Zone Leader, Guest Experience - Inglewood, CA

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 i ...

Job description

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, 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.

More Specific Responsibilities Include, But Are Not Limited To

• 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.

We'd Love to Hear From People With

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.

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 50 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

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

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.

Benefits/Perks:

• 401(k): Eligibility to participate in the Company's 401(k) program. Hollywood Park will match the first 3% at 100% and 50%, thereafter, up to 5%.
• Perkspot: Discounts on many products and services (e.g, travel, gym memberships, entertainment, electronics, etc.)
• EAP: Access Hollywood Park's Employee Assistance Program. Receive up to 3 confidential counseling sessions per calendar year. Child care and elder care resources.

Compensation:

Starting rate: $23 - $25 per hour

In compliance with the California Pay Transparency Act, compensation information provided is a good faith estimate for this position only. Hollywood Park considers a candidate's education, certification, prior experience, as well as internal and external data when determining the salary level for potential new employees. Only in exceptional circumstances, if an external candidate has the experience, credentials, or expertise far exceeding what is expected for the position, would Hollywood Park consider paying a salary or rate near the higher end of the range.