Supervisor, Fan Experience | Part Time | TD Coliseum

Hamilton, ON
19,10 $ par heure
Permanent
Temps-partiel

Il y a 21 jours

Oak View Group:Oak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the most influential, highest attended arenas, convention centers, music festivals, performing arts centers, and cultural institutions on the planet. Overview:The Supervisor, Fan Experience plays a key leadership role in ensuring the safe, efficient, inclusive, and customer-focused operation of live events at TD Coliseum, including concerts, sporting events, and special performances. This position is responsible for supervising Fan Experience Staff—including ushers, ticket takers, and fan experience representatives—before, during, and after events to ensure a seamless and positive fan experience.The Supervisor, Fan Experience oversees staffing assignments, enforces venue policies, coordinates with internal departments (such as security, operations, and fan services), and responds to incidents or issues as they arise. This role requires strong leadership, communication, and problem-solving skills, as well as the ability to remain calm under pressure in a fast-paced environment while supporting Management, Event Staff, and fans alike.This role pays an hourly rate of $19.10 CADBenefits for Part-Time roles: Pension matchingThis position will remain open until November 14, 2025. Responsibilities:

Front-Line: The Supervisor, Fan Experience will act as an extension of the Management team and is the first line of support for Fan Experience Staff and fans during events
Greeting Fans: Welcoming fans as they arrive at the venue, providing friendly and courteous assistance while supporting Event Staff
Use of Technology: Comfortable using a ticket scanner, assisting Fan Experience Staff and fans with ticket troubleshooting, problem solving scanner issues & liaising with Box Office Managers
Ticket Checking: Resolve any ticketing issues with fans, ensuring smooth entry and efficient seating
Assisting Fans: Provide relevant event information, directions to venue facilities and amenities, and assist fans with special needs or requests; monitor fan conduct and alcohol consumption, support Fan Experience Staff as required
Crowd Management: Monitor fan flow and seating arrangements to prevent congestion and ensure a safe and orderly environment
Emergency Response: Be prepared to respond quickly and calmly in case of emergencies, such as evacuations or medical incidents, and assist fans and Fan Experience Staff as needed
Enforcement of Rules and Policies: Be knowledgeable of and confidently enforce venue policies and regulations to maintain a comfortable and secure atmosphere
Coordinating with Staff: Collaborate with fellow venue staff, including Management, Fan Experience Staff, security personnel, ticket takers, and concession workers, to ensure smooth operations
Customer Service: Always provide excellent customer service, address fan inquiries, concerns, and complaints professionally and efficiently
Adherence to Policies: Adhere to venue policies, procedures, protocol and safety regulations while ensuring Fan Experience Staff are adhering to building safety polices & procedures
Communication: Be able to provide clear direction to event staff
Pre/Post Tasks: Complete Fan Experience Staff check-in, distribute uniforms and equipment, attend and support event briefings, communicate event-specific details to Fan Experience Staff in key positions
Reporting: Complete and track detailed staff/fan incident reports each event and submit to Management for review

Qualifications:

Must be 18 years of age or older
Must have or be willing to obtain a Smart Serve certification
Previous experience in customer service is beneficial
Previous experience managing staff, being a team leader is beneficial
Outgoing, organized, and self-motivated
Proven to perform well under pressure; manage multiple priorities simultaneously with a high degree of attention to detail
Excellent communication, organizational, and interpersonal skills
A positive, problem-solving attitude, incorporating integrity, confidentiality, and discretion
Demonstrated ability to support team members
Able to maintain a calm demeanor in potentially stressful situations and crowded, loud environments
Must be available to work a variety of shifts; weekdays, evenings, weekends, and holidays as the need arises, including longer shifts on event days
May occasionally be asked to work outdoors
Ability to stand for long periods of time, walk up and down stairs, comfortable working in low light, with large crowds, and at heights
Staff communications, schedules, and payroll systems are managed using software systems, email or cell phones. Staff must have an operational email address and cell phone, with regular access to a computer

Strengthened by our Differences. United to Make a Difference:At OVG, we understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our people, improves our service, and raises our excellence. Our success is rooted in creating environments that reflect and celebrate the diverse communities in which we operate and serve, and this is the reason we are committed to amplifying voices from all different backgrounds. Equal Opportunity Employer:Oak View Group is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis (“protected class”) including, but not limited to veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other protected class under federal, state, or local law.

Oak View Group

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