The Director of Guest Services reports directly to the Vice President of Operations. The position will be responsible for enhancing the experiences of our guests, employees, and stakeholders. This dynamic leader will be responsible for developing, executing, and the continuous evaluation of all Guest Service plans for all arena events. This individual will create and enforce a vibrant customer-focused culture among all key-stakeholders, CFG Bank Arena managers and employees. The successful candidate will be a hands-on professional who enjoys rolling up their sleeves and working as part of a team. The goal is to ensure we become and remain the industry standard for excellence and ensure that all our guests and staff have exceptional experiences.
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This role will pay a salary of $90,000 to $95,000.
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For FT roles: Benefits: Health, Dental and Vision insurance, 401(k) savings plan, 401(k) matching, and paid time off (vacation days, sick days, and 11 holidays).
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Essential Functions and Responsibilities
- Direct and lead the Guest Services manager and supervisors while creating and enforcing a customer-focused culture at the CFG Bank Arena.
- Directs more than 300 event staff employees to strategically enhance the guest experience for 100+ events per year.
- Facilitate a strong relationship with Human Resources to ensure the Guest Services team can recruit, interview, select and train all front-of-house staff according to established guidelines.
- Handle the development & facilitation of the Guest Experience Training Program for employees within Premium Guest Services, Event Security, Ticket Taking & Ushering, and Stagehands to include content around identified core values, curriculum, implementation, and evaluation.
- Works closely with Director of Security and Director of Event Services to help create and oversee best Guest Service policies and practices for CFG Bank Arena.
- Aids in directing front-of-house staff in managing large crowds under constantly changing event environments.
- Create reporting procedures to help review and analyze guest feedback, identify trends, and data analytics for process improvements for both guest experience and operational improvements.
- Works closely with all departments and business lines to address guests both proactively and reactively. Develops and maintains effective working relationships with clients, partners, and all Stakeholders.
- Resolves any escalated complaints/concerns.
- Create and oversee recognition and appreciation initiatives for all Front-of-house event staff to ensure consistency in service and venue knowledge across all levels of the venue.
- Work closely with VP of Operations in overview of expenses within annual approved department budget including but not limited to researching, reviewing, and recommending training, uniforms, equipment, materials, and supplies required for the Guest Services department.
- Plan and lead operational meeting as required, ensuring smooth coordination of Guest Services.
- Responsible for the policies, systems and processes that provide a strong foundation and support the company culture.
- Ensure compliance with American with Disabilities Act (ADA) during events.
- All other duties as assigned.
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Qualifications
- Minimum 7 years’ experience managing guest service & experience programs in a large-scale event setting.
- Bachelor’s Degree in Sport/Event Management, Hospitality, Training & Education, HR, or Business Administration or an equivalent combination of education and experience in the field.
- This individual is a natural integrator and solution oriented who has experience driving and motivating results with large staffing departments.
- Experience in event planning and/or event execution experience in sports/live entertainment facility.
- Has a minimum of 5-years leadership experience.
- Has 5+ years of practice creating and teaching/delivering effective employee training programs, preferably in the area of customer service.
- Passion for providing the highest quality service and puts guest’s needs before their own needs first.
- Must be a creative problem solver who can identify solutions and address guest concerns efficiently and professionally while remaining calm under pressure
- Must be adaptable with the ability to work under pressure to meet deadlines.
- Ability to create and manage a collaborative and diverse workforce.
- Strong verbal and written communication skills, with an expert ability to present and communicate new ideas and concepts.
- A high degree of personal integrity and consistently put the interests of the organization first.
Desired Qualifications
- Guest Services experience with large-scale events in a stadium, concert, or multi-use facility setting of a similar size (14,000 seats) is highly desirable.
- Experience servicing various stakeholders and demographics.
- Ability to manage multiple tasks and prioritize needs efficiently.
- Proficient in all Microsoft Office skills, including Word, Excel, PowerPoint, etc.
- Ability to work non-traditional hours including nights, weekends, and holidays
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