Guest Service Supervisor - Concessions - Raymond James Stadium

Guest Service Supervisor - Concessions - Raymond James Stadium

Leads and elevates the event-day guest experience by managing staff check-in, resolving guest concerns, providing real-time coaching, conducting service audits, and ensuring policy compliance. This role ensures team members are fully prepared and consistently deliver outstanding service throughout the venue.

Primary Responsibilities

• Event-Day Staff Check-In Assistance:
  Ensure all meal vouchers, clipboards, placement details, lanterns, menus, and any bar necessities are prepared for check-in. This includes setting up the check-in area. Uphold Uniform Guidelines, Alcohol Compliance, and Food Safety Laws before clocking in for shifts. Includes prescreening uniforms, communicating venue policies and procedures, assisting staff with uniform exchanges, understanding differences between uniform types in inventory, and guiding TEMP workers to assignments.
• Supervision of Point-of-Sale (POS) Operations:
  Train and support cashiers on Clover Sport POS operations (logging in/out, processing transactions, refunds, troubleshooting, Krewe Card stored value, discounts). Conduct pre-shift meetings, resolve guest conflicts, ensure POS equipment is functional, monitor line speeds and guest interaction, inform cashiers about the survey program, provide additional training as needed, and manage in-seat orders and concierge-related tasks.
• Guest Service Best Practices Implementation:
  Complete guest service audits, review guest survey results, communicate action plans to the team, track progress on guest service metrics, and stay knowledgeable about stadium operations and venue layout.

Qualifications

• 2+ years supervisory experience in food & beverage or concessions operations
• Strong communication and problem-solving skills
• Ability to train and support a team in a fast-paced environment
• Proficient in POS systems
• Customer service background
• Skilled in managing guest conflicts and ensuring positive guest experiences
• Committed to improving customer service and team performance through coaching

Mental & Physical Demands

• Regularly required to stand, walk, lift, carry, reach, squat, push and pull; up to 12 hours during a single shift in stadium environments
• Outdoor venues with heat and humidity; extreme temperatures
• Ability to learn new tasks, remember processes, maintain focus, and make timely decisions
• Ability to lead teams and communicate clearly in time-sensitive situations

Legends & ASM Global is an Equal Opportunity/Affirmative Action employer and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.

Raymond James Stadium:
Legends is the official hospitality partner, overseeing the stadium food and beverage program for concessions, suites, and premium areas for all game days, concerts, and events.