Guest Services Engagement Manager

Position Title: Guest Services Engagement Manager

Department: Guest Services

Reports to: Assistant Director, Guest Services

FLSA Status: Exempt / Full-Time Salary

Union Code:  Non-Union

Minimum Pay Rate: $70,000

Maximum Pay Rate:  $75,000

Join Our Team at Barclays Center!

Congratulations on taking the first step toward embarking on an exciting new adventure at Barclays Center! 

At Barclays Center, we're more than just a venue – we're a dynamic community driven by a shared passion for creating unforgettable live experiences. We're dedicated to nurturing our team members and empowering them to thrive in an environment where innovation, collaboration, and a love for sports entertainment intersect.

If you're someone who lives and breathes events, fueled by an unwavering passion for creating magic in every moment, then we want you to join us in shaping the future of live entertainment. Come be a part of our vibrant community, where every day offers the chance to inspire, innovate, and make memories that last a lifetime.

Our Company Values

We understand that it is important for you to know what our values are to determine if they align with yours. Our four company values, Care, Integrity, Accountability and Growth Mindset, are reflected in everything that we do here at Barclays Center. From the interview process to employee recognition, we make certain to incorporate our four values.

Key Attributes for Success

To excel in this role, candidates must possess a genuine passion for service, strong teamwork abilities, adaptability, effective communication skills, a guest-centric approach, problem-solving capabilities, and keen attention to detail. These attributes are essential for creating unforgettable experiences and maintaining a positive atmosphere for our guests. Joining our team promises not only a fulfilling experience but also an opportunity to make a meaningful difference in the lives of our guests and contribute to the success of Barclays Center.

Genuine Passion for Service:

• Desires to exceed guest expectations and create unforgettable experiences.
• Enjoys demonstrating enthusiasm and dedication in providing exceptional service.
• Wants to make every interaction memorable and positive.

Strong Teamwork Abilities:

• Enjoys collaborating effectively with colleagues and partners.
• Likes building and nurturing strong relationships within the team.
• Values the importance of teamwork in achieving shared goals.

Adaptability:

• Enjoys handling unexpected challenges with flexibility and composure.
• Wants to quickly adjust to changes in the environment to ensure guest satisfaction.
• Thrives in dynamic and fast-paced work environments.

Effective Communication Skills:

• Desires to listen attentively and respond empathetically to guests and colleagues.
• Enjoys conveying information clearly, confidently, and with warmth.
• Wants to communicate with clarity and precision to ensure understanding.

Guest-Centric Approach:

• Values putting guests at the center of all actions and decisions.
• Likes anticipating guest needs and consistently exceeding expectations.
• Wants to create a welcoming and positive atmosphere for all guests.

Proactive Problem-Solving:

• Desires to identify and resolve issues creatively and efficiently.
• Enjoys handling guest concerns with empathy and professionalism, turning challenges into opportunities.
• Likes taking initiative to address potential problems before they escalate.

Meticulous Attention to Detail:

• Wants to pay close attention to details that contribute to guest satisfaction.
• Enjoys ensuring every aspect of service delivery is meticulously executed to maintain high standards.
• Desires to take pride in delivering flawless experiences through meticulous attention to detail.

ESSENTIAL DUTIES & RESPONSIBILITIES: What You Will Do

• Champion Barclays Center’s guest-first philosophy by modeling empathy-driven communication and customer-focused behaviors across all interactions with staff and guests.
• Maintain Barclays Centers’ positive reputation for premium service and reduces liabilities by

hiring, training, and supervising part-time staff of usher ticket takers, guest service representatives, and supervisors.

• Enforce a vibrant customer-focused culture by rallying together key-stakeholders, ASM Global employees, as well as all the organization’s business partners and their personnel.
• Maintain and support the brand standards and generate positive public relations with Barclays Center guests.
• Maintain employees in all areas of responsibility, including, but not limited to, all entrances, event level, main and upper concourses, and public elevators.
• In house expert for all compliance with American with Disabilities Act (ADA).
• Responsible for all ticketing relocations and primary contact for Box Office leadership.
• Implement formal guest feedback loops by tracking and analyzing guest concerns and compliments with the expectation of following through with the guest 100% of the time.
• Manage the Guest Services departmental communication methods (e-mail, phones) by responding to guest inquires, concerns, and feedback in a timely and professional manner.
• Lead manager for programming and guest services initiatives.
• Support in directing Guest Services staff in managing large crowds under constantly changing event environments.
• Resolve any escalated employee complaints/concerns. Have a pro-active approach to prevent any negative employee experience.
• Leader of Guest Xperience Program and ensure 100% response and resolution, delegate to guest services management team.
• Take ownership of resolving negative guest experiences by addressing feedback received in real-time during an event with the goal of restoring guest satisfaction.
• Enforce all arena rules, regulations, policies, and procedures.
• Oversees employee issues to ensure management team follows Barclays Center policies and procedures as well as union contract(s).
• Assist in planning, leading, and executing events which include sporting events, concerts, and others as assigned.
• Assistance with recruiting, interviewing, selecting, and training Guest Services staff according to guidelines established by ASM Global and Barclays Center.
• Review and recommend day-to-day operational policies and procedures for the department.
• Plan and lead guest service meetings as required.
• Regularly report guest analytical data, trends, and service initiatives to the Assistant Director to ensure full awareness and alignment on customer-first priorities.

CANDIDATE PROFILE: Who You Are

• A Guest Services subject matter expert with a minimum of 3 years of related work experience in customer/guest service experience in a sports/live entertainment facility (i.e., theatre, arena, sports venue, concert venue, stadium). 
• Guest centric leader who has a BA/BS in Sports Management, Communication, or related area.
• Some experience in event planning and/or event execution experience in sports/live entertainment facility.
• Proven ability to strategize guest service opportunities with minimal supervision.
• Has a minimum of 2 years Leadership experience.
• 2+ years of practice creating and teaching/delivering effective employee training programs, preferably in customer service.
• An enthusiastic leader who’s managed union and non-unionized employees.
• Interactive leadership, can stand/walk for long periods of time and can lift 30 lbs. 
• Flexibility to work nights, weekends, and holidays as business dictates.
• Able to teach others how to use all Microsoft Office Programs and employee scheduling systems.

KEY COMPETENCIES: Skills You Possess

• Extraordinary leadership skills. Ability to deal effectively with Human Resources and personnel problems; to deal constructively with conflict; to motivate, provide counsel and execute applicable solutions.
• Responsible for the policies, systems and processes that provide a strong foundation and support the company culture.
• Ability to apply conflict resolution and problem-solving skills in a team-oriented environment.
• Exceptional experience in leading, motivating and developing employees.
• Dynamic communicator and cross-organizational collaborator.
• Inspire and influence teams across the company to work together towards common goals.

ASM Global reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. ASM Global may require an employee to perform duties outside his/her normal description.