Supervisor, Fan Experience

Job summary

The Fan Experience Supervisor oversees frontline staff and event-day operations to ensure a safe and memorable guest experience. They act as the primary point of contact for staff, manage crowd flow, and handle escalated guest issues.

Job details

At Calgary Sports and Entertainment Corporation (CSEC), we deliver excitement. Our mission is to be the heartbeat of our community by creating connections, building champions, and winning, together. If you’d like to join a team that’s people-first, diverse, innovative, and energized about delivering extraordinary fan experiences to our guests, then we’d love to sign you to our team! THE POSITION As a Fan Experience Supervisor within the Fan Experience and Security Team, your focus will be to ensure that every guest has a safe, enjoyable, and memorable experience. Guided by our commitment that Every Moment Matters, you will oversee frontline staff, handle in-venue issues, support game day operations, and help uphold brand standards for service excellence. You will serve as a point of contact for Fan Experience staff, understanding their roles and responsibilities to provide support, guidance, and assistance throughout each shift. Beyond supporting the team, you will act as the eyes and ears of the venue: looking and listening for fan feedback, identifying potential hazards and recognizing both elements that detract from and those that elevate the overall fan experience. If you’re passionate about people, thrive under pressure, and want to play a key role in delivering world-class experiences, this is your opportunity to bring exceptional fan experience to the heart of Calgary’s events. WHY JOIN THIS TEAM * Be able to be a part of something that is bigger than one person and is a true team environment, without all of us, events cannot happen. * Opportunity to connect with real people and have the ability to make a lasting impact on one's experience. * Gain valuable experience in Sports and Entertainment with both back and front of house experiences. * Get to be a part of some of the most exciting events in Calgary's history! KEY RESPONSIBILITIES * Embodying CSEC’s values in a consistent and positive manner. * Oversee all fan-facing areas on event days (entry gates, concourses, seating bowls, etc.) * Serve as an on-site supervisor for Fan Experience Team Members in various positions including ticket scanners, primary screeners, section hosts, and crowd managers. * Conduct pre-event briefings with staff covering event details, expected attendance, policies, procedures, and tactical skill reviews. * Monitor venue flow and proactively respond to crowd-management needs. * Train and coach frontline staff on service excellence, communication skills, and safety procedures. * Assist with staff scheduling and deployment across various zones of the venue. * Help maintain a positive, high-performance culture among part-time Fan Experience staff. * Serve as the escalation point for guest issues that frontline staff are needing to escalate. * Document incidents such as fan altercations, injuries, lost children, and security incidents. * Conduct post-event briefings to review outcomes, address incidents, and provide staff recognition. * Work closely with security, medical, and operations teams during events, maintaining regular communication with the Command Centre for all incidents requiring support. * Ensure the highest duty of care for all fans, prioritizing guest safety from ingress to egress. * All other duties as assigned. THE INDIVIDUAL The ideal individual will have the following background: * Strong leadership and people-management skills. * Excellent communication and conflict resolution abilities. * Ability to remain calm under pressure and exercise sound judgment. * Service Excellent and Fan Experience driven mindset. * Familiarity with event operations, crowd management, and safety protocols. * Ability to work nights, weekends, and holiday event schedules. * Physical ability to stand, walk, and climb stairs for extended periods, indoors or outdoors, in all weather conditions. This position will remain open until suitable candidates are found. CSEC is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.

What you’ll do

The Fan Experience Supervisor oversees frontline staff and event-day operations to ensure a safe and memorable guest experience. They act as the primary point of contact for staff, manage crowd flow, and handle escalated guest issues.

Requirements

The ideal candidate possesses strong leadership and conflict resolution skills with a background in event operations or crowd management. They must be available to work nights, weekends, and holidays, and be physically capable of standing and walking for extended periods.

Listed skills

• Leadership · Preferred
• Communication · Preferred
• Conflict Resolution · Preferred
• Coaching · Preferred
• Decision Making · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Leadership
• People management
• Communication
• Conflict resolution
• Event operations
• Crowd management
• Safety protocols
• Staff training
• Coaching
• Incident documentation
• Service excellence
• Decision making
• Composure
• People Management
• Event Operations
• Safety Procedures
• Management
• Conflict Resolution
• Innovation
• Operations
• Scheduling
• Calmness Under Pressure
• Customer Complaint Resolution

Job areas

• Sports & Recreation
• Security & Safety
• Customer Service & Support
• Management & Leadership
• Hospitality
• Customer Experience Supervisor
• Operations Supervisor (General)
• Manufacturing Managers
• General and Operations Managers

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