Job Description
The Manager of Guest Service is responsible for providing World Class Entertainment experience for guest and clients at all Desert Diamond Arena events by planning, monitoring, directing, delegating, and managing all functions of the Guest Service department.
Essential Responsibilities:
- Oversees part-time staff obligations including, but not limited to: hiring/selection, training, scheduling, and discipline.
- Manages customer complaints via email and phone by investigating incidents, generating reports, and following up with appropriate individuals/guests
- Builds and retains relationships between tenants, contractors, employees and guests as it relates to the Guest Services department
- Develops collateral materials for employees and guests such as event/department handbook, fan guide, etc.
- Research, reviews, and recommends equipment, materials, and supplies required for the department
- Prepares and manages budget for all department related functions
- Partners with Event Manager and related departments to execute all events at Desert Diamond Arena
- Meets with other arena staff, building users, and tenants to communicate needs and plan according to event needs
- ADA Compliance Officer: work with assistance from al Event Services employees, ADA accommodations for guests, and assist human resources with ADA accommodations for employees.
- Effectively communicate with guest service and suite staff to establish standard and expectations, goals and objective policies and procedures.
- Motivate event staff by creating a positive work environment and culture where employee’s are stimulated and inspired to do exceptional work.
- Facilitate a coaching an counseling program with HR that maintains consistency of effort among event staff.
- Work closely with GSR Supervisors to develop leadership skills and scale up effectiveness of building management.
- Anticipate guest issues by consistently supervising crowd flow and service issues.
- Work in collaboration with the Premium Sales department to create a world class guest experience throughout all newly renovated premium areas. Develop staffing plans and premium programs that provide the highest level of service to our premium clients.
- Take complete ownership of the guest insights surveys, respond to guest recovery issues and identify areas of opportunity across all departments to improve Net Promoter Score.
Required Qualifications:
- A minimum education level of: BA/BS Degree (4-year)
- A minimum of 5 years of related work experience
- Previous supervisory experience involving planning, coordinating, scheduling, and discipline
- Ability to establish and maintain effective working relationships with supervisors, subordinates, and the public
- Good written, verbal, and computer skills
- Comprehensive knowledge of ticketing systems
- Must be able to work flexible hours including evenings, weekends, and holidays
- Leadership skills, with the ability to motivate staff and lead by example
- Bilingual proficiency is a plus
- Experience supervising a large number of full- and/or part-time staff is preferred
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.
