Manager - Guest Services - MIDFLORIDA Credit Union Amphitheatre

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