We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
Minimum of seven (7) years of crowd management and guest services experience at a sports/entertainment venue, with an emphasis in business management.
Job Summary:
Responsible for the leadership, development, and implementation of a successful guest services program and account operations on the west coast of the U.S.A., immediately focused on, but not limited to, Salt Lake City, Utah and Dallas, Texas guest services operations. Position will provide the Senior Director of Guest Services & Venue Operations with nationwide support, which may include implementation at all existing locations and new accounts organically developed on the west coast as well.
Essential Duties and Responsibilities:
• Partner with other Regional Directors, Area Managers and Account Managers to ensure successful implementation of guest services program to existing account locations; drive performance and efficiency to maximize revenue and profitability
• Make recommendations on improvements to existing guest services policies, standards, and procedures to safeguard the company within the guest services program. In addition, recommend and implement new policies to strengthen the guest services program
• Responsible for the recruitment, leadership, development, coaching, and oversight of assigned account operations full-time members; including but not limited to, General Managers, Guest Services Managers, Guest Services Assistant Managers and Guest Services Coordinators
• Consistently manage and build relationships with assigned account management teams, venue clients, and all guest services event staff team members to ensure satisfaction and retention with an emphasis on supporting an inverted organizational structure chart
• Maintain, at minimum, monthly in-person or virtual meetings with account clients and document their feedback
• Develop and implement the guest services hiring, training and team member experience programs for guest services account operations
• Implement and oversee major event logistics, guest services staffing and redeployment plans, estimates and operational needs while working closely with account management teams to execute his or her direction
• Direct and oversee the transition process for newly acquired account operations, establishing an operational plan, creating a transition action plan, hiring and training plan, event preparations and equipment/uniform distribution processes
• Implement service measurement best practices and procedures for all accounts, including the development of a secret shopper program and review of guest, client and team member feedback as an effort to improve our guest services account operations
• Direct and assign Managers with annual planning, goals and budget responsibilities
• Inspection of accounts sites during event days and normal business operations
• Adhere to account budget(s) set forth including, but not limited to, overtime percentages, labor percentages, profit rate, open post rate and revenue
• Perform other duties and responsibilities as assigned
Minimum Qualifications:
• Located on the western half of the U.S.A
• Willing to travel up to 70% each month to assigned accounts and projects
• Valid Driver’s License
• Minimum of seven (7) years of crowd management and guest services experience at a sports/entertainment venue, with an emphasis in business management
• Background in a fast paced, ever changing business environment
• Experience growing a business at a rapid pace to become a market leader
• Passionate and service focused leader motivated by positive interactions with team members, clients, and guests
• Ability to work events during nights and weekends
Physical and Mental Demands:
While performing the duties of this job, it is required to sit, stand, walk, talk or hear. On occasion, it may be required to climb and work in high places, stoop, bend or reach above the shoulders. Position may also require work in confined spaces and exposure to different types of outdoor weather conditions.
Must occasionally lift, push, or pull up to 45 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Working Environment:
The position is an office-based position with frequent requirements to work at or attend scheduled events in an outdoor environment.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function
