Director, Guest Experience

Job Description

POSITION OVERVIEW:

Prudential Center and the New Jersey Devils are seeking a Director, Guest Experiences who will lead the team that ensures millions of guests annually have a world-class experience and memorable moments that will last a lifetime. The Director, Guest Experience is responsible for the strategic vision and execution of Prudential Center’s guest experience initiatives. This position will also oversee the amazing Guest Services Team Members while continuing to build our “One Team” service program focused on bringing together all Prudential Center Team Members under one mission. And finally, the Director, Guest Experience will be responsible for leading and managing a high-performing team that supports the company’s mission of recruiting and developing the most talented team members to create the best place to work.

RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:

Team Member Management

• Manage the Assistant Manager, Guest Services and Coordinator, Guest Services and assist in their learning, growth, and development in the organization
• Recruit, interview, select, promote, and onboarding Guest Services team members according to guidelines established by Human Resources and the VP, Event Operations & Guest Experience.
• Create, prepare, and execute training programs for Guest Services team members as well as other arena departments.
• Manage and monitor Guest Services team members in all areas of responsibility
• Monitor, coach, and motivate supervisors and team members.
• Document employee incidents, counsel Guest Services team members, and pursue corrective action progressively up to termination when necessary to ensure compliance with policies/procedures
• Create a fun, positive, inclusive team environment for all team members.
• Create and manage team member recognition and incentive programs.
• Lead by example by living our company commitments, attributes, and values.
• Manage various projects to improve team member experience.

Event Operations and Event Execution

• Serve as event lead on rotating basis and be responsible for gathering all event details, preparing event notes, ensuring adequate staffing, execution of event and follow up with Guest issues as needed.
• Exercise discretion and independent judgment to make immediate decisions and communicate with Guest Services team and other departments to resolve issues.
• Resolve major guest issues including full investigations, team member and guest follow up.
• Review, recommend, and create day-to-day operational policies, procedures and equipment.
• Review and update guest facing logistics which include website updates, arena signage/wayfinding, ingress/egress patterns, ADA compliance and other updates as needed.
• Collaborate with Event Managers and clients to assist with planning events at Prudential Center.
• Build and maintain an effective working relationship with various service providers and vendors for Prudential Center to ensure quality customer service and presentation quality.
• Lead Guest Services team in managing large crowds safely under constantly changing event environments.
• Evaluate service metrics for Guest Services and implement best practices to increase or maintain high scores.
• Evaluate service metrics for Guest Experience arena wide and work with VP, Event Operations & Guest Experience for improvement.
• Oversee and plan the department budget while forecasting future department initiatives.

QUALIFICATIONS:

• BA/BS or equivalent guest service experience.
• Minimum of 5-7 years managing guest experiences;
• Previous manager and customer service experience;
• Previous experience in Sports/Entertainment or Hospitality is strongly preferred;
• Comfortable with engaging in a variety of different communicative modes (verbal, non-verbal, and written) and being attuned to others through strong active listening skills;
• Strong sense of self-awareness and emotional intelligence;
• Possess a strong ability to manage one’s own time and prioritize tasks.

Specific Job Knowledge, Skills and Experience

• Must have experience working with large groups of guests
• Highly organized, resourceful, quick learner and able to handle multiple projects simultaneously
• Able to operate within designated budget
• Have exceptional guest and client service capabilities
• Able to work well with different personalities in a fast-paced environment and meet constant deadlines
• Able to handle highly sensitive and confidential information
• Have exceptional interpersonal and telephone skills
• Must be proficient with Microsoft Word, Excel, PowerPoint and Outlook
• Able to read, listen and communicate effectively, both verbally and in writing
• Experience with a time management system, ABIMM is preferred
• Must demonstrate dependability and reliability by being punctual, working assigned and varying shifts and completing responsibilities in a timely manner is required

WORKING CONDITIONS:

• Travel Requirements: May be required to travel on rare occasions (<5%)
• Physical Demands: This position requires the ability to lift up to 10 pounds. Must have the ability to stand, sit, crouch, and bend throughout the course of daily activities, and the ability to work in various climates based on the environment.
• Work Environment: This position generally requires that work be performed from the Prudential Center/New Jersey Devils offices, but attendance at events taking place in the arena or offsite, including on weekends and/or holidays, will be required.
• COVID-19 Vaccine Required: As of the first day of employment, you must be able to demonstrate proof that you are fully vaccinated (as defined by the CDC) against COVID-19, unless you are granted a medical or religious exemption in accordance with Company policy.

OUR BENEFITS:

• Medical/Dental/Vision/Flexible Spending Accounts (all LGBT friendly)
• Pretax Transportation Benefit
• Generous parental leave policies
• 401K (100% up to 5% is matched, after 1 year of service)
• Unlimited Paid Time Off
• 13+ Paid Holidays
• ½ Day Summer Fridays
• Complimentary or Discounted Sports & Concert Tickets
• On Site Fitness Rooms
• Other League & Partner Discounts

New Jersey Devils