Street Team Supervisor

Position: Street Team Supervisor

Department: Event Services, Fan Experience

Reports to: Assistant Manager, Fan Experience

POSITION SUMMARY:

At Canucks Sports & Entertainment our fans and guests are everything to us, and it is our vision that they have an extraordinary experience every time they enter our arena - whether it is their first, second, or 100^th time here. We strive to create memorable moments and lasting relationships with our fans and guests, and we do that through delivering exceptional service.

Each and every one of our employees plays a very important role in providing an exceptional experience to our fans and guests. We need positive, energetic and enthusiastic individuals with an accomplished background in customer service to help create that extraordinary experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
(other duties may be assigned as required)

• Supervise Street Team Members, providing support and focus to the delivery of exceptional service to every guest who enters Rogers Arena
• Monitor game night staff deployments and execution of game night programming
• Administer giveaway opportunities to staff and ensures all staff members are enthusiastically and proactively engaging with fans
• Create a positive work environment for staff by providing ongoing clear, specific, and timely coaching, recognition, and feedback to ensure operational success and excellence
• When not scheduled for a supervisor shift, the Street Team Supervisor will assume the role of a Team Lead, ensuring seamless operations and consistent team performance
• Provide training and onboarding of new Street Team Members
• Engaging with fans in our Family Zone through poster making, colouring stations, the step and repeat wall, and other fan programs
• Engage with young fans and families to promote and grow our Kids Club program, actively supporting the team in identifying and recruiting new members while enhancing the overall fan experience.
• Conduct annual performance reviews for all Street Team Members
• While on shift, the Supervisor will support the Team Lead by providing guidance, addressing any issues, and helping to maintain a positive and productive team environment
• Ensure Street Team staff have all essential equipment ready at the start of their shift
• Lead Pre-Event briefing to communicate event information to the Street Team staff
• Log all fan engagement requests throughout the game to meet nightly engagement targets
• Model great customer service and makes necessary operational adjustments to ensure a positive fan experience
• Respond to guest problems and questions, ensuring appropriate action is taken by the staff
• Communicate appropriate event incidents and reports to Assistant Manager, Fan Experience
• Communicate with other operations groups to maximize fan engagement opportunities for fans
• Recommend improvements and new suggestions for current operations
• Maintain knowledge of safety and emergency procedure

REQUIRED EXPERIENCE AND QUALIFICATIONS:

• Supervisory experience in the hospitality/service industry, including experience in hiring, motivating, coaching, directing a sizable group of employees
• Experience in a supervisory role in the event or service industry
• Demonstrated commitment to customer satisfaction
• Excellent interpersonal skills with the ability to interact positively and professionally with a diverse customer base
• Strong communication skills with the ability to present information and instructions in a a clear, concise and confident manner
• Excellent problem solving and crisis management skills while remaining calm and professional
• Physically able to walk up and down stairs, stand for a significant portion of the shift, work in a crowded and noisy environment
• A confident, friendly, approachable, and outgoing team player
• Able to handle periodic lifting requirements of approximately 30 lbs. of weight
• Must be 19 years of age or older
• Presence in the form of personal authority and maturity
• Available to work 80% or more of the hockey games each season
• If you are a non-Canadian resident, you must hold a valid work permit that expires no earlier than December 2025.

This position will remain open until filled.