Part-Time Guest Services Supervisor

Location Type: On-site

 

Department: Stadium Operations

Reports to: Sr. Director, Guest Services

Classification: Part-time/Non-exempt/Seasonal

Summary/Objective:

The Houston Astros are seeking a Part-time Guest Services Supervisor to support daily ballpark operations and lead frontline Guest Services team members. This role plays a key part in ensuring exceptional fan experiences by providing oversight, guidance, and real-time support to Guest Services Representatives across multiple areas of the ballpark. This position requires strong communication, teamwork, and initiative to support both guests and staff in a fast-paced environment.

For the 2026 Houston Astros Baseball Season, our employee minimum work commitment consists of:

• All team members will be required to work at least 250 hours during Astros regular season home games.
• Every employee must commit to working at least ten Saturday games and ten Sunday games.
• The standard clock in time for weekday games with a 7:10 p.m. start is 4:30 p.m. There will be no late clock in times for Saturday and Sunday games.

Essential Functions & Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Reinforce the Astros’ commitment to delivering a positive, memorable guest experience while ensuring service standards are consistently upheld.
• Monitor assigned areas and team performance to ensure guest needs are met in a timely, professional, and proactive manner.
• Address guest inquiries, concerns, and service recovery situations, de-escalating issues and guiding staff through appropriate resolution strategies.
• Orchestrate the proper placement and movement of an assigned staff so that our guests receive excellent service that helps build positive, memorable experiences.
• Check regularly with their team to offer assistance and schedule a rotation so that each employee receives the allowed break.
• Serve as the first point of escalation for guest, operational, and safety-related incidents, resolving routine issues independently and escalating as appropriate.
• Provide clear direction to staff during incidents, emergencies, or service disruptions, ensuring adherence to established protocols.
• Maintain a safe and welcoming environment by enforcing policies, monitoring crowd flow, and proactively identifying and mitigating risks.
• Ensure team compliance with uniform, attendance, conduct standards, and all safety and operational procedures.
• Manage the event employees assigned to their team and oversee their development through mentoring and on the job training.
• Collaborate with fellow supervisors and cross-functional teams to ensure consistency in operations across all ballpark areas.
• Coordinate with Security, First Aid, and Operations teams during incidents and assist with required documentation and reporting.
• In emergency situations, Supervisors assume a leadership position in accordance with the ballpark procedures.
• Support game-day execution, including stadium-wide initiatives, special events, and premium service activations.
• Through knowledge of ballpark operations, policies, procedures and specific game/event information.
• Take initiative to identify opportunities to improve guest experience, operational efficiency, and team performance.
• Perform other duties as assigned.

Education and/or Experience & Skills:

• Previous Guest Services, customer service, or event operations experience preferred
• Strong interpersonal, communication, and problem-solving skills
• Ability to lead by example in a fast-paced, high-volume environment
• Comfortable managing multiple priorities and responding quickly to changing needs
• Ability to remain calm and professional while handling difficult situations
• Flexible availability, including nights, weekends, and holidays
• Must be able to work most home games; weekends are required

Preferred

• Prior supervisory or team lead experience
• Knowledge of Houston Astros baseball and ballpark operations
• Bilingual (English/Spanish or Japanese) is a plus
• Experience with ticketing systems or event operations platforms

For Internal Candidates ONLY:

• Has maintained employment with the Houston Astros in the Guest Services Department for a minimum of six months.
• Strong attendance record, with a demonstrated history of reliability and punctuality throughout the season.
• Meets or exceeds availability expectations, including consistent commitment to weekends, high-attendance games, and key events.
• No active corrective counseling or recent disciplinary actions within the current season.
• Proven ability to maintain professionalism and a positive attitude in high-pressure or challenging situations.
• Demonstrated leadership behaviors, including supporting peers, taking initiative, and serving as a role model on shift.
• Strong communication and interpersonal skills, with the ability to effectively interact with guests, peers, and leadership.
• Ability to independently handle routine guest and operational issues, with sound judgment on when to escalate.
• Through knowledge of ballpark operations, policies, procedures and specific game/event information.
• Demonstrated accountability and trustworthiness, including following through on responsibilities and assignments.

Work Environment

This position operates primarily in a stadium environment, with job duties and responsibilities performed both indoors and outdoors. Employees will be regularly exposed to varying weather conditions, including extreme heat or cold, rain, etc. The noise level in the work environment is generally moderate but can increase significantly during events, ranging from low to very loud depending on crowd size and stadium activity.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close and focused vision. Ability to regularly work on your feet for long hours and climb stairs/ramps throughout the ballpark. The Position requires ability to walk long distances and stand up 4 to 5 hours without a break. The ability to lift up to 25 pounds on occasion.

Position Type and Expected Hours of Work

This is a part-time position. Must have availability to work most home games. Working weekends is a MUST. Friday, Saturday, and Sunday games tend to be our busiest!

For the 2026 Houston Astros Baseball Season, our employee minimum work commitment consists of:

• All team members will be required to work at least 250 hours during Astros regular season home games.
• Every employee must commit to working at least ten Saturday games and ten Sunday games.
• While the standard clock in time for weekday games with a 7:10 p.m. start will remain unchanged, the latest arrival will be moved to 5:30 p.m. There will be no late clock in times for Saturday and Sunday games.

Travel:

No travel is expected for this position.

Other Duties

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 with or without notice.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

EOE/M/F/Vet/Disability

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.