Guest Relations Lead

JOB SUMMARY: Guest Relations Leads are at the front line of the gameday experience. They are committed to creating Mile High Magic by fostering a fan-friendly environment that is both safe and fun. Our Leads play a vital role in supporting our Team Members and creating a safe, clean and enjoyable experience for everyone in attendance.

DUTIES AND RESPONSIBILITIES

Customer Service

• Provide world-class service to all guests of Empower Field at Mile High to ensure their expectations are exceeded or met and their overall experience is positive and memorable
• Maintain thorough knowledge of the venue policies, fan code of conduct and event information, and enforce the policies to ensure the safety, security, and enjoyment of all guests
• Interact with all guests in a professional and respectful manner
• Complete all necessary incident reports
• Be flexible and ready to work any other duties as assigned

Supervision

• Assist Supervisor in conducting pre-event staff briefings for Guest Relations Team Members
• Assist Supervisor in overseeing a group of Team Members, including coaching them to be successful in their role and supporting them in resolving guest issues
• Help coordinate staff breaks for all Team Members under your supervision

Guest Relations

• Work closely with Supervisor, Captain, Guest Relations management, and other stadium staff to resolve customer issues and concerns in a timely and efficient manner
• Proactively respond to negative fan behavior to ensure that guests can enjoy the event in a positive and safe environment

MINIMUM REQUIREMENTS

• Currently working in the Guest Relations Department
• Proven record of good attendance at all SMC Mandatory events
• Excellent customer service and verbal communication skills
• Attention to detail; ability to work with accuracy under pressure
• Ability to maintain a positive and respectful attitude
• Ability to attend all training days, Denver Broncos Home Football games and all SMC Mandatory events
• Ability to stand or sit for an extended period of time, walking (including stairs) and working outside in various weather conditions
• Ability to work outdoors in various weather conditions, including extreme heat, cold, rain, snow, or wind while maintaining a high level of performance and safety
• Be able to work a shift that will range from 6-9 hours
• It is recommended that candidates live in the Denver / Metro Area, including Ft Collins to Pueblo

PREFERRED SKILLS AND ABILITY

• At least two (2) full seasons working Guest Relations at Empower Field at Mile High, preferably working in the role to be lead (Ticket Taker, Usher, Greeter, etc.)
• Ability to utilize various technologies including, but not limited to: iPhones, Ticket Scanners, Laptop Computers and Radios

In accordance with the Colorado Equal Pay for Equal Work Act, the hourly rate will be $23.00/hour