THE JOB
Manager - Guest Services is seeking is seeking a Guest Services Manager who will be responsible for the overall management of all guest service functions at the venue.
WHAT THIS ROLE WILL DO
- Interviews, selects, trains, supervises, counsels and disciplines guest services staff to ensure maximum guest satisfaction.
- Organizes and conducts meetings and communicates pertinent information to the staff.
- Schedules and directs staff in their work assignments.
- Regularly reviews and evaluates the department and recommends and implements new operational policies and procedures when necessary.
- Investigates and resolves all guest complaints. Interacts positively with guest to maintain guest loyalty.
- Moves throughout the venue and interacts with guests to provide information and respond to inquiries about products and services, takes, or enters orders, cancels accounts, or obtains details of complaint.
- Responsible for actively ensuring complete guest satisfaction by checking to see if appropriate changes were made to resolve guest's problems.
- Keep record of guest service interactions or transaction, recording details of inquiries, complaints, or comments, as well as actions taken for resolution.
- Show CARE by participating in the venue’s sustainability program which could include implementing programs that conserve resources / prevent waste such as sorting waste and collecting recycling and educating our fans about our efforts.
- Partner with fellow band members at the end of show to close the venue- this may include collecting recyclables from the lawn and / or reserved section, picking up and properly storing event equipment such as lawn chairs, barricade, Etc.
- Other tasks as assigned by the Operations Manager.
- Work with scheduling payroll administrator to ensure that all staffing needs are met.
- Budget appropriately for each show's needs while working to reach the overall operating per / head goal.
- Work in conjunction with the Operations Manager to manage all operational processes within the annual facility budget.
- Answer inbound calls to help resolve guest concerns through analysis to determine the most effective.
WHAT THIS PERSON WILL BRING
- Combination of 3-5 years’ experience in a role similar to this position.
- Strong computer skills in Outlook, Excel, Word, PowerPoint and other related computer programs.
- Strong organizational skills.
- At least 2 years in Guest Service and communications.
- Strong strategic thinking and creative problem-solving skills.
- Excellent verbal, written and interpersonal communication skills.
- Acute sense of judgment, tact, and diplomacy.
- A strong sense of teamwork and ability to execute programs.
- Excellent verbal and written communication skills.
- Position requires constant walking, climbing stairs, lifting, and carrying 50 lbs+ and occasional sitting.
30+ days ago