Guest Experience Supervisor

About the role

Ilitch Sports & Entertainment is looking for a Guest Experience Supervisor in Detroit to lead its event colleagues with kindness, compassion and integrity, acting as an ambassador of the brand by providing first-class service to every colleague and guest. The supervisor oversees event teams across several venues.

Key responsibilities

• Supervise a group of Guest Experience event colleagues at events at Little Caesars Arena, Fox Theatre, Pine Knob Music Theatre, Michigan Lottery Amphitheatre at Freedom Hill and MeadowBrook Amphitheatre.
• Make sure event colleagues are in their proper uniform and have the information they need to do their jobs.
• Check on colleagues regularly to ensure they provide first-class customer service.
• Coach colleagues who are struggling and discipline those who are not performing their duties correctly.
• Be willing to work in different Supervisor positions and acquire knowledge of every position to assist as necessary.
• Work with guests facing challenges during an event and help solve problems.
• Assist with enforcing building policies and work with other departments to give every guest the best possible experience.
• Perform other duties as assigned.

Required profile

• High school diploma and one to two years of customer service-related experience.
• Ability to speak clearly and concisely under pressure, read and write simple instructions, correspondence and memos, and communicate effectively with customers, clients and colleagues.
• Preferred: experience in the sports and entertainment industry and leadership experience.
• Irregular and extended hours, including nights, weekends and holidays; ability to climb stairs, stand for long periods, deal with loud noise and occasionally lift up to 25 pounds.