Who are we hiring?

The Manager Guest Services & Tours is responsible for providing the highest level of guest service within a safe and secure environment for our clients, guests, and employees during public functions. This includes working collaboratively with Security, Medical, Box Office, and Event Production. Direct oversight of Guest Services Supervisors, Ushers, Ticket Takers, and Tour Guides. This position reports into the AGM Theatre Operations.

What will you do?

• Interact with customers at events (and cancelled events) to address concerns and ensure a positive overall experience.
• Uses creative management skills to resolve customer and team member concerns by working with divisions and generates responses in writing or orally. Implements resolutions by using discretion and judgment.
• Manage all Guest Services event functions.
• Provide the highest example of customer-based service for our employees.
• Facilitate Guest Services pre-event staff meeting to inform staff of all pertinent event information. Assign guest relations/usher supervisors to designated posts.
• Supervise Guest Services supervisors and leads to ensure smooth and efficient operations during the assigned shift.
• Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs guest relations leads/supervisors in the details of work. Observes performance and encourages improvement.
• Oversees Scheduling, Time and Attendance and Payroll by actively utilizing company systems i.e. Workforce and SharePoint.
• Highly responsive to emergencies in a fast paced, time sensitive environment.
• Handles all managerial aspects of staff personnel including hiring, training, scheduling, payroll, performance management, disciplinary actions, succession planning to ensure best practices and consistency with daily guest relations and security operation.
• Ensures compliance with company standards to ensure consistent high-quality guest relations.
• Provide the highest example of customer-based service for our employees.
• Evaluate the quality of the guest experience through observation and by responding to feedback.

What do you need to succeed?

• The ideal candidate will have a minimum 5-7 years of prior Guest Services experience with direct responsibility for supervising and directing staff across a wide range of operating and customer service functions.
• Ability to compile and execute company and departmental standard operating procedures and procedures (SOP’s).
• Must be able to handle sensitive, heightened customer situations including on-site presence.
• Ability to resolve conflicts.
• Excellent verbal & written communication, organizational and time management skills required.
• Must be able to multi-task and prioritize in a deadline-oriented environment.
• PC skills including MS Word, Excel, Outlook and PowerPoint.
• Adept at maintaining a positive, open, approachable, and professional relationship with a diverse group.
• Demonstrates integrity, tact, diplomacy and a commitment to company values, and principles while ensuring the upmost consistency.

Special Requirements

• Must be able to work a flexible schedule inclusive of weekends, nights and holidays required.
• Must be willing to travel to other locations as needed.

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