Lead Guest Services Representative (PT) - San Antonio Spurs

At Spurs Sports & Entertainment (SS&E), we work in service of something bigger than ourselves. To us it is so much more than just a game or concert.  It takes all the members of our Spurs team to harness the power of sports and entertainment to create moments that excite, memories that endure, and connections that strengthen our community. SS&E owns and operates the San Antonio Spurs (NBA), Austin Spurs (NBA G-League), and the San Antonio FC (USL), and manages day-to-day operations of the Frost Bank Center, Toyota Field, and STAR Complex.   

We know that our people are our greatest asset as an organization. We aspire to provide our teams with meaningful work, to live our values - Integrity, Success & Caring – day-to-day in what we do and foster an inclusive culture for our 1K+ employee workforce. 

This position will also be responsible for preparing nightly paperwork, ensuring Guest Services locations are always event-ready, briefing the staff on event details, offering supervisory assistance, and submitting paperwork at the end of the night. A Lead Representative will also assist with various service initiatives and is responsible for general administrative assistance and other event coordination duties as assigned by their direct reports.

The eligible candidate should meet a multitude of qualifications, including but not limited to: willingness to work up to 28 hours a week and maintain flexible schedules that allow them to work evenings, weekends, holidays and some daytime events. They also must be comfortable working all SS&E Events, including but not limited to: basketball games, hockey games, concerts, family shows and special events

What You’ll Do: 

• Arrives early on weekend event days to answer pre-event phone calls and e-mails
• Ensures Guest Services locations are always event-ready by keeping cameras and radios charged, stocking promotional items and supplies, updating calendars and phone lists and organizing nightly resources .
• Demonstrates creativity, persistence, “Arena Awareness” and knowledge related to the specific event to accurately and efficiently find the best possible options for our guests.
• Proactively encourages internal and external feedback to improve the guest and employee experience, while modeling our values and service standards and coaches teammates to do the same.
  
• Provides support to the Experience Innovation Manager, Experience Innovation Associate
• Manager and Service Innovation Coordinators by executing service initiatives and assisting with event coordination needs
• Ensures event paperwork is accurately completed and correctly organized before scanning and filing. Also ensures Guest Services locations are properly closed and well maintained before releasing the staff at the end of each event night

Who You Are:  

• Must exhibit strong leadership qualities

• Must have prior customer service experience
• Must have excellent verbal and written communication skills
• Must be detail-oriented and highly organized with an ability to simultaneously handle multiple
tasks and adapt to change
• Must be proficient at typing and using a computer
• Must be able to work long and flexible hours, including evenings, weekends, and holidays
• Must be able to lift a minimum of 20 pounds, walk long distances, traverse stairs quickly, push
wheelchairs with guests seated in them, and remain on their feet for an extended period of time

In every position, each employee is expected to: demonstrate alignment with SS&E’s core values and mission, collaborate with internal/external community members and demonstrate ongoing development.  

If you don’t have experience in every single bullet above, no sweat – we still want to hear from you and encourage you to apply!   

*SS&E is an Equal Opportunity Employer* 

Nothing contained in this job description is intended to be a contract of employment, nor does any information containedherein represent a guarantee of employment for a specific duration.  Your employment with SS&E is “at will”, which means that either you or SS&E may terminate the relationship at any time. Essential functions listed above must be performed with or without accommodations.