Guest Experience Manager

Position Overview: 

The Guest Experience Manager will guide and support staff to deliver excellent customer service standards that ensure a welcoming and safe guest experience and work environment.  Manages part-time staff and is responsible for overseeing the day-to-day administrative operations of the department. Continually works toward improving all levels of service to increase the guest experience and improve overall performance.

Supervisory Responsibilities:

Manages 400-500 part-time Guest Services & Event Security staff. Responsibilities include interviewing, hiring, training, and planning, assigning and directing work; rewarding and disciplining employees; addressing complaints and resolving problems. Responsible for overseeing and supervising employee relations of a large, diverse staff to ensure operational success. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Essential Functions: include the following,

• Monitors employee relations in the department, provides coaching/counseling to staff on work issues, disciplinary actions, problems, policies and procedures and is a liaison between staff and management.
• Monitors guest feedback platforms to ensure all building and event inquiries, questions, and concerns are addressed. Supervises dispatch, building reception, and other information channels. Provides responsive customer service and service transformation to our guests and employees. Follows up when necessary.
• Works with third party vendors to produce fan surveys and other data collection services necessary for department growth.
• Creates, plans, executes and facilitates Guest Services and Security training programs for upcoming season including orientation for new employees and veterans, policies and procedures, supervisor/lead training, customer service training, job-specific training and building wide/ department-specific training.
• Builds staff knowledge and virtual training opportunities via online Learning Management Systems.
• Maintains staffing levels for successful operation of department and keeps staffing numbers at the appropriate level throughout the season.
• Manages the hiring process for interviews, orientations, on-boarding and temporary help as needed.
• Assists with the creation, implementation, monitoring and enforcing of department policies and procedures.
• Develops incentive programs to build enthusiasm and reward employees for work accomplishments.
• Works closely with Supervisors and Leads to meet event and departmental needs.
• Maintains and documents departmental employee records to ensure compliance state, league and building policy
• Functions in a team environment.
• Other duties as assigned.

The qualified individual personifies our core values of INTEGRITY, TEAMWORK, PASSION, and EXCELLENCE at all times.

Education / Qualifications:

• Bachelor's Degree (B.A.) in Business Administration, Communications, Public Relations or related field required; or equivalent combination of education and experience.
• Must have a minimum of 5 years management experience in Customer Service at a public facility; such as an arena, hospital, hospitality, or entertainment venue
• Requirement of TCPS Level 2 Security license and/or must be obtained within 90 days of employment.
• Familiarity with all aspects of dispatch;
• Proficiency in Microsoft Word, Excel, Outlook, Access, and PowerPoint is preferred
• Must be able to manage a large staff and maintain a professional environment
• Must have the ability to work in a team environment and handle several projects at once and under pressure
• Must possess excellent customer service skills
• Must have excellent written & verbal communication, organizational and negotiating skills
• Must be able to interact with difficult guests in a professional manner at all times

Work Environment/Physical Demands:

• Requires extensive mobility to walk and to stand for up to 6 hours without a set break
• Requires extensive mobility to walk up and down aisles and stairs for up to 6 hours per event and move quickly between floors
• Requires the ability to lift and/or move up to 25 lbs
• Ability to respond on an immediate basis during normal business hours, after hours and on weekends via mobile phone is required. Company phone allowance is provided
• The noise level in the work environment is moderate, however, during events; the noise level may be loud
• Required to work nights, weekends, and holidays.  Non-traditional work hours.

AMERICANS WITH DISABILITIES ACT - JOB ACCOMMODATION REQUESTS
Any individual who requests a job accommodation due to a physical or mental impairment will require a dialogue with Human Resources to determine if the individual can perform the essential duties of the job, with or without a reasonable accommodation. Medical documentation will be required to support any request for medical restrictions that impact job duties. 

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.