SUMMARY:
The Guest Experience Manager is responsible for implementing and managing an overall guest experience plan for Gainbridge Fieldhouse that adheres to the Elevate Service Standards and exemplifies high standards and quality service on behalf of Pacers Sports & Entertainment. The Guest Experience Manager is someone who has a passion for delivering a world-class guest experience, a true desire to interact with people from all backgrounds and is both a collaborative teammate as well as an inspirational leader.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Lead to inspire change and build a strong team and guest experience culture company-wide.
- Work with the Director of Guest Experience to develop a comprehensive Guest Services department plan that includes goals and objectives and assist in developing a quality service culture.
- Manage the Guest Experience Coordinator position, including scheduling and training.
- Recruit, hire, train, and maintain best-in-class part-time Guest Services employees.
- Manage the scheduling of Guest Services employees for all public and private events.
- Serve as a contact for the Guest Experience department during events.
- Manage and maintain inventory for Guest Enhancements and Recovery.
- Establish working relationships with vendors providing Guest Experience services, such as charging stations and cash-to-card kiosks.
- Create, schedule, and facilitate comprehensive annual and continual training for part-time Guest Services employees.
- Monitor and update Guest Services policies and expectations.
- Manage the Gainbridge Fieldhouse public tours program yielding proceeds for the Pacers Foundation. Coordinate tour schedules with Guest Experience Coordinator. Recruit tour guides as demand dictates and develop a script for tour highlights and points-of-interest.
- Field questions and address inquiries related to ADA needs. Coordinate with event staff on these guest needs.
- Ensure Guest Services employees are trained and in compliance with all ADA accommodations.
- Schedule qualified ASL and/or language interpreters as needed.
- Work with Pacers Sports & Entertainment's legal department to ensure we comply with all ADA laws and regulations.
- Coordinate with KultureCity on sensory accommodations, which include managing sensory room, sensory bags, as well as the KultureCity social story.
- Establish highly effective working partnerships with all employees at Pacers Sports & Entertainment as well as any third-party vendors that manage security, food & beverage, parking, etc.
- Address all concerns during and after each event while upholding the highest standard of guest service.
- Monitor and respond to all guest correspondence that is directed to Guest Services and the Pacers Insider email inbox. Ensure that all communication is received in a timely manner and that all responses adhere to the Elevate Service Standards. Disperse emails to the proper departments as necessary.
- Monitor, track, and evaluate event surveys, and indicate trends that require solutions to enhance service levels, while maintaining the mindset that challenges can lead to opportunities.
- Attend weekly department meetings.
- Oversee all guest information that is available at each Guest Services Desk as well as all guest information on the Gainbridge Fieldhouse website (i.e. – A-Z Guide).
- Research and identify new methods of improving the guest experience to ensure PS&E is leading the NBA with highly satisfied guest experience ratings.
- Attend First Aid training and CPR training provided by company.
- Manage building’s lost and found program, keeping employees advised of updates.
- Engage in PS&E-sponsored and various other personal community outreach programs as a means to ‘Serve Community”.
- Must be able to work a flexible schedule including events that occur on nights/weekends and some holidays.
- Other duties as assigned.
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires an individual that must have a genuine passion about caring for staff and guests.
EDUCATION and/or EXPERIENCE:
This position must have experience developing, collaborating, communicating, managing, and leading transformative customer focused/culture changing initiatives within organizations. Cross functional and cross team experience driving positive outcomes and results is necessary. Excellent communication and interpersonal skills and experience required with both external and internal constituents at all levels (customers/subordinates/peers/superiors/executives). Ability to develop and maintain strong professional relationships with constituents at all levels. Excellent computer skills and working knowledge of Microsoft Office also required.
3+ years of customer service experience preferred
3+ years of supervisory experience preferred
LANGUAGE SKILLS:
Outstanding and proven communication skills required (both verbal and written). Ability to read, analyze, and interpret instructions and reports. Ability to create training presentations as well as write reports and correspondence. Ability to effectively present information, speak publicly, respond, and communicate to questions/issues/problems from internal and external constituents a must. Proven leadership experience coupled with the ability to delegate responsibilities and authority while at the same time teaching and developing staff and employees. Excellent people skills, real desire to interact with people, with an ability to interact efficiently and in a professional manner with VIP’s as well as internal and external clients at all levels within an organization and throughout the community. Must have a strong ability and desire to identify and solve problems both on a macro and micro level.
MATHEMATICAL SKILLS:
Basic math skills and ability to problem solve and use a spreadsheet/excel.
REASONING ABILITY:
Ability to define problems; open mindedly collect data; establish facts and draw valid conclusions. Ability to interpret directions and diagrams and then translate this information to leaders, peers, and team members.
PROBLEM SOLVING REQUIREMENTS:
Must make independent decisions and exercise independent judgment and discretion. This position requires an ability to implement new guest experience guidelines and programs meant to enhance the experience of all event attendees. Ability to identify trends, establish and communicate clearly a vision and address a problem or opportunity in a variety of ways is necessary. Ability to effectively manage change and motivate employees to achieve high levels of performance to solve problems is necessary. Creative and innovative problem-solving skills encouraged. Must be able to adapt problem solving for a variety of situations, including different events, stress levels, customer profiles and many other variables.
PHYSICAL AND ENVIRONMENTAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employee must be able to work a flexible schedule including events which occur on nights/weekends and some holidays. Some travel may be required. Ability to attend and assist with events both on and offsite.
While performing the duties of this job the employee is regularly required to:
1. Sit
2. Stand
3. Walk
4. Reach
5. Lift
6. Be exposed to loud noises
7. Use computer
8. Use telephone
9. Use radio
10. Speak, hear, read and write
11. Multi-task
12. Present with poise, influence and professionalism
13. Visually interpret physical surroundings
14. Interpret crowd dynamics
COMPUTER SKILLS:
Employee should have a good working knowledge of and a high level of competency in Microsoft Office including Excel, Word, Outlook, PowerPoint & Windows. Other necessary proficiency required with Acrobat, Apple tools, and social media platforms such as Twitter and Facebook to potentially create an Elevate community beyond the walls of Gainbridge Fieldhouse. Familiarity with the internet as a research tool is needed.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The noise level in the office work environment is usually moderate.
- The noise level in Gainbridge Fieldhouse/game environment is usually loud.
- The stress level may become high during certain times of the year.
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, gender identity, marital status, disability status, protected veteran status, or any other characteristic protected by law.
