Guest Experience Captain

Reporting to the Guest Experience leadership team, theGuest Experience Captainwill train,coach,and evaluate Guest Experience SMILE Makers (Seating hosts, Concourse greeters, Entrance hosts, etc.) during State Farm Arena events. Captains will support their respective Coach andbe responsible forthe overall performance of their teams, as theycollectivelyprovide best-in-class customer experiences. This is a part-time, hourly position withpredominantly eveninghours.

Duties and Responsibilities:

Oversee Staff

• Be a leader by embracing, teaching, and living the tenets of SMILE (Southern Hospitality,Makea Moment, Individuals Matter, Listen & Learn, Empowerment), our current service philosophy.

• Be actively involved in the onboarding of all new Smile Makers,assistinginthe successfulacclimation to our culture. 

• Actively teach and lead Smile-in-Motion throughout all games/events.

• Train and develop Smile Makers with the essential skills in building a positive team culture.

• Train Smile Makers with job-specific skills that aid in creating memorable moments for all guests.

• Provide continuous feedback, coaching, and performance evaluations that create opportunities for Smile Maker development andultimately exceptionalguestexperiences.

• Provide coaching for disciplinary issues and ensure compliancewithState Farm Arena company/department policies.

• Activelymonitorteam member interactions with State Farm Arena guests and partner groups during games/events to ensure the highest level of satisfaction and collaboration.

• Effectively escalate employee issues to Guest Experiences coaches and leaders.

Guest Experience

• Play a leadership role in delivering best-in-class guest service, as measured by NBA and post- event surveys.

• Submit incident reports and frequent summary reports, including team member performance, guest issues, and building repairs via mobile app tool (24/7).

• Oversee resolution of ticketing issues, including but not limited to seat relocation, mobile ticket challenges, and access control hardware.

• Make decisions on how to best accommodateguestswith unique and special needs.

• Partner with the Make-a-Moment team to develop creative ways to surprise & delight guests and Smile Makers you lead.

• Serve asescalationpoint for guest complaints/issues and prescribe the necessary recovery.

Education and Experience:

• 3+ years of previous customer service experience preferred 
• Must be able to pass a background check

Physical Requirements:

• Ability to stand 4-6 hours at a time
• Walk up and downstairs with or without accommodation