Vice President, Guest Experience with UBS Arena in Elmont · NY

UBS Arena jobs
Sports Jobs in Elmont · NY
Ticket Sales and Services: Premium/Suite Service
Job Title: Vice President, Guest Experience 
Position: Full-Time, Salaried
Position Summary
UBS Arena, the first third-generation arena in the industry and future home to New York Islanders, is hiring a Vice President, Guest Experience.   At 700,000 square feet and seating up to 19,000 visitors, UBS Arena is being “made for music, built for hockey.”
The Vice President, Guest Experience reports directly to the SVP of Operations/Assistant General Manager.  You will lead efforts to create and implement a first-class guest experience that differentiates our venue from any other in sports entertainment.  UBS Arena is where Boutique Hospitality Meets Live Entertainment for all our guests, whether they are attending an Islanders game, a concert, a family show or other event.  Creating a differentiated experience means coordinating guest communication, issue resolution, event staff training, guest feedback and data analytics for continuous improvements.  You must be a hands-on professional who enjoys rolling up their sleeves, working as part of a team, and jumping between disciplines to achieve goals. 
Essential Functions and Responsibilities
  • Play a key leadership role in the opening of the new UBS Arena, helping to build a vibrant culture
  • Lead the development & facilitation of the Guest Experience Training Program for all event-related Team Members, Event Security, Ticket Takers, Ushers, Food & Beverage, Parking, Custodial Services and New York Islanders Game Day Staff
  • Take the lead in articulating, communicating, training, and reinforcing consistent Guest Experience guidelines, principles, and operating procedures for UBS Arena
  • Create and oversee the processes for hiring, training, supervising, disciplining, and evaluating all Front of House staff, including guest service representatives, ticket takers, ushers, and elevator attendants
  • Manage the Team Member experience for all arena staff, inclusive of time and attendance scheduling and tracking, event night uniform and device distribution, and Team Member recognition and discipline
  • Collaborate with Human Resources in coordinating job fairs, recruitment initiatives, orientation, assessment and training, scheduling, service awards and other recognition
  • Ensure consistent presentation of uniformed Team Members in line with UBS Arena standards
  • Oversee budget planning and tracking, engage in strategic planning and provide insight and recommendations for all elements of the Guest & Team Member experience and training
  • Develop and manage recognition and appreciation initiatives for all Team Members to ensure consistency in service and venue knowledge across all arena departments
  • Determine and refine the processes, procedures, and systems for guest inquiries, feedback, and complaints, and work closely with all departments to address guests proactively and reactively 
  • Represent UBS Arena as the NHL league contact with regards to arena experience guidelines and initiatives, communicating league recommendations
  • Create post-event reports and recaps of event night incidents to identify trends and 
  • offer guidance and solutions for guest experience and operational improvements 
  • Measure success of Guest Experience initiatives and programs based on the evaluation and feedback from internal departments, our New York Islanders Partner and UBS Arena guests
  • 7-10 years of experience managing guest/fan service & experience programs in a large-scale event setting. 
  • Bachelor's Degree in Business Administration, Hospitality, Event Management or an equivalent combination of education and experience in the field preferred
  • Prior experience managing a boutique hotel property, night club or lounge extremely desirable
  • Ability to create and lead a positive and inclusive workplace environment
  • At least 5 years of experience in a management position with full supervisory and decision-making responsibility, preferably managing a large union staff
  • Passion for providing a high-quality service experience at a premier first-class venue
  • Creative problem solver who can identify solutions and address guest concerns efficiently and professionally while remaining calm under pressure
  • Strong communication skills, with an expert ability to present and communicate new ideas and concepts
  • Demonstrated success in leading, motivating, and developing employees
  • Personal integrity and practice of leading with the organization’s best interest in mind
  • Experience working with collectively bargained units highly desired 
  • Flexibility to work non-traditional hours including nights, weekends, and holidays
Core Competencies 
  • Accountable: Take ownership of your work and of your projects from start to finish with a keen attention to detail
  • Flexible: Switch gears on a moment’s notice and adapt to shifting priorities
  • Collaborative: Build cross-functional relationships within the organization and with partners
  • Passionate: Bring energy and a can-do attitude to the role every day
  • Solutions-Oriented: Show off your problem-solving and decision-making skills while focusing on the solutions in every case
The New York Islanders are an equal opportunity employer and value diversity at our organization. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Job Questions:

  1. How did you hear about this job?

  2. How many years of experience managing guest/fan service & experience programs do you have?

  3. Do you have a Bachelor's degree in Business Administration, Hospitality, or Event Management?

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