Actively develop interdepartmental relationships.
• Complete monthly Security Mentor lessons.
• Complete biennial Human Resources Harassment training.
• Submit Work Orders according to venue operational needs.

Time Management

• 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

• Assist Guest Services Management team with special projects/tasks as assigned.

Pay Scale: $20.15 - $29.38

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)

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