Guest Services Supervisor (Crypto.com Arena)

As a Guest Services Supervisor at Crypto.com Arena, you supervise Guest Services Team Members and ensure excellent guest service across Crypto.com Arena, Peacock Theater, and L.A. LIVE events. You manage staff deployments, resolve guest issues, and maintain the high standards expected at one of the most iconic venues in sports and live entertainment, where history is made every night.

What you'll do

• Assign Team Member deployments and monitor rest/meal breaks in compliance with California Labor Laws
• Actively monitor Team Member interactions with guests to ensure high satisfaction and provide timely coaching using situation, impact and alternative guidelines
• Resolve ticketing issues and serve as the escalation point for guest complaints and issues
• Accommodate guests with disabilities in compliance with the Americans with Disabilities Act and provide recovery services to upset or emotional guests
• Administer appropriate disciplinary documents to ensure compliance with Crypto.com Arena and Peacock Theater policies and the SEIU Local 1877 Union contract
• Monitor and document Team Member tardiness and performance
• Submit Incident Reports and Event Recap Reports summarizing event, Team Member, venue and guest comments
• Complete monthly Security Mentor lessons and biannual Human Resources Harassment training
• Promote ENCORE|LA by becoming an advocate for its core principles and values
• Promote department-specific safety trainings, including monthly Injury Illness Prevention Program trainings
• Submit Work Orders according to venue operational needs

What you bring

• A minimum of 3 years of related work experience
• High School Diploma or its equivalency
• Proficiency with Microsoft Office applications (Outlook, Word, and Excel)
• Availability to work at least five events per week, including nights, weekends and holidays
• Strong interpersonal and communication skills, both written and verbal
• Ability to multitask and perform under pressure
• Strong teamwork etiquette and relationship-building skills
• Ability to adapt to changes in nightly assignments
• Ability to maintain guest, Team Member and company confidentiality
• Physical ability to move about throughout a shift, stand or remain in a stationary position for multiple hours (4-6 hours per shift), and lift or move items weighing up to 30 pounds
• Strong decision-making skills
• Ability to read, listen and communicate effectively in English, both verbally and in writing

Nice to have

• Bilingual proficiency in Spanish
• Previous experience working in a similar facility environment

What we offer

• Hourly pay of $25.39
• Potential eligibility for benefits under ACA qualification (part-time position)

About AEG Worldwide

AEG owns and operates Crypto.com Arena and over 300 venues globally, hosting more than 160 million guests annually across sports, live entertainment, and integrated entertainment districts. The company is committed to innovation, artistry, community, and sustainable practices.