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Guest Experience (assistant supervisor Captain) Event Day

Atlanta Hawks and State Farm Arena

Application Deadline Ended
Apply by Ended 11/20/2022

Guest Experience (assistant supervisor Captain) Event Day | Atlanta Hawks and State Farm Arena

Guest Experience (assistant supervisor Captain) Event Day

Atlanta Hawks and State Farm Arena

Apply by Ended 11/20/2022

Posted 2 months ago

No Longer Accepting Applications



Atlanta, GA, USA

Job Type

 Job Description

The role of a Captain is to act as support for our Guest Experience Supervisor (Coach) in his/her/their respected neighborhood by providing an unforgettable experience for guests. This is done through personal interactions and, coaching and leading our SmileMakers to create a fun, exciting, and energetic working environment during all State Farm Arena events. This is a part-time, hourly position, with predominantly evening hours.


  • Works directly with the Guest Experience Leadership team to perform day-of-event duties. Including but not limited to Smile Maker placements, equipment setups, safety checks, guest recoveries, etc.
  • Respond to elevated staff/ guest inquiries and/or concerns regarding, game and show amenities.
  • Serves as the escalation point to correct guest concerns and complaints regarding customer service-related situations.
  • Maintain line of sight control by circulating through work areas and reporting any issues encountered to Coach and/or Manager on Duty
  • Embrace, teach and be a Role Model of the principles of our S.M.I.L.E (Southern Hospitality, Make a Moment, Individuals Matter, Listen & Learn, Empowerment) Culture.
  • Coaches and provides continuous and constructive feedback and empowers Smile Makers, with the aim to create opportunities for Smile Makers to develop.
  • Lead from the front in all areas of customer satisfaction-led initiatives including but not limited to, ‘SMILE-in-motion’ and ‘Make-a-Moment’.
  • Responsible for completing incident reports and collecting witness statements.
  • Oversee resolution of ticketing issues, including but not limited to, seat relocation, mobile ticket disputes, and access control hardware.
  • Compliance with all company policies and procedures
  • Communicate to Coach and/or Manager on Duty any issues that guests or team members may have.
  • Other duties as assigned by the management team.

Qualifications RequiredQualifications Required

  • A fun, upbeat personality, who is not afraid to be the life of the party.
  • Skills in guest relations/staff relations
  • Prioritization of duties and effective communication skills
  • Demonstrates confidence and ability to handle multiple tasks/issues at one time effectively, with an upbeat attitude
  • Ability to read guests and anticipate their needs
  • Turn potential negative situations into positive ones
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