Overview

The Senior Guest Services Manager is responsible for providing thorough management and coordination of direct personnel, subcontractors, and vendors. This position will supervise, motivate, direct, and lead large volumes of part-time Guest Services Staff for UT Men’s/Women’s Basketball games, concerts, family shows, etc. This role is responsible for creating and implementing plans to create positive solutions to any guest and/or staff challenges and acts as a liaison between the facility and clients, ensuring all clients' requirements are met and facility rules, regulations, and policies are adhered to. The position oversees the Guest Services Department and the full-time staff within the department. The goal of this role is to ensure we remain the industry standard for excellence and ensure all our guests and staff have exceptional experiences.

This role pays an annual salary of $75,000-$85,000

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 6, 2026.

Responsibilities

• Partner with people & culture to advertise, hire, host job fairs, onboard, and train Guest Services staff, including supervisors, greeters, ticket takers, ushers, elevator attendants, and guest service desk representatives.
• Lead the development and facilitation of the Customer Service Training Program for employees within guest relations to include content around identified core values, curriculum, implementation, and evaluation.
• Manage initiatives for guest services staff to ensure consistency in service and venue knowledge across all levels of the venue.
• Develop full-time staff and support them to take lead on events and projects as assigned by the department leadership.
• Supervise the Guest Service Manager and Assistant Guest Services Manager and their oversight of all part-time staff.
• Provide resolution training to staff to deescalate and solve guest complaints or concerns during games, concerts, and special events.
• Determine and refine the processes, procedures, and systems for guest inquiries, feedback, and complaints, and work closely with all departments and business lines to address guests both proactively and reactively.
• Measure the success of Guest Relations & Experience initiatives and evolve programs and processes as necessary based on the evaluation and feedback from internal departments and vendor partners.
• Create and standardize the processes and procedures for staff file maintenance, scheduling, uniforms, preparation of event materials, and other administrative duties associated with oversight of event staff.
• Create post-event reports and recaps of event night service incidents to identify trends and offer guidance and solutions for guest experience and operational improvements.
• Develop and maintain effective working relationships with clients, partners, and all stakeholders.
• Frequent bending, lifting, sitting, exposure to multiple external elements, and extensive walking through the building.
• Perform other duties assigned.

Qualifications

• Bachelor's Degree in Sport/Event Management, Hospitality, Training & Education, or Business Administration is preferred.
• 4-6 years’ experience managing guest/fan service & experience programs in a large-scale event setting, including supervisory and decision-making responsibilities.
• Guest services experience with large-scale events in a stadium, concert, or multi-use facility setting of a similar size (15,000 seats) is highly desirable.
• Experience servicing various stakeholders and demographics.
• Ability to manage multiple tasks and prioritize needs efficiently.
• Passion for providing the highest quality service that puts guests’ needs first.
• Creative problem solver who can identify solutions and address guest concerns efficiently and professionally while remaining calm and professional 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.
• Experience leading, motivating, and developing employees.
• A high degree of personal integrity and consistently put the interests of the organization first.
• Must be a fierce communicator and cross-organizational collaborator.
• Ability to work non-traditional hours, including nights, weekends, and holidays.
• Proficient in all Microsoft Office skills, including Word, Excel, PowerPoint, etc.
• Must be able to work a flexible schedule inclusive of weekends, nights and holidays required.