Guest Service Senior Supervisor

City of Minneapolis
$99,161.00 - $111,606.00 Annually
medical insurance, dental insurance, life insurance, parental leave, vacation time, paid holidays, sick time, retirement plan, pension
United States, Minnesota, Minneapolis
Jan 17, 2026
Position Description This position ensures the safety and security of all guests, clients, employees, and visitors at the Minneapolis Convention Center (MCC), including its 550-space parking ramp, 150,000 sq. ft. marshaling yard, 28-space surface lot, and Plaza area. This role collaborates with security, emergency medical services, law enforcement, inspection services, fire, and traffic control to create a secure and welcoming environment for events. The Senior Supervisor also recruits, hires, schedules, and supervises the Guest Services Ambassadors, Concierge Attendant, Event Coordinators, Manager on Duty (MODs), and Guest Services Support Technicians (GSSTs), ensuring seamless event operations and overall venue success. Additionally, this position manages MCC's 24/7 Security Operations Center, which serves as the central hub for emergency and non-emergency responses, security video surveillance, access control, lost & found, fire detection and alarm monitoring, and incident documentation. There are two separate roles for this position but they both involve the safety and security of the Convention Center. One supervises the Security Operations Center overseeing the Guest Services Support Technicians and the other manages the Guest Services Ambassadors, Concierge Attendants, Security Coordinators and Event Coordinators . Job Duties and Responsibilities Ensuring Safety: The primary objective is to oversee and implement safety protocols and plans for events and activities taking place within and around the building, ensuring the well-being of guests, clients, visitors and City staff. Supervision and Mentoring: Guiding, mentoring, and providing support to Event Coordinators, GSSTs, Ambassadors, and Concierge staff, ensuring they understand their roles and responsibilities. Event Safety Planning: Collaborating with clients to create comprehensive safety plans for their events, addressing potential risks, and coordinating with event and building staff to execute these plans effectively. Building Management Liaison: Acting as a liaison between the MCC and the building security contractor, communicating important information, and addressing any facility-related concerns. Scheduling and Coordination: Handling the scheduling of the building manager on duty and the command center, ensuring smooth operations during events and day-to-day activities. Risk Mitigation & Threat Assessment: Identify security threats and recommend preventive actions to protect employees and assets. Guest Satisfaction: Providing exceptional customer service to all individuals in the building, offering information, directions, and assistance to ensure guests feel welcomed and have a positive experience. Supporting Event Staff: Filling in for event staff as needed, assisting in directing traffic outside the building, and aiding in the parking ramp to maintain efficient traffic flow. Conflict Resolution: Addressing and resolving conflicts or issues that may arise among guests, clients, or staff members in a professional and diplomatic manner. Quality Assurance: Conducting regular evaluations of guest services operations to identify areas for improvement and implement necessary changes to enhance overall service quality. Employee Training & Development - Recruit, train, and evaluate Guest Services staff, ensuring they are well-prepared, knowledgeable about their roles, and compliant with security protocols. Oversee ongoing training programs to maintain high standards in safety, emergency response, and operational procedures. Reporting and Documentation: Maintaining accurate records and documentation related to incidents, safety plans, and guest feedback for future reference and analysis. WORKING CONDITIONS: Varied working environment between Command Center, office and floor may be exposed to dangerous or hazardous situations such as security threats, unruly guests, or emergency situations. Required Qualifications MINIMUM EDUCATION: High School Diploma or equivalent. A cover letter and resume are encouraged but not required. MINIMUM EXPERIENCE Five or more years of related experience. EQUIVALENCY An equivalent combination of education and highly related experience in a similar environment may be considered. LICENSES/CERTIFICATIONS: None. Selection Process: The selection process will consist of one or more of the following steps :a rating of relevant education and experience and/or an oral examination (100%). It is important that your application show all the relevant education and experience you possess. This information will be used to determine which candidates will proceed in the selection process. A submitted application is also used to verify the answers to any supplemental questions. Only those candidates who attain a passing score (70% )on each step in the selection process will be placed on the eligible list. The City of Minneapolis Human Resources Department reserves the right to limit the number in any phase of the selection process. Background Check: The City has determined that a criminal background check and/or qualifications check may be necessary for certain positions with this job title. Applicants may be required to sign an informed consent form allowing the City to obtain their criminal history and/or verify their qualifications in connection with the position sought. Applicants who do not sign the informed consent form will not be further considered for the position. Union Representation: This position is represented by a collective bargaining agreement between the City of Minneapolis and the Minneapolis Professional Employees Association. For more information on the terms and conditions of this agreement please visit CSU ,https://www.minneapolismn.gov/government/departments/hr/labor-agreements/ Eligible List Statement: The names of applicants who meet minimum qualification and who pass the screening process shall be placed on the eligible list for employment consideration. This list will be certified to the hiring manager who may use the list to fill a vacancy of the same job title. This eligible list will expire three months after it has been established. Interview Selection: The hiring authority reserves the right to determine the maximum number of candidates to interview from the established eligible list. If the hiring authority decides to interview other than by exam score order, they may select additional people to interview based on a candidate's education or experience related to the field, work history, or skills uniquely related to the operational needs of the position. Knowledge, Skills and Abilities Knowledge of Local Regulations: Familiarity with local fire codes and safety regulations is essential for ensuring all events comply with legal requirements and industry standards. Conflict Resolution Skills: The ability to medicate and resolve conflicts between guests or staff members in a calm and professional manner is crucial for maintaining a positive atmosphere within the building. Customer Relationship Management: Building and maintaining positive relationships with clients, repeat guests, and key stakeholders will enhance the organizations reputation and contribute to the long term success. As the largest and most vibrant city in the state, Minneapolis depends on purposeful, dedicated and innovative employees. Minneapolis has a large variety of careers for people of all experiences and backgrounds who come together for a singular purpose-serving the residents, businesses and visitors of Minneapolis. The City of Minneapolis is proud to be an Equal Employment Opportunity and Affirmative Action employer.