Quality Service Assurance Supervisor
September 2014 — Present
Works with Department Managers and Supervisors to properly assist with prime-time team members, and other areas assigned, during events and games.
Actively participate in the training process for prime-time team members. Confers with Department Managers and Supervisors on the job performance of prime-time team members and recommends team members for additional trainings.
Continuously coaches and encourages staff to provide superior levels of guest services and reinforce ELEVATE behaviors.
Ensures that Elevate Ambassadors and prime-time team members have the equipment and tools necessary to perform the jobs accurately and efficiently, via regular communication with their Department Manager and Supervisors.
Ensures all team members are wearing appropriate uniforms and that uniforms are neat, clean and in good order.
Assists with the leadership and development of Elevate Ambassadors.
Assists guests requiring relocation to an ADA platform and other seating within the Arena, resulting from maintenance issues or the closure of an area/section.Complete Customer Service Reports Cards and Game Notes per event/game.
Assists Season Ticket Services during HEAT games in building positive relationships with Season Ticket Holders
Responds quickly to requests from guests, fellow-supervisors or management in a timely, friendly and efficient manner and follows up to ensure guest satisfaction.
Maintains a working knowledge of the facility, current and upcoming events/games and the surrounding area.