Premium Experience Manager

POSITION: Premium Experience Manager                   

DEPARTMENT: Operations     

REPORTS TO: Premium Director

FLSA STATUS: Exempt            

LEGENDS GLOBAL

Legends Global is the premier partner to the world's greatest live events, venues, and brands. We deliver a fully integrated solution of premium services that keeps our partners front and center through our white-label approach.

Our network of 450 venues worldwide, hosting 20,000 events and entertaining 165 million guests each year, is powered by our depth of expertise and level of execution across every component feasibility & consulting, owner’s representation, sales, partnerships, hospitality, merchandise, venue management, and content & booking of world-class live events and venues.

The Legends Global culture is one of respect, ambitious thinking, collaboration, and bold action. We are committed to building an inclusive workplace where everyone can be authentic, make an impact, and grow their career.

Winning is an everyday thing at Legends Global. We have the best team members who understand every win is earned when we come together as one unified team. Sounds like a winning formula for you. Join us!

THE ROLE
As the ambassador of hospitality across Highmark Stadium’s all-inclusive Founders Club and the Buffalo Bills team dining facility, the Premium Experience Manager leads themselves and their team members with warmth, precision, and purpose.

This role leads food & beverage operations in Highmark Stadium’s all-inclusive Founders Club, guiding a dedicated team to deliver best in class, high-touch experiences that foster guest loyalty and elevate the Buffalo Bills brand.

Concurrently, and throughout the year, the manager partners with the team dining chef to oversee hospitality and service execution within the team dining room, providing a refined and discreet environment for Buffalo Bills players, coaches, administrative, and business staff.

ESSENTIAL DUTES AND RESPONSIBILITIES

• Serve as the primary contact for VIP guest and Buffalo Bills team dinning needs, providing a targeted, space specific, best in class experience
• Lead team members in operations and service standards
• Coordinate with Premium director to ensure operational success of spaces
• Achieved planned costs in labor and COGS and work within budgeted guidelines.
• Build strong, long-term connections with to enhance client loyalty and retention
• Implement programs for guest preferences and personalization
• Partner with the culinary team to exceed clients’ expectations including menu development, tastings and communicating service standards
• Oversee rentals and client vendors including building management COI required for all events. Vendors to include, floral, décor, entertainment, and audio visual/sound
• Gather and analyze client feedback to identify improvement opportunities
• Assist in planning and executing surprise-and-delight moments.
• Coordinate exclusive moments with Buffalo Bills players and team members
• Innovate new ways to elevate the premium experience
• Ensure seamless operational execution on game day and event day
• Troubleshoot and resolve issues in real time
• Hire, schedule, and oversee hourly club employees and front of house team dining members.
• Manage hourly venue staff by coaching, counseling, monitoring performance, and performing disciplinary actions when appropriate
• Perform additional related duties, tasks and responsibilities as required

QUALIFICATIONS

To perform this job successfully, an individual must be a self starter and able to perform each essential duty with energy and enthusiasm. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE     

• Minimum of 3 years of experience in high-end hospitality environments, with a proven ability to lead and inspire teams to deliver exceptional service.
• Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred.
• Demonstrated success in planning and executing high-volume events for 500 to 1000 guests, with meticulous attention to detail and flawless coordination.
• Strong leadership background within renowned fine dining establishments, luxury hotels, or exclusive private clubs, including managing staff, setting standards for excellence, and cultivating a positive, performance-driven culture.
• Exceptional discretion, integrity, and trustworthiness, with a commitment to upholding client confidentiality and representing the brand with professionalism.

SKILLS AND ABILITIES

• Supervisory experience with the ability to motivate and lead teams
• Ability to effectively manage and produce in a matrixed environment
• Excellent interpersonal and communication skills
• Excellent written and verbal communication skills, with the ability to communicate with all levels of staff
• Excellent organizational skills with the ability to prioritize workload and multitask in a fast-paced environment
• Strong problem solving and creative skills, and the ability to exercise sound judgment
• High level of integrity and dependability with a strong sense of urgency and result-orientation
• Knowledge of accounting policy and procedures is preferred
• Experience in a union work environment preferred.
• Must have sufficient mobility to perform tasks including constant reaching, bending, stooping, wiping, pushing, and pulling for extended periods of time.
• Specific vision abilities required by this job include close vision and the ability to adjust focus.
• Must be flexible to work extended hours due to business requirements including late nights, weekends and holidays including all games and major stadium events.
• Must have the ability to lift, push, pull approximately 25lbs
• Must be able to stand and/or walk for up to 10 hours during a single shift, while navigating ramps, stairs and elevators.

WORKING CONDITIONS

Location: On Site (Highmark Stadium/Buffalo Bills - Buffalo, NY)

COMPENSATION

Competitive salary, commensurate with experience, and a generous benefits package that includes: medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.

Legends Global is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or genetic information.