Job Information
San Diego Convention Center Corporation Guest Services Supervisor in San Diego, California
Description
OFFER RANGE: $61,273 - $72,042
PURPOSE
Settled in the award-winning San Diego Convention Center, the Guest Services Supervisor is responsible for leading a team of Guest Services representatives and maintaining high standards of safety and customer service at the San Diego Convention Center facility.
POSITION DESCRIPTION
This position is responsible for overseeing and coordinating a team of Guest Services representatives. The Guest Services supervisor briefs, deploys, and monitors staff performance to ensure that standards of safety, courtesy and service are maintained. The Guest Services Supervisor takes an active role in supporting Guest Services staff, addressing guest inquiries, handling issues, and responding to complaints and incidents, acting as First Responders to all emergencies in or around the facility.
CRITICAL SKILLS
Interpersonal communication (speaking, listening, non-verbal, written)
Leadership (directing, monitoring, motivating, providing guidance)
Customer service
Task coordination
Critical thinking
Managing multiple concurrent tasks and setting priorities
Maintaining control under stressful situations
Basic computer skills (email, word processing, electronic forms)
ESSENTIAL DUTIES AND RESPONSIBILITIES
Prepares staff deployment plans for assigned shifts based on staffing levels, event plans, and facility operational needs.
Conducts daily pre-shift briefings with assigned Guest Services representatives to discuss all activities in the facility, including pertinent information compiled within the Guest Services division.
Assigns tasks and ensures tasks are completed in a safe, timely and thorough manner.
Reviews position assignments and duties with each staff member to ensure that the staff member is properly trained, equipped, and capable of undertaking all their duties and responsibilities.
Works in conjunction with Event Management on changes or unplanned requests on event needs.
Deploys staff to assigned positions/posts and ensures that staff are performing their functions as trained and directed.
Conducts patrols of facility to monitor event activity and the positioning and performance of Guest Services representatives.
Completes work orders on equipment breakdown throughout the facility that could pose a safety hazard.
Works in conjunction with the Operations Department supervisor in reporting and maintaining a clean and safe facility.
Responds to calls for assistance by Guest Services representatives.
Ensures that the staff break rotation is followed and that staff and leaving and returning to post as required.
Works with the Public Safety Supervisor on duty regarding crowd management and the coordination of guest movements throughout the facility, making staffing adjustments, or providing direction as needed.
Provides ongoing, routine training to Guest Services representatives regarding fire/life safety, facility procedures, and protocols outlined in the Guest Services Standard Operating Procedures (SOPs) and corporate policy.
Monitors the performance of employees under their supervision and, when necessary, conducts employee coaching/counseling with immediacy, fairness, tact, and respect.
Responsible for accurately documenting employee investigations.
Reviews and updates timesheets for employees under their shift supervision to check for accuracy, including input of shift assignments and tracking absenteeism and tardiness.
Works in conjunction with the Public Safety Supervisor in response to incidents involving guests and front-of-house areas, emergency services response, and incident investigations.
Utilizes web-based payroll software for completing time and attendance for employees.
Ensures accurate and timely communication occurs with team members and other departments to keep key roles informed as information develops.
Other duties may be assigned.
SUPERVISORY
The Guest Services Supervisor is directly responsible for supervising a shift of full-time and part-time union represented employees in the Guest Services division. The supervisory responsibilities are to be carried out per the San Diego Convention Center Corporation’s policies, procedures, and applicable federal, state and local laws. Responsibilities include training employees; planning, assigning, completing annual evaluations of employees, and directing work; quality control of services rendered; efficiency and effectiveness in the production of work; recognition and coaching of employee performance; as well as addressing complaints and resolving problems. Supervisors are responsible for team building and maintaining morale with employees and peers.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION and/or EXPERIENCE
Associate degree (A.A.) or equivalent from a two-year college or technical school; and four years of guest/customer service; or equivalent combination of education and experience. At least one year’s experience directly supervising employees and directing daily work, with a strong understanding of the principles of team building and performance management. Previous experience within a customer service or hospitality environment is highly preferred. Experience in a large public assembly facility is desirable.
LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to compose routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with complicated situations using reasonable and appropriate judgment according to the circumstances.
CERTIFICATES, LICENSES, REGISTRATIONS
Must possess or be able to obtain First Aid / CPR certification. Crowd management training is highly desired.
OTHER SKILLS AND ABILITIES
Must possess excellent verbal and non-verbal communication skills including the ability to provide calm, clear direction and assistance during emergency and non-emergency situations, and answer questions of guests and employees regarding the facility in the English language. Must exhibit diplomacy, integrity, and innovation in working with a diverse employee and management team. Basic computer literacy with experience in word processing and spreadsheet applications to compose routine written reports and correspondence within a limited period for department and corporation management. Must be able to work a varied schedule, which may include evenings, weekends, and holidays.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the Supervisor is regularly required to be mobile throughout the facility. The Supervisor is required to be mobile around the facility to monitor employee assignments, attend briefings and line-ups, and respond to both emergency and non-emergency situations. The Supervisor is regularly required to be stationed at a computer to access and complete electronic reports and timecard records. The Supervisor must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. The ability to hear, understand, and distinguish speech and/or other sounds (e.g., machinery, vehicles, fire alarms, or 2-way radio transmissions).
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The offices for Guest Services Supervisors are located on the P1 Level of the Convention Center with no immediate access to external windows. Indoor HVAC unit monitors and controls temperature and airflow. Lighting is provided by overhead bulbs and lamps. The noise level in the offices and Guest Services briefing room is usually low to moderate and includes noise from employees talking, and activity nearby. During event hours and incident responses, work areas for this position are typically located in public, front-of-house areas including exhibit halls (show floor), ballrooms, meeting rooms, lobbies, corridors, etc. This position requires frequent interaction with guests and the public while at the facility.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
