Guest Services Supervisor
| Job Title: | Guest Services Supervisor |
| Department: | Guest Services |
| Employment Status: | Seasonal |
| FLSA: | Non-exempt |
| Reports To: | Director, Event Operations |
| Management Position: | Yes |
| Pay Range: | $18 to $20 per hour |
| Created/Revision Date: | February 2026 |
Position Summary
The Guest Services Supervisor provides on-site leadership for the guest services department to deliver extraordinary and elevated experiences in member-only and VIP areas for guests attending SPAC events. This position oversees the Guest Service team and ensures that all VIP and premium experiences are executed in a welcoming, professional, and inspiring way. The Supervisor resolves guest concerns, manages member access, coordinates with internal departments, and upholds service standards that enhance the overall event experience and supports event operations especially during high-volume events.
Essential Duties and Responsibilities
- Lead the execution of VIP and premium guest experiences for member and VIP guests, ensuring all service elements meet established standards.
- Monitor, coordinate and support member-only areas during events including greeting and directing guests and managing authorized guest access to VIP and restricted spaces.
- Conduct pre-event briefings with Guest Services Attendants to review special event details, policies, and guest service expectations.
- Supervise, and support Guest Service Attendants during events and venue operations providing direction, guidance, and real-time problem solving.
- Serve as the primary escalation point for guest concerns at reserved, member-only and VIP areas.
- Provide training, onboarding, coaching and performance feedback for Guest Service Attendants.
- Assist with scheduling, training, and performance feedback for Guest Service Attendants.
- Provide exceptional customer service to all guests attending events on the SPAC grounds.
- Assist in coordinating staff to support operations including admission at venue entry gates during larger events.
- Notify management of occurring deficiencies or needs for repairs.
- Practice professional concert and radio etiquette.
- Follow all health and safety regulations.
- Other duties as assigned by management.
Knowledge, Skills, and Abilities
- Lead and motivate a diverse team with professionalism and clarity.
- Excellent communication and interpersonal skills; calm, confident, and professional under pressure.
- Excellent customer service skills with ability to resolve minor disagreements.
- Strong problem‑solving skills, especially when handling guest concerns or seating disputes.
- Ability to multitask in a fast‑paced, high‑volume environment.
- Adapt quickly to changing event needs and operational challenges.
- Exercise sound judgment and make decisions independently when needed.
Qualifications
- Must be at least 18 years of age.
- Previous customer service, hospitality or event operations experience strongly encouraged.
Schedule
- As SPAC is a performing art venue with events in the daytime, evening and on weekends, employees must be available to work evenings, holidays, and weekends during our Event Season from late May to early September.
- Employees are expected to have reliable transportation to be able to work scheduled shifts. Shift times that will vary based on each scheduled event.
- While employees may not be required to be available for all shifts, employees are expected to be available and work regularly throughout the season.
Physical Demands
- While performing the duties of this job, the employee is regularly required to walk; use hands to handle or feel; reach with hands and arms; stoop or crouch; and talk or hear.
- The employee frequently is required to stand for prolonged periods and climb stairs or balance.
- The employee is occasionally required to sit.
- The employee must regularly lift and/or move up to 15 pounds.
Work Environment
- The employee is frequently exposed to outside weather conditions including rain, humidity, wind, heat and/or cold. This position often works under protective cover and may be partially protected from some weather conditions.