Guest Services Supervisor - St. Catharines, Canada - Meridian Centre

Meridian Centre
Meridian Centre
Verified Company
St. Catharines, Canada

3 weeks ago

Sophia Lee

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Sophia Lee

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Description
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Position Summary_

As a front-line customer service member of the Box Office & Guest Services Department, the Guest Services Supervisor is responsible for training, coaching, and leading a team of 8-20 Guest Services/Entry Control Representatives in the assisting and directing of guests into and around the facility during events.

Events can include hockey games, concerts, banquets, basketball games, etc.
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Essential Duties and Responsibilities_

Providing detailed instructions to the Guest Services/Entry Control Representatives while always conducting themselves in a manner that upholds health and safety regulations, ensuring events will run as safely and efficiently as possible.


  • Supervise and work alongside all Representatives on shift, working in a collaborative manner to ensure superior customer service is provided to all guests at all times.
  • Planning of Representatives' assignments to ensure that customer service and safety goals are met or exceeded.
  • Tracking all equipment issued to Representatives and ensuring all is returned at the end of the event.
  • Ensuring that the Representatives conduct their preevent checklist and that all issues are resolved promptly.
  • Attending and/or conducting preshift Team Meetings, deploying Representatives to their assigned area(s).
  • Taking action to ensure that all assigned work areas are safe, clean, and tidy before, during and after an event.
  • Continuously monitoring work area for potential safety issues to both guests and employees (i.e., trip hazards, unruly behavior, overconsumption of alcohol, etc.) and taking the appropriate action(s).
  • Responding immediately and effectively to any guest issues. Resolving the issues to the best of their ability and involving the Box Office & Guest Services Coordinator where necessary to ensure customer satisfaction.
  • In conjunction with direction from management and emergency personnel, the Supervisor will lead, direct, and advise Representatives and guests of appropriate action(s) during conditions of potential emergency.
  • Will provide a written shift report at the end of each event detailing any issues or concerns that arose.
  • Implementing Meridian Centre House Policies & Procedures in a professional, proactive, and diplomatic manner.
  • Responding immediately, effectively, and diplomatically to address any breaches to the Meridian Centre Alcohol Management Procedures (assisting Food & Beverage Team Members when and where required).
  • Responding immediately and effectively to emergency situations, such as medical or security, etc., utilizing a thorough knowledge and understanding of Meridian Centre Emergency Procedures and Protocols.
  • Other duties as assigned.
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Knowledge, Skills and Experience_
While any experience in an event setting or in customer service is considered an asset, the Guest Services Supervisor must possess at least one (1) year experience as a supervisor, a high school diploma (or equivalent), as well as the following:

  • Basic computer skills, including an understanding of Microsoft Office Suite (Word, Excel, Outlook, etc.).
  • An ability to lead and supervise a team, and delegate in a professional, respectful, and safe manner.
  • Strong verbal and written communication and leadership skills.
  • Ability to relate well to all levels of the organization, external agencies, clients, and premium ticket holders.
  • A professional work ethic, as well as an overall professional appearance.
  • Must have a flexible, adaptable, and positive attitude and work ethic.
  • The ability to enforce building policies.
  • Comfort with minor conflicts, an ability to resolve those conflicts quickly, efficiently, and in a calm manner, and an understanding of when to notify a supervisor should the situation require assistance.
  • An ability to take and follow written and/or verbal direction.
  • An ability to work well in a team environment, as well as independently with mínimal supervision.
  • The ability to perform under pressure and execute responsibilities in a maximum crowd capacity during events.
  • Excellent and highly respectful customer service skills and the ability to interact appropriately with the public, especially when encountering conflict situations.
  • The ability to respond to emergency situations in a calm and effective manner, informing supervisors and management team of the situation immediately.
  • The flexibility to work a varied schedule which will include days, evenings, and weekends.
  • An understanding and a respect of general Health & Safety practices, as well as the Meridian Centre's H&S Policy.
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Working Conditions & Physical Demands_

The physical demands described here are representative, not all-inclusive, of those that the Guest Services Supervisor will encounter as they successfully perform the essential functions of this job.


  • The use of close vision is required for reviewing information on a PC monitor, as well as hard copy output.
  • The use of hands is required to type for
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