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ASM Global the leader in privately managed public assembly facilities, has an excellent opening for the Event Staff Supervisor (ON CALL) at Coliseo de Puerto Rico. The position is responsible for ensuring guest satisfaction, addressing guest complaints, ensuring that event staff is compliant with ASM Global policies and procedures. Supports client service in the pre-event planning and organization as well as post-event.
Job Responsibility:
Guest relations activities that include greeting and directing guests, screening guests for camera/video equipment and other items not permitted into the buildings, securing areas, responding to emergency situations, ensuring the safety of all guests, and reacting to requests for service and assistance
Have a full working understanding of the specific setups and event post (i.e., ticket takers, ushers, concierges, security, crowd control, door screeners and guest relations) and possess the ability to communicate with manager/supervisor. Anticipate problems and appropriate solutions
Ensuring there is an effective and efficient response to manager/supervisor issues through 2-way radio communication
Identify risks or hazardous situations from the physical structure of the building and create safe logistics for setups and the event to continue
Observe employee and crowd behavior before, during and after an event takes place
Represent the company in a polite and professional manner using proper customer service skills
Direct customer service complaints and inquiries to proper manager/supervisor
Abide by facility rules, regulations, policies, and procedures
When witness to an on-site injury must complete incident reports
Promote a safe working environment for all employees by following the life safety and emergency program as needed
Will be required to have open availability to work setups and events on an on-going basis including weekends, evenings, and holidays
Maintains the proper image and generates positive public relations with manager/supervisor and staff
Performs other duties as assigned by the Director of Event & Security and the Event & Security Manager
Ensure quality control of services, works and operations in the building
Requirements:
High School Degree required and Associate’s Degree or higher desirable
Or 1-year related experience and/or training
Customer service background preferred
Customer service is a focal point of position. Must be able to maintain an effective working relationship with clients, employees, exhibitors, and others encountered in the course of employment
Ability to effectively communicate with co-workers and manager/supervisor
Ability to communicate with and take direction from immediate supervisor and facility management
Possess excellent written, verbal, and interpersonal skills and interacts with all levels of staff, including management
Remain flexible and adjust to situations as they occur
Ability to handle/resolve high tension situations and control "unruly" guests
Excellent problem solving and organizational skills
Work independently, exercising judgment and initiative
Must possess professional presentation, appearance, and work ethic
Ability to work flexible hours based on events, including daytime, evenings, weekends, and holidays as needed