Overview

The Guest Services Manager reports directly to the Assistant General Manager of Events. The Guest Services Manager is responsible for assisting with the planning and execution of Regions Arena events, including but not limited to basketball games, concerts, and family shows.  

This role pays an annual salary of $55,000 - $65,000. 

Benefits for Full-Time roles: Health, Dental and Vision Insurance, 401(k) Savings Plan, 401(k) matching, and Paid Time Off (vacation days, sick days, and 11 holidays).

This position will remain open until November 13, 2026

Responsibilities

• Take ownership of assigned events in the facility, inclusive of scheduling staff, working with tour personnel, and briefing relevant stakeholders.
• Liaison with the security vendor management team to ensure operations are carried out professionally.
• Manage scheduling of all part-time staff requested per event through various scheduling platforms.
• Effectively lead, manage, and work alongside part-time staff with the goal of creating exceptional guest experiences at Regions Arena.
• Assist with creating and leading events for part-time staff recognition and providing continuous opportunities for staff to remain engaged and part of the team.
• Coordinate staff check-ins, call-offs, event briefings, and post-event meetings with Guest Services and Security Management.
• Respond to staff and guest inquiries and concerns daily through both verbal and written communication.
• Assist with managing Guest Services activities (Lost and Found)
• Ensure oversight of all incident reports during events and that accurate information is being documented.
• Serve as Manager on Duty with full autonomy for assigned events in the absence of other management staff.
• Work with event managers to ensure all laws, codes, ordinances, policies, procedures, risk management, safety precautions, rules/regulations, and emergency procedures are followed.
• Assist with managing and advancing both large-scale events and ancillary events, including concerts, sports events, VIP receptions, and special events.
• Communicate and disseminate event-related information to appropriate departments, vendors, and others to ensure necessary levels of staffing coverage and overall event understanding.
• Develop and maintain effective working relationships with clients, partners, and all stakeholders.
• Empower staff to take opportunities to create memorable experiences and/or resolve guest concerns timely, effectively, and with great service.
• Resolve problems in a timely manner; analyze and gather information and identify alternative solutions quickly and effectively.
• Prepare and approve bi-weekly payroll for all event staff.
• Other duties and responsibilities as assigned.

Qualifications

Education & Experience:

• Associate degree preferred or related experience and/or training, or an equivalent combination of education and experience.
• 3-5 years of related customer service experience.
• Demonstrate knowledge of principles and techniques of planning, implementing, and supervising event staff.

Skills & Competencies:

• Strong interpersonal and communication skills
• Excellent organizational skills and attention to detail
• Ability to work independently and as part of a team, exercising judgment and initiative.
• Proficiency in Microsoft Office
• Handle conflicts, make common-sense decisions, and exercise proper action during high-tension and stressful situations.
• Organize and prioritize work to meet deadlines.
• Work effectively under pressure and/or a stringent schedule and produce accurate results.
• Remain flexible and adjust to situations as they occur.
• Ability to follow detailed instructions and communicate effectively with others.
• Maintain an effective working relationship with clients, employees, exhibitors, patrons, and others encountered in employment.
• Must be able to multi-task.