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Job Title: Vice President of Arena Experience
Class: Full-Time, Salaried, Exempt
Reports to: Arena General Manager
As part of our commitment to health and safety, we are requiring that all full-time/part-time team members and new hires be fully vaccinated against COVID-19, subject to certain limited exceptions.
The Milwaukee Bucks are looking for talented people who embrace diversity, equity & inclusion in a workplace where everyone feels valued and inspired.
It all begins with outstanding talent, It all begins with YOU! #FearTheDeer
What We Offer:
- Comprehensive health benefits including medical, dental, and vision plans, as well as mental health resources
- 8 weeks of paid time off for parents to welcome newborns, adopted and foster children
- Unlimited PTO
- Professional Development through our internal learning & development program - Antler Academy
- Employee Resource Groups
- Milwaukee Bucks and NBA League Discounts
- Qualified Parking and Phone Allowance
Summary:
The Vice President of Arena Experience will be ensuring best-in-class service and hospitality at all Fiserv Forum events by planning, monitoring, directing, delegating, controlling, and leading all functions related to a guest’s experience.
Key Responsibilities:
Overall
- Manage and empower a high-operating team to lead Deer District service into a new, championship era.
- Build, foster, and maintain Arena’s reputation for great service in a secure, comfortable environment and reduce liabilities through effective supervision of part-time staff.
- Through consistent collaboration and regular meetings, develop close and effective working relationships with counterparts throughout the Organization.
Department Management
- Effectively manage the Guest Experience team both members of management and all hourly part-time event staff. Provide vital leadership, training, support, and mentorship. Empower the part-time supervisory team to lead, coach, and mentor, front line personnel as necessary.
- Recruit, interview, select, and train Guest Experience staff according to established guidelines. Maintain sufficient roster strength to staff various event positions including, but not limited to: usher, ticket taker, greeter, vertical transportation, host/hostess, mobility services, guest concierge, receptionist, tour guide, radio dispatcher, supervisor, lead supervisor.
- Oversees the part-time employee uniform program including purchasing, distribution and maintenance of uniforms.
- Prepare and maintain expenses within annually approved department budget. Research, review, and recommend equipment, materials, and supplies required for the Event and Guest Services department.
- Work with accounting and event operations departments to prepare event cost estimates as well as settlements.
- Collaborate with the supervisory team and Human Resources to ensure employee compliance with Arena policies and procedures.
- Plan and lead operational meetings as required, ensuring smooth coordination of event staff activities.
Event Management.
- Maintain a tailored Guest Experience policy, procedures and planning for all Deer District activities.
- Assist guests needing special accommodations; ensure full building compliance with American with Disabilities Act (ADA) during events; maintain Fiserv Forum’s status as the most accessible event facility in the industry.
- Work with Event Operations to craft safe and smooth crowd management plans for each Deer District event. Lead the Guest Experience team in managing large crowds.
- Be part of the Manager on Duty rotation for large events, serving as a problem solver for major, building-wide challenges and issues stemming from all departments.
- Implement facility rules, regulations, policies and procedures.
Training
- Lead all aspects of the design and implementation of service training to all Bucks and arena staff.
- Maintain a training suite to include service values-based training for all arena staff, operational training for Guest Experience staff, leadership training for supervisory staff, and various smaller training modules (TEAM, inclusion, ADA, etc.).
- Work with all Bucks and Fiserv Forum to identify training needs and opportunities in response to operational challenges that arise.
- Serve as in-house training consultants to other departments to ensure a consistently high level of quality.
Public Interface
- Maintain and elevate the proper image and generate positive public relations by resolving guest issues, concerns, and complaints as needed.
- Serve as a main point of contact regarding guest inquiries, concerns, or complaints. Prevent future issues by examining all past situations and maintaining a pro-active thought process.
- Ensure full coverage of, and immediate response to, public inquiries on all standard communicational channels: by phone, email, website, social media, and in-person.
- Manage a best-in-class issue management and reporting system to facilitate critical analysis of event service operations.
Innovation
- Consistently seek new ways to enhance the function and efficiency of the arena operation, especially in the core responsibilities of guest experience and crowd management.
- Stay apprised of new technologies entering the market and evaluate their potential benefits to Fiserv Forum.
- Maintain a robust network of colleagues around the league and industry in order to stay abreast of emerging practices and trends.
Qualifications:
- Bachelor’s Degree.
- 15 years customer/guest service experience in a sports/live entertainment facility (i.e. theatre, Stadium, sports venue, concert venue, stadium and/or 5-Star hotel property)
- 10 years minimum experience event planning and/or event execution experience.
- Certificates in Guest Service Management preferred.
- Proficiency in Microsoft Office Suite: Word, Excel, Outlook, and PowerPoint, is required.
- Capable of working in a fast-paced environment.
- Ability to work under pressure, recognize problems and find solutions.
- Capable of supervising part-time and full-time individuals.
- Ability to multi-task and handle a variety of day-to-day responsibilities.
- Ability to foster and embrace a diverse & inclusive work environment.
- Ability to work long irregular hours for an extended period of time as dictated by events and schedule. This will include weekends and holidays.
- Have excellent interpersonal, written, and verbal skills.
- Experience and proficiency with public presentation, especially speaking in front of large crowds and media appearances.
- Be able to stand/walk for long periods of time.
- Ability to read, listen, and communicate effectively in English, both verbally and in writing.
All offers for employment with the Milwaukee Bucks are contingent upon the candidate having successfully completed a criminal background check and drug screening. We will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state, and Federal laws.
The Milwaukee Bucks is an Affirmative Action and Equal Opportunity Employer, Ethnic Minority/Women/Disabled/Veteran/Gender Identity/Sexual Orientation.
We provide our employees with a robust employee benefits plan that focuses on the mental and physical wellness of our team. We strive to offer a flexible work environment that allows our team members to be productive in both their work and home lives.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
