Guest Services Supervisor Nassau Veterans Memorial Coliseum

Job Summary:

The Guest Services Supervisor is responsible for leading and supporting a team of Ushers and Ticket-Takers in delivering excellent guest experiences at Nassau Veterans Memorial Coliseum events. The incumbent is a proactive leader who operates with minimal oversight to ensure smooth event-day operations, staff accountability, and a consistently high standard of guest service.

Essential Duties and Responsibilities:

• Supervise, coach, and support a team of Ushers and Ticket-Takers during events to ensure guest service standards are met.

• Serve as the primary point of escalation for guest complaints, questions, and incidents, resolving issues professionally and efficiently.

• Conduct pre-event staff briefings, assign post positions, and ensure all team members are properly deployed.

• Monitor guest flow at entry points, sections, and common areas to ensure a safe, friendly, and organized environment.

• Oversee ticket scanning and credentialing processes, ensuring compliance with access control procedures.

• Provide real-time coaching and redirection to staff as needed throughout the event.

• Communicate effectively with Guest Services Managers regarding staffing concerns, guest incidents, and operational updates.

• Ensure all team members follow operating policies, procedures, and safety guidelines at all times.

• Complete post-event reporting and documentation as required by management.

• Perform a variety of duties, often shifting between tasks, while maintaining efficiency and composure in a fast-paced environment.

• Maintain company confidentiality.

• Other duties as assigned.

Required Qualifications:

• High school diploma or equivalent; some college preferred.

• At least 18 years of age.

• Minimum two (2) years of customer service experience, preferably in a sports or entertainment venue, with at least one (1) year in a lead or supervisory role.

• Demonstrated ability to lead, motivate, and hold a team accountable in a high-energy, event-driven environment.

• Reliable, punctual, and consistent in attendance with strong verbal communication and interpersonal skills.

• Must have reliable transportation to and from Nassau Coliseum for all scheduled shifts.

• Must have the ability to read, write, and understand English in a working environment.

• Professional, approachable demeanor with a passion for delivering exceptional guest experiences.

• Strong problem-solving skills and ability to make sound decisions under pressure.

• Must maintain a neat, well-groomed appearance that conveys professionalism at all times.

• Must be available to work at least 70% of events per month, including all events on Fridays, Saturdays, Sundays, and Holidays.

Compensation:

$22/hour - Part Time

Work Conditions:

• Tasks are performed with moderate independence; supervisor reports to Guest Services Manager.

• Walking and standing occurs 95% of the time (46 hours per shift).

• Employees may be assigned to work positions located outside.

• Employees may be scheduled to work until 12:00am or later.

• Employee should use precautions and follow all safety guidelines.

Upon employment, all employees are required to fully comply with Nassau Veterans Memorial Coliseum rules and regulations for the safe and effective operation of company facilities. Employees who violate these rules and regulations are subject to disciplinary action, up to and including termination of employment.

Nassau Veterans Memorial Coliseum and ASM Global are 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.