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House Supervisor & Trainer

House Supervisor & Trainer

Job ID 
2018-1378
# of Openings 
1
Job Location Name 
Ryman Auditorium
Job Location(s) 
US-TN-Nashville
Posted Date 
7/9/2018
Category 
Guest Services
Type 
Full-Time

More information about this job

Overview

Assists Guest Services Manager in providing direct supervision of house staff that serve as House & Floor Leads, ticket takers, communicators, ushers, and post show tour guides.  Also, creates and executes all training for new hires, floor leads, and post show tour guides as well as provides continuous training for all employees using company culture as a guiding force.  Ensures that flawless, world class customer service is provided by our house staff to guest visiting the Ryman Auditorium for concerts and special events, through proper training and following company policies and procedures.

Responsibilities

  • Provide polite and courteous service to all guests, serving as a supervisor to address any guest concerns. Responsible for resolving guest’s complaints when able or escalating issue to MOD when needed.  Responsible for providing management with feedback regarding customer comments and experiences. Attend security meeting with client production teams when the Guest Services Manager is unable to do so.
  • Provide supervision of the House staff, including ushers, House Leads & Floor Leads during concert & rental events and including post show tour guides during Post Show Tours after Opry and OCC.
  • Conducts training for all new hires. Walks new hires through the building, schedules their training shifts, monitors the progress, and ensures that they are ready to work on their own.
  • Conducts training for new Floor Leads, ensuring that they are well prepared to handle smaller guest issues such as seat relocations due to leaks and size.
  • Conducts training for new post show tour guides, ensuring that they are well prepared to execute a post-show tour with the guidance of the Museum and Tours Manager.
  • Conducts continuous training for all staff, ensuring that they are well versed in the company’s culture and the Ryman’s building history.
  • Supervises the set and strike of the Lobbies. Ensures chairs, stanchions, tables and correct signage is in place for every show/event.  Inspects the general order and cleanliness of front of house areas including inspecting windows, floors, displays and trash cans as needed.  Work with housekeeping to ensure restroom cleanliness is maintained throughout the event. Accountable for providing event resume and event information to House Leads for event pre-shift meetings informing employees of appropriate information related to the specific event.  Supervises the removal of all chairs, stanchions, tables and signage at the end of every show/event.
  • Support goals of Operations Department and the Ryman through staff management, policy communication and reinforcement. Attend weekly Operations meeting.
  • Complete house staff show settlements for each event to be checked by the Guest Service Manager before they are set to the MOD that is settling the show. Create payroll sheets for each event. Ensures the staff is accurately reporting their times.  Ensures staff is coded to correct show codes and all payroll timecards are submitted to accounting on time.  Be the primary supervisor who approves payroll.
  • Creates deployment sheets for each event to ensure that every staff member I well versed in all positions related to the House staff.
  • Supports the Guest Services Manager in supervising all aspects of the house staff including acting and looking professional. Ensures that staff is properly handling guest issues, working with other departments when problems occur.
  • Ensures that all equipment and necessary supplies are in working order. Ensures that all uniforms are well stocked and repaired/clean.  Ensure that all new hire supplies (i.e. flashlights, batteries, notepads, nametags, employee IDs, etc.) are stocked. Notify maintenance or other proper source (IT, etc.) immediately when equipment failure occurs.
  • Perform duties of Guest Services Manager, House Lead, Floor Lead, Usher, or Post Show Tour Guide as needed.
  • Assist in crowd control during emergency situations.
  • Other duties as assigned.

Qualifications

Education:           

  • High School diploma or equivalent preferred

Experience:        

  • 2-3 years of venue or guest service experience, supervisory experience preferred. 
  • Microsoft Office Skills required.

Licenses/Certifications:  

  • CPR certification mandatory