Guest Experience Manager

POSITION:              Guest Experience Manager
DEPARTMENT:       Event Services
REPORTS TO:         Director of Event Services
FLSA STATUS:       Salaried, Exempt

SALARY: $68,640-$75,000 Annually

Summary 
As the world’s leading venue management company and producer of live event experiences, ASM Global is the preeminent management and content partner with over 350 venues worldwide. Operating and investing in the world’s most important stadiums, arenas, convention centers, and theaters requires unmatched dedication and the most profound expertise. Our focus is YOU! Through investments in growth, resources, and technology we strive to enhance the experience of our internal Team Members and to continue creating amazing live experiences for the guests that we serve.

The Guest Experience Manager will assist in ensuring a safe, comfortable, and excellent guest experience through planning, monitoring, and managing many aspects of the Guest Experience department before, during, and after events. The coordinator will handle all administration tasks of the departments including scheduling, time clock reporting, maintaining equipment and more.

Essential Duties and Responsibilities
•    Manage and schedule part-time event Supervisors, Ushers and Ticket Takers for events. 
•    Resolve venue guest challenges, concerns and complaints as needed before, during and after events to generate and maintain positive public relations.
•    Coordinate with Box Office, Security, and Parking to prepare staffing and logistics for events to provide for an optimal guest experience.
•    Develop and implement a Save Mart Center Guest Experience training program to increase awareness of policies and procedures and to maintain a high-level execution of guest experience.
•    Hire and discipline part-time staff in coordination with Human Resources.
•    Manage large crowds under constantly changing event environments by anticipating problems and appropriate solutions.
•    Develop, implement, and oversee all administrative tasks for the department: scheduling, Lost & Found, inventory, processing data reports and analysis for events, track and maintain budgets.
•    Serve as primary administrator for ASM Global INSIGHTS customer feedback platform and Raven event incident management platform. 
•    Assist guests with special needs and ensure compliance with American with Disabilities Act (ADA) and translation services when needed.
•    Serve as Manager on Duty for some events.
•    All other duties/responsibilities as assigned.

Qualifications
•    A minimum education level of: BA/BS Degree (4-year)   
•    A minimum of 2-4 years of related work experience in events, hospitality, or similar fields
•    Prior experience working in a fast-paced environment, demonstrating an ability to work under pressure, multi-task, recognize problems and find solutions.
•    Demonstrated skills working well with fellow staff members.
•    Ability to work long irregular hours for an extended period of time as dictated by events and schedule, including nights, weekends and holidays.
•    Excellent communication skills.
•    Ability to stand or remain in a stationary position and walk or move about an area for long periods of time.  Ability to lift or move/position items weighting up to 30 lbs.
•    Proficiency in Microsoft Office programs (Word, Excel, Outlook, PowerPoint).
•    Ability to read, listen, and communicate effectively in English, both verbally and in writing

NOTE: The essential responsibilities of this position are described under the headings above.  They may be subject to change at any time due to reasonable accommodation or other reasons.  Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

ASM is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.