Manager, Staff Services - UBS Arena (Elmont · NY)

UBS Arena jobs
Sports Jobs in Elmont · NY
Ticket Sales and Services: Hospitality Management
Made for Music, Built for Hockey
About UBS Arena 
UBS Arena is the first third-generation arena in New York and will become the new home for the New York Islanders for the 2021-22 season. On the grounds of historic Belmont Park, UBS Arena is Made for Music and Built for Hockey; designed to deliver superior concert acoustics and unforgettable experiences for both music and hockey fans. UBS Arena will attract a roster of world-class artists and diverse music genres and expects to host more than 150 major events annually.
Position Summary
We are hiring a Manager of Staff Services.  The Manager of Staff Services reports directly to the VP of Guest Experience. The position will be responsible for enhancing the experiences of our guests, employees, and stakeholders.  The successful candidate will lead efforts to manage initiatives including event staff training, supervision and communication, guest communication and resolution, and guest feedback and data analytics for process improvements.  The candidate will also be a hands-on professional who enjoys rolling up his or her sleeves and working as part of a team. The goal is to ensure we become and remain the industry standard for excellence and ensure that all our guests and staff have exceptional experiences. 
While you are here you will:
  • Manages more than 200 event staff employees to strategically enhance the guest experience for over 150 events per year. 
  • Oversees the process of hiring, onboarding, training, supervisory, disciplinary, and evaluation process for all Guest Services Representatives which including supervisors, greeters, ticket takers, ushers, elevator attendant, and guest service desk representatives
  • Follows the development & facilitation of the Event Staff Training Program for employees within Guest Relations, Event Security, Ticket Taking & Ushering, Food & Beverage, Parking, Housekeeping, and Stagehands to include content around identified core values, curriculum, implementation, and evaluation.
  • Develops and oversees recognition and appreciation initiatives for event staff to ensure consistency in service and venue knowledge across all levels of the venue. 
  • Provides resolution training to staff to deescalated and solve guest complaints or concerns during games, concerts, and special events. 
  • Determines and refines the processes, procedures, and systems for guest inquiries, feedback, and complaints, and works closely with all departments and business lines to address guests both proactively and reactively. 
  • 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. 
  • Develops and maintains effective working relationships with clients, partners and all 
  • Stakeholders.

What you need to be qualified:
  • 3-5 years' experience managing guest service & experience programs in a large-scale event setting. 
  • Bachelor's Degree in Sport/Event Management, Hospitality, Training & Education, HR, or Business Administration or an equivalent combination of education and experience in the field. 
  • At least one years' experience in a management position with full supervisory and decision-making responsibility, preferably managing a large staff. 
  • Passion for providing the highest quality service and puts guest's needs before their own needs first. 
  • Must be a creative problem solver who can identify solutions and address guest concerns 
  • efficiently and professionally while remaining calm 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. 
  • A high degree of personal integrity and consistently put the interests of the organization first. 
  • Guest Services experience with large-scale events in a stadium, concert, or multi-use facility setting of a similar size (18,000 seats) is highly desirable. 
  • Experience working with Labor Unions. 
  • Experience servicing various stakeholders and demographics. 
  • Ability to manage multiple tasks and prioritize needs efficiently.
  • Proficient in all Microsoft Office skills, including Word, Excel, PowerPoint, etc.
  • Ability to work non-traditional hours including nights, weekends, and holidays
Who you are:
  • 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

Joining the team means:
  • Experience & growth in launching a brand-new fan first, top-of-the-line arena in the metropolitan market. 
  • Joining a culture of start up mentality 
  • Comprehensive medical & dental benefits
  • 401k eligibility 
  • Paid time off

 The Fine Print
UBS Arena is an equal opportunity employer and values 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. Do you have 3+ years of managing guest service & experience programs?

  2. Do you have a Bachelor's Degree?

  3. Do you have experience in large-scale event venues?

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