Job Description
At Spurs Sports & Entertainment (SS&E), we work in service of something bigger than ourselves.
To us it is so much more than just a game or concert. It takes all the members of our Spurs team to harness the power of sports and entertainment to create moments that excite, memories that endure, and connections that strengthen our community. SS&E owns and operates the San Antonio Spurs (NBA), Austin Spurs (NBA G-League), and the San Antonio FC (USL), and manages day-to-day operations of the Frost Bank Center, Toyota Field and STAR Complex.
We know that our people are our greatest asset as an organization. We aspire to provide our teams with meaningful work, to live our values -Integrity, Success & Caring – day-to-day in what we do and foster an inclusive culture for our 1K+ employee workforce.
The Fan Experience Lead is responsible for supporting and implementing departmental standards across the Fan Experience staff during all events. They will engage directly with fans and collaborate with internal partners at all levels.
What You’ll Do:
• Conduct pre-event Fan Experience staff briefings to inform staff in a specific deployment area of all pertinent event information. Participate in pre-event briefings with department manager on duty.
• Ensure your specific deployment area is appropriately staffed and set up and ready before events begin.
• Respond to escalated guest issues and determine appropriate actions to resolve problems and/or issues in a timely, positive, and friendly manner.
• Oversee all Fan Experience Representatives in your specific deployment area during events.
• Assist with the training and development of Fan Experience Representatives.
• Inform and Escalate staff issues to Fan Experience Event Lead and department manager on duty.
• Communicate with the Fan Experience Event Lead and department manager on duty about any employee check-in deficiencies and event equipment (Ticket Scanners, Pedestals, Radios, etc.)
• Communicate all emergencies and important information to command with a radio during events. (Wet spills, Broken chairs, Medic Requests, Security Requests, Tech Requests, etc.)
• Ensure staff in your deployment area provide an elevated level of customer service as described by departmental standards.
• Ensure a safe and secure environment for all guests by understanding and using established processes and rules.
• Provide on-the-spot coaching, constructive feedback and support to address skill gaps to Fan Experience Representatives.
• Act as the primary point of contact in your deployment area for Fan Experience Representatives during all events for real-time troubleshooting, escalation, and communication with leadership.
• Support crowd flow and management to ensure guest safety.
• Support ADA guest requests and needs and other accessibility related service requests with urgency and empathy.
• Assist with the distribution, proper use, and set-up of event equipment (ticket scanners, pedestals, radios, etc.) and report any operational issues.
• Oversee and manage staff deployment, break rotations, and reassignments to maintain strong coverage in a deployment area.
• Any other duties assigned by Fan Experience Management
Who You Are:
• A minimum of three (3) years’ professional customer service experience.
• Must have a flexible schedule availability and the ability to work long hours, including overnights, evenings, weekends and holidays as needed.
• Must be able to read and write in English. (Bilingual preferred)
• Must be 18 years of age or older at time of hire.
• Must have reliable transportation for reporting to work.
• Must have excellent communication skills.
• Must be available for a minimum of 70% of scheduled events.
• Consistently adept at maintaining a positive open approachable and professional relationship with a diverse group of people.
• Consistently comfortable with managing conflicts and responding to customer problems with a sense of urgency
• Consistent ability to demonstrate success in managing multiple tasks while under a fast-paced environment.
• Experience motivating and encouraging exceptional performance.
• Ability to hold team accountable for outcomes and monitor performance.
• Demonstrated experience coaching, mentoring, and developing staff to perform at high levels.
• Understanding of venue flow, crowd management, and guest service standards within a high-capacity arena or similar environment.
Physical Requirements:
• Consistently be able to work indoors and outside in inclement weather and extreme temperatures.
• Frequently be comfortable with heights while working on high floors.
• Occasionally be able to push and pull up to 25 lbs.
• Occasionally be able to lift up to 25lbs.
• Consistently be able to stand and move throughout venues throughout the duration of the shift.
• Occasionally bend and kneel.
• Consistently be able to traverse stairs.
• Consistently be able to maneuver restricted spaces such as elevators and reduced entrances/exits.
In every position, each employee is expected to: demonstrate alignment with SS&E’s core values and mission, collaborate with internal/external community members and demonstrate ongoing development.
If you don’t have experience in every single bullet above, no sweat – we still want to hear from you and encourage you to apply!
SS&E is an Equal Opportunity Employer
Nothing contained in this job description is intended to be a contract of employment, nor does any information contained here represent a guarantee of employment for a specific duration. Your employment with SS&E is “at will", which means that either you or SS&E may terminate the relationship at any time. Essential functions listed above must be performed with or without accommodations.
