Front of House Supervisor

POSITION: Usher Supervisor                     

DEPARTMENT: Front of House, Van Andel Arena    

REPORTS TO: Front of House Manager                 

FLSA STATUS: Non-exempt, Hourly                      

LEGENDS & ASM GLOBAL

Two powerhouse companies have joined forces to redefine excellence in sports, entertainment, and live events. Together, we combine unmatched expertise with a global reach, offering end-to-end solutions – from venue development and event booking to revenue strategy and hospitality.

Legends brings a 360-degree, data-driven approach across Global Partnerships, Hospitality, Merchandise, and Attractions, working with top-tier clients to deliver exceptional experiences.

ASM Global, the world leader in venue management and live event production, oversees 350+ iconic venues stadiums, arenas, conventions centers and theaters.

Our organization is committed to building an inclusive, innovative environment where differences drive solutions that benefit our team members, guests, and partners. Guided by our values of respect, integrity, and accountability, we create a workplace where everyone can succeed. Are you ready to be part of the team that is transforming live entertainment? Join us to make legends happen!

THE ROLE

The Front of House Supervisors will be responsible for managing and supervising the ushers and Front of House staff, ensuring the efficient and effective operation of guest services during events, and maintaining positive experiences for guests while upholding safety and security standards.

Essential Duties and Responsibilities

• Train and supervise Front of House Staff on customer service expectations and safety protocols.
• Distribute Front of House information (Usher Sheets) and facilitate nightly Usher Meeting.
• Oversee Front of House operations during events, ensuring guests are seated efficiently, aiding and addressing any patron concerns.
• Ensure Front of House Staff enforce safety procedures, including crowd control, emergency exits, and venue-specific rules, to maintain a secure environment for all attendees.
• Act as a point of contact for staff and guests, addressing concerns or complaints in a professional and timely manner.
• Assign positions for Front of House Staff during shifts, ensuring adequate coverage of the venue for events and adjusting as necessary based on attendance and event requirements.
• Facilitate additional Front of House activities as needed, such as VIP activations or in-house programs.

Supervisory Responsibilities (if the specific role needs it)       

The Front of House Supervisors will carry out supervisory responsibilities in accordance with all Legends and ASM policies and applicable laws. Responsibilities include training employees; assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty with energy and enthusiasm. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience          

• Must be 18 years of age or older.
• High school diploma or equivalent required.
• Customer service background in one or more of the following industries: hospitality and events, restaurants, retail, etc.

Skills and Abilities  

• Excellent customer service and interpersonal skills.
• Ability to perform each essential duty with energy and enthusiasm.
• Strong problem solving and analytical skills.
• Excellent verbal and written communication skills.
• Ability to adapt to changes in the work environment, managing competing demands, frequent changes, delays, or unexpected events.
• Good organizational skills.
• Ability to stand or walk for long periods of time.
• Ability to diffuse tense situations.
• Ability to work under pressure, and with limited supervision.
• Maintain a professional appearance, attitude, and work ethic.

WORKING CONDITIONS

Location: On Site, Van Andel Arena

Physical Demands

The physical demands described he