Zone Leader, Guest Experience

About Hollywood Park

Hollywood Park, a near 300-acre sports and entertainment destination, is being developed by Los Angeles Rams Owner/Chairman E. Stanley Kroenke with the 70,000-seat SoFi Stadium as its centerpiece. Hollywood Park is the largest urban mixed-use mega development under construction in the Western United States. When complete, Hollywood Park will have up to 2,500 residences, a hotel, a retail district reaching up to 890,000 square feet, up to 5 million square feet of office space, and more than 25-acres of public parks and open space.

Home to the Los Angeles Chargers and Super Bowl LVI Champion Los Angeles Rams, SoFi Stadium is the host of world-renowned sporting events, including Super Bowl LVI in 2022, College Football Playoff National Championship game 2023, WrestleMania 2023, World Cup 2026, and the Opening and Closing Ceremonies of the Olympics in 2028. Adjacent to the stadium and under the same roof canopy is a 2.5-acre open-air plaza, American Airlines Plaza, and the 6,000-seat YouTube Theater. YouTube Theater is an intimate venue, making it the perfect place for concerts, comedy, awards shows, esports competitions, community gatherings, conferences and more. 

Culture

Hollywood Park is being brought to life by a deeply experienced team of creative forward-thinkers. The project is a celebration of all that Los Angeles has to offer. We are inspired by our diverse Inglewood community as a place for the community to be, to see and to connect. 

Hollywood Park is committed to building and maintaining a workplace that celebrates the diversity of our team members, allowing them to bring their authentic selves to work every day.

At the heart of Hollywood Park, lies our dedication to our purpose, promise, and commitments. Our PURPOSE is creating extraordinary experiences, one moment at a time. Our PROMISE is to be an iconic destination that celebrates our diverse and vibrant community. We promise to exceed expectations while cultivating a fun and safe experience where lasting memories are made. Our COMMITMENTS are outlined by S.T.A.R.S. 

Our S.T.A.R.S. commitments are enabled by five foundational principles:

• Start with Care –  create a lasting impact through genuine care 
• Thrive as a Team – create an environment of collaboration and encouragement
• Anticipate Unspoken Needs – be proactive in delivering extraordinary service and support  others
• Resolve with Respect –  treat others with empathy, patience, and kindness
• Safety Always – maintain a safe and secure environment

As the Zone Leader, Guest Experience/Team Member Experience, You Will..

Support the Guest Services management staff for all Hollywood Park events as leads of their respective areas, including occasional recruiting and training operations.  Assist with the execution of all aspects of guest and team member experience. Assist with occasional recruiting and training operations at Hollywood Park and throughout the year.     

Essential Duties and Responsibilities:   

• Leads and supports Guest Experience Team Lead(s) and their assigned teams of part-time team members as assigned by Guest Experience Management.                          
• Comply with all standards, expectations and policies of the Guest Experience department in order to ensure a safe, fair, and enjoyable workplace experience for all team members. 
• Attend pre-event leadership briefings and communicate all event information and instructions clearly and concisely in a group setting during zone briefings.
• Conduct pre-event walk through of assigned area to ensure the venue and operation is set and ready to receive guests.
• Effectively monitor performance of the team that is assigned through engagement, motivation and building team work.
• Provide assistance with operational set up as instructed in the assigned area (Team Member Experience/GX Operations).
• Monitor the needs of assigned areas and take action to ensure area safety, cleanliness, and operational readiness.
• Inventory management of necessary event equipment for assigned areas including radios, scanners, stools, wristbands, stamps, keys, etc. including picking up equipment pre-event, assigning equipment to team lead(s), and returning equipment post-event.
• Serve as a single point of contact for all Team Leads within the assigned area.
• Collect staffing attendance numbers and report shortages to Guest Experience Management.
• Proficiently use assigned company equipment to perform job duties. 
• Assist team members as needed with emergency situations.
• Ensure proper documentation of employee injuries, including any witness statements.
• Maintain confidentiality of all company’s operations.
• Communicate effectively (verbal and written) with management and other venue stakeholders.
• Reports to and assists guests with issues and service recovery efforts. 
• Assist with Safety Services, State Police, and Medical (among other service partners) to approach area management and problem-solving collaboratively.
• Assist with on-the-job training, coaching, and development of team leaders and event staff (event day/peer training) regarding policies, procedures, customer service, and job-specific training.
• Effectively document and report incidents and feedback in post event reports after debrief has been complete.
• Ability to perform all duties of the Team Lead and Representative roles as needed.
• Respectfully perform job duties safely and efficiently without accepting monetary value.
• Required to attend monthly leadership meetings.
• Other duties as assigned.
• All positions, duties and titles are subject to change based on department and company needs.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The employee should also have the following experience and competencies. Team member should be with Hollywood Park for a minimum of (1) year as a Team Lead (or equivalent) before applying for this position. Management has the discretion to make exceptions as appropriate.

Experience:

• A minimum 2 years’ experience in a prior lead role. A proven track record of commitment to Hospitality/Entertainment/Guest Services. 
• Previous experience in leading a team of team members.
• Strong in verbal/written communication and interpersonal skills.
• Positive and energetic attitude.
• Ability to multitask in a fast-paced environment.
• Requires a flexible schedule; able to work nights, weekends, and holidays as required.
• Comfortable working in large crowds and loud environments.

Competencies:

To be successful in this position, an individual should demonstrate the following competencies:

ADAPTABILITY

• Manages competing demands.
• Able to deal with frequent changes, delays, or unexpected events.

ANALYTICAL

• Synthesizes complex or diverse information.
• Ability to gather information and make informed decisions that will be in the best interest of team members, guests, and the safety and enjoyment of all.

PROFESSIONALISM

• Demonstrates knowledge of EEO policy.
• Builds a diverse workforce.
• Treats people with respect.
• Works with integrity and ethics.
• Upholds organizational values, policies, and procedures.
• Maintains confidentiality.

BUSINESS ACUMEN

• Understands business implications of decisions.
• Demonstrates ability to act as liaison to the community to meet needs.
• Look for ways to improve and promote quality.

MANAGEMENT SKILLS

• Communicates changes effectively.
• Monitor transition. 
• Delegates work assignments,
• Sets expectations and monitors activities.
• Makes self-available to staff.

COMMUNICATION SKILLS

• Speaks clearly and persuasively.
• Responds well to questions.
• Demonstrates group presentation skills.
• Writes clearly and informatively.
• Able to read and interpret written information.
• Able to effectively present team briefings.

Other Skills and Abilities:

Strong Customer-service skills and polished professional appearance and attitude always.  Strong Communication skills.

Physical Requirements:

The physical requirements described here are representative of those that must be met by an employee to perform the essential functions of this job successfully.  Employees must be able to move objects and use abdominal and lower back muscles to provide support over time without fatigue. Constant movement and use of limbs; this position requires good manual dexterity, coordination, and stamina. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Essential Physical Requirements: 

LIFTING ........................................... Lift up to 40 pounds 

CLIMBING/BALANCE ..................     Prolonged Steps or stair climbing, balancing 

STOOPING/BENDING OVER.......     Occasional is unavoidable 

STANDING/SITTING.......................   Prolonged standing/sitting throughout the day 

REACHING ...................................... Occasional overhead as well as horizontal 

HEARING.........................................  Hearing required to service guest

SPEAKING.......................................  Proficiency in English 

Essential Environmental Conditions:

INSIDE/OUTSIDE ...........................Generally, indoor conditions are air-conditioned, and outside conditions that include inclement weather, heat, humidity, rain, sleet, and wind.

COLD/HEAT ................................... General air-conditioned environment as well as outside and exposed to elements, including direct sunlight, rain, sleet, and wind

WET/DRY ........................................Not unusual moist/dry environment 

NOISE/VIBRATIONS ....................   High noise level and vibration high 

HAZARDS........................................Non-hazardous environment 

FUMES/DUST/ODORS.................   Normally controlled environment 

HEIGHTS……………………………  Comfortable with working heights 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time.