Guest Services Supervisor - Loew's Jersey Theatre

POSITION OVERVIEW: Join the team that brings Loew’s Jersey Theatre to life! The Guest Services Supervisor provides leadership and direction to our Guest Services Team, ensuring the delivery of exemplary, world-class customer service to all guests at every event. This role supports event operations by supervising frontline staff, resolving escalated guest concerns, upholding venue policies, and ensuring a safe, welcoming environment for every guest. RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO THE BELOW: Team Leadership – conduct pre- and post-shift briefings, communicate event-specific details, and assign Guest Services staff (Greeters, Ticket Takers, Ushers, Access Control, Giveaway Staff) to posts Performance Oversight – monitor staff performance, appearance, guest interaction quality, and adherence to service standards; provide coaching, feedback, and on-the-spot corrective action when necessary Scheduling & Coverage – coordinate and track staff break times to ensure adequate coverage across all guest areas throughout the event Escalation Point – serve as the first point of escalation for staff questions or operational challenges, and respond promptly to escalated guest concerns or incidents using sound judgment and de-escalation techniques Access Control Oversight – oversee access control operations, ensuring wristbanding, scanning, and guest screening are performed correctly, and that only valid tickets or credentials are permitted into specific areas of the building Guest Support – support ADA requests, including escort coordination and complex seating or access needs, while ensuring all guests adhere to venue policies Fill In / Breakers – step into any Guest Services position as needed during any point of the event to ensure smooth, uninterrupted coverage

KEY JOB COMPONENTS: Provide World-Class service to all guests, vendors, and employees at all times, and lead the Guest Services team by example Anticipate and respond professionally to guests’ needs, concerns and questions, and coach staff to do the same Check assigned areas pre and post event; proactively report and address needs prior to doors opening and follow up to ensure issues are resolved Learn all theatre policies, procedures, locations, and event specific information, and ensure the team is briefed accordingly Recognize/check all ticket types and provide guests with friendly, accurate directions Monitor assigned sections and surrounding areas to identify issues, report and notify appropriate personnel, and ensure compliance with theatre policies, cleanliness, and safety Maintain accurate records of ticketing activities, attendance figures, and any incidents or issues encountered during events Adhere to all Company policies and procedures, including uniform and appearance guidelines, and hold the team to the same standard Communicate effectively, both in writing and verbally, with staff, guests, and management Work well with others, assist teammates, and perform and complete a variety of duties, often changing from one task to another, without the loss of efficiency or composure within Guest Services guidelines As necessary, handle tough, high-pressure situations while remaining calm, professional, and decisive Work may involve elevated areas such as the balcony and mezzanine, in cooler or warmer temperatures; indoors, outside, or right at the doors and involve standing for 4-6 hours Complete other duties as assigned by Guest Services managers QUALIFICATIONS AND SKILLS At least 1-2 years of supervisory experience preferred, ideally within a live event, hospitality, or customer service setting Demonstrated experience with customer service, team leadership, and problem-solving Strong verbal and written communication skills, with confidence in decision-making and the ability to lead by example in a fast-paced environment Must be over the age of 18 years old. Bilingual a plus, especially Spanish.

WORKING CONDITIONS: Availability: Must be available to work 70% of events each month, mandatory events as determined by management, and able to report for the following schedule: Available to work evenings and weekends; Ability to work until 12:00am or later per event needs; Available to work holidays as needed.

Physical Demands: This position requires employees to stand for approximately 4-6 hours, walk stairs, and the ability to lift and/or move up to 25 pounds.

Work Environment: This position requires that work be performed in all lobby, seating areas (orchestra, mezzanine, and balcony), and entrance locations at Loew’s Jersey Theatre. Employees will be stationed next to exterior doors during winter months and should dress accordingly. Work may involve elevated areas such as the balcony and mezzanine.

COMPENSATION AND BENEFITS: The pay range for this position at commencement of employment is expected to be $[26.00]/hour.. This position is eligible for overtime pay when working qualifying overtime hours. Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. This position will be an "at-will position" and the Company reserves the right to modify base pay (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class. #LI-DNP