Game Day Supervisor, Guest Services (INTERNAL APPLICANTS ONLY)

POSITION SUMMARY:

The Game Day Supervisor, Guest Services position is responsible for overseeing staff during games and events to ensure the smooth and efficient operation of all event-related activities in Citizens Bank Park. This includes enforcing policies and procedures, ensuring proper staff coverage, maintaining a safe and clean environment, and providing exceptional customer service. The Game Day Supervisor serves as the primary point of contact for staff, guests, and management, ensuring clear communication and addressing any issues or concerns that arise during the event. This is a position that requires a high level of coordination, organization, and strong communication skills.

JOB DUTIES & RESPONSIBILITES:

• Ensure adherence to all policies and procedures established by The Phillies.
• Supervise and monitor assigned staff, ensuring proper coverage in all designated areas of the ballpark. Provide guidance and support as needed.
• Act as the primary liaison between staff and management. Regularly meet with assigned staff to communicate important updates, special instructions, expectations, and organizational needs.
• Distribute communication devices to staff prior to the gates opening and collect devices after staff dismissal.
• Ensure assigned areas are clear of debris, hazards, and obstacles before gates open, maintaining a safe environment for both staff and guests.
• Ensure all staff in assigned areas are wearing the proper uniform and are present at their designated locations for the entirety of the event.
• Assign and monitor break periods for staff, ensuring coverage is maintained at all times.
• Address any questions or concerns from guests and staff, providing appropriate responses or escalating issues when necessary.
• Respond to all guest services radio calls within the assigned area, providing timely and effective solutions.
• Accurately report all incidents within the assigned area, entering detailed information into the incident tracking system for follow-up and documentation.
• Ensure the safe departure of all guests at the conclusion of events, supporting staff and assisting with crowd management as needed.
• Other duties as assigned.

SKILLS & QUALIFICATIONS:

• A minimum of 3 years of employment with The Phillies (or equivalent experience in a similar setting).
• Previous experience supervising or managing a team is strongly preferred, with a demonstrated ability to motivate, guide, and lead employees effectively.
• Demonstrated commitment to Phillies Game Day staff schedules, with minimal absenteeism and a strong record of reliability.
• Strong working knowledge of Phillies incident reporting systems, with exceptional attention to detail in documenting incidents accurately.
• Proven excellence in customer service, with prior experience in customer-facing roles outside of game-day responsibilities preferred.
• Ability to maintain a positive, outgoing, and professional attitude, even in stressful situations.
• Ability to walk, stand, and climb for extended periods, with the ability and willingness to work all levels of the ballpark.
• Ability to work in outdoor weather conditions for extended periods of time.

The Phillies 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.