Zone Leader Guest Experience

Hollywood Park, a near 300-acre sports and entertainment destination, is being developed by Los Angeles Rams Owner/Chairman E. Stanley Kroenke with the 70,000-seat
SoFi Stadium as its centerpiece. Hollywood Park is the largest urban mixed-use mega development under construction in the Western United States. When complete, Hollywood Park will have up to 2,500 residences, a hotel, a retail district reaching up to 890,000 square feet, up to 5 million square feet of office space, and more than 25-acres of public parks and open space. 

Home to the Los Angeles Chargers and Super Bowl LVI Champion Los Angeles Rams, SoFi Stadium is the host of world-renowned sporting events, including Super Bowl LVI in 2022, College Football Playoff National Championship game 2023, WrestleMania 2023, World Cup 2026, and the Opening and Closing Ceremonies of the Olympics in 2028. Adjacent to the stadium and under the same roof canopy is a 2.5-acre open-air plaza, American Airlines Plaza, and the 6,000-seat YouTube Theater. YouTube Theater is an intimate venue, making it the perfect place for concerts, comedy, awards shows, esports competitions, community gatherings, conferences and more. 

Culture 

Hollywood Park is being brought to life by a deeply experienced team of creative forward-thinkers. The project is a celebration of all that Los Angeles has to offer. We are inspired by our diverse Inglewood community as a place for the community to be, to see and to connect. 

Hollywood Park is committed to building and maintaining a workplace that celebrates the diversity of our team members, allowing them to bring their authentic selves to work every day. 

At the heart of Hollywood Park, lies our dedication to our purpose, promise, and commitments. Our PURPOSE is creating extraordinary experiences, one moment at a time. Our PROMISE is to be an iconic destination that celebrates our diverse and vibrant community. We promise to exceed expectations while cultivating a fun and safe experience where lasting memories are made. Our COMMITMENTS are outlined by S.T.A.R.S. 

Our S.T.A.R.S. commitments are enabled by five foundational principles: 
Start with Care – create a lasting impact through genuine care 
Thrive as a Team – create an environment of collaboration and encouragement  Anticipate Unspoken Needs – be proactive in delivering extraordinary service and support others 
Resolve with Respect – treat others with empathy, patience, and kindness
Safety Always – maintain a safe and secure environment
 
Position Summary
The Guest Experience Zone Leader (Part-Time) plays a key leadership role in delivering exceptional service across designated zones of SoFi Stadium during events. Responsible for supervising and supporting frontline staff—including Ushers, Ticket Takers, Concierges, and Guest Experience Representatives—the Area Leader ensures team alignment with department standards while responding to guest needs and operational challenges in real time.

This role serves as a direct extension of the Guest Experience management team on event days, helping to drive a culture of hospitality, accountability, and proactive service. Area Leaders are empowered to make operational decisions, resolve elevated guest concerns, and lead by example in promoting a welcoming and world-class environment for all guests and staff.

Key Responsibilities
Oversee and support Guest Experience team members assigned to a specific area or zone of the stadium.
Conduct pre-shift briefings, communicate key event information, and ensure staff are prepared and positioned properly.
Act as the primary point of contact for escalated guest concerns within assigned zone; resolve issues efficiently and with empathy.
Ensure consistent application of stadium policies and service standards across your team.
Collaborate with internal departments including Security, Operations, Premium Services, and Facilities as well as our HWP vendors to ensure seamless guest service.
Monitor and report on crowd flow, ADA accommodations, incident trends, and staffing performance.
Coach, mentor, and motivate team members throughout the event; recognize strong performance and redirect as needed.
Submit post-event reports detailing observations, guest feedback, incidents, and recommendations for improvement.
Ability to stand/walk for extended periods and work outdoors in various weather conditions.
Flexible schedule with availability for evenings, weekends, and holidays in accordance with event needs.
Support hiring initiatives by participating in all hiring fairs, conducting onsite interviews for part-time team members, providing a realistic outlook of the role and assessing quality talent
Assign team members to posts based on team member skills and certifications
Acts as a subject matter expert for Zone Leader and team member questions
Supports team member development by identifying opportunities for team training and coaching
Assist with on-the-job training, coaching, and development of  GX team  (event day/peer training) regarding policies, procedures, customer service, and job-specific training.
Moves between all assigned zones and proactively addresses issues that negatively impact the operation
Comply with all standards, expectations and policies of the Guest Experience department in order to ensure a safe, fair, and enjoyable workplace experience for all team members. 
Collect staffing attendance numbers in partnership with other Zone Leaders and report shortages to Guest Experience Management. 
Proficiently uses assigned company equipment, software, systems, and tools to perform job duties. 
Maintain confidentiality of all company’s operations. 
Reports to and assists guests with issues and service recovery efforts. 
Completes all required documentation accurately as needed, including deployment tracking, event summaries, and other designated reports.
Respectfully perform job duties safely and efficiently without accepting gifts, cash, and/or objects containing monetary value. 
Required to attend monthly leadership meetings and other department or company trainings as needed.
Other duties as assigned. 

Qualifications
3+ years of supervisory experience in guest services, events, or hospitality.
1+ year of venue or stadium operations experience preferred.
Demonstrated leadership, communication, and team-building skills.
Proficiency in conflict resolution and problem-solving.
Ability to work in a fast-paced, high-pressure environment.
Availability to work nights, weekends, and holidays as scheduled.
 
Core Competencies
Problem Solving 
Adaptability 
Collaboration 
Leadership  Accountability
Conflict Resolution 
Operational Awareness
Physical Requirements

The physical requirements described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Employees must be able to move objects and use abdominal and lower back muscles to provide support over time without fatigue. Constant movement and use of limbs; this position requires good manual dexterity, coordination, and stamina. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

Essential Physical Requirements: 
LIFTING ........................................... Lift up to 40 pounds
PUSHING/PULLING……………….Occasional pushing/pulling up to 25 lbs.
CLIMBING/BALANCE .................. Prolonged Steps or stair climbing, balancing
STOOPING/BENDING OVER....... Occasional is unavoidable 
STANDING....................... Prolonged standing throughout the day
WALKING....................... Prolonged walking throughout the day
SITTING………………………..Rare sitting throughout the day
REACHING ...................................... Occasional overhead as well as horizontal
HEARING......................................... Hearing required to service guest 
SPEAKING....................................... Proficiency in English 
 
Essential Environmental Conditions: 
INSIDE/OUTSIDE ...........................Generally, indoor conditions are air-conditioned, and outside conditions that include inclement weather, heat, humidity, rain, sleet, and wind. 
COLD/HEAT ................................... General air-conditioned environment as well as outside and exposed to elements, including direct sunlight, rain, sleet, and wind 
WET/DRY ........................................Not unusual moist/dry environment 
NOISE/VIBRATIONS .................... High noise level and vibration high 
HAZARDS........................................Non-hazardous environment 
FUMES/DUST/ODORS................. Normally controlled environment 
HEIGHTS…………………………… Comfortable with working heights 
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time.

Benefits/Perks:
401(k): Eligibility to participate in the Company’s 401(k) program. Hollywood Park will match the first 3% at 100% and 50%, thereafter, up to 5%.
Perkspot: Discounts on many products and services (e.g, travel, gym memberships, entertainment, electronics, etc.)
EAP: Access Hollywood Park’s Employee Assistance Program. Receive up to 3 confidential counseling sessions per calendar year. Child care and elder care resources
Compensation:

Starting rate: $23.00 - $25.00 per hour

In compliance with the California Pay Transparency Act, compensation information provided is a good faith estimate for this position only. Hollywood Park considers a candidate’s education, certification, prior experience, as well as internal and external data when determining the salary level for potential new employees. Only in exceptional circumstances, if an external candidate has the experience, credentials, or expertise far exceeding what is expected for the position, would Hollywood Park consider paying a salary or rate near the higher end of the range.