Sr. Guest Services Supervisor (Crypto.com Arena) - Internal Only

For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.

Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.

If you want to be challenged to up your game and make a difference, then join us in giving the world reason to cheer!

Crypto.com Arena has an unrivaled reputation for excellence, having established itself as one of the world’s busiest and most successful venues in the world. As the home of three professional sports franchises – the NBA’s Los Angeles Lakers, the NHL’s LA Kings and the WNBA’s Los Angeles Sparks – Crypto.com Arena has proven to be a home court advantage for the local teams. The AEG owned and operated arena continues to distinguish itself as the host of major, high-profile events of national and international distinction including the 2004, 2011 & 2018 NBA All-Star Games, 2002 & 2017 NHL All-Star Games, 2000 Democratic National Convention, 2009 World Figure Skating Championships and 21 GRAMMY Awards shows. 
 
For a quarter of a century, Crypto.com Arena has been marked with performances and special events that brought international stature to the downtown Los Angeles venue including concerts headlined by Taylor Swift, Drake, Beyoncé, Prince, U2, Paul McCartney, Garth Brooks, Usher, Jay-Z, Keith Urban, Roger Waters, Britney Spears, Katy Perry, Ed Sheeran, Kendrick Lamar, Michael Bublé, Carrie Underwood and Justin Timberlake, as well as world championship boxing, family shows and other live events. 
 
Crypto.com Arena is not only a great venue for sports and entertainment, but it also holds a special place in the hearts of the local community. The arena has witnessed many historic moments, unforgettable performances, and become an iconic landmark in the region for the most popular and important events.

Job Summary:

The Guest Services Senior Supervisor(s) will be responsible for administrative duties, will take a lead role in all guest and Team Member interaction/correspondence, and will provide the Guest Services Management team with support before, during and after events.

Essential Functions:

Event Support

• Prepare Supervisor Event Packets.
• Create Event Staff Listing and communicate staffing changes.
• Place appropriate inventory throughout venue to meet event needs.
• Monitor venue communication via radio and telephone, and remain physically within the Guest Services Center to ensure a high level of service quality is being offered to our guests. 
  
• Effectively communicate all escalated issues to Guest Services Management.
• Ensure venue compliance of the Americans with Disabilities Act.
• Oversee Inventory/Wardrobe Management via ABI Mastermind Program.
• Appropriately document all major/minor incidents utilizing ISS and other incident management systems.
• Generate Drop Counts during events as indicated by event specific timelines, including end of event Drop Count Report. 

Administrative Assistance

• Answer guest telephone calls/emails/feedback forms and address escalated inquiries/concerns. 

Staff Supervision

• Act as a liaison between Team Members and Supervisors by effectively communicating any issues or concerns through the proper channels.
• Act as a level Supervisor when needed and perform all tasks of a Supervisor I/II.
• Complete Wor