OUR COMMON PURPOSE:
At Enterprise Center & Stifel Theatre, we strive to create an environment that reflects our departments values: Excitement, Excellence and Empathy. With a focus on these core values, we are committed to achieving our mission of “Delivering Memorable Moments” for our guests, clients, staff, and community.
GENERAL JOB DESCRIPTION:
The Manager of Guest Experience provides leadership, training, and motivation to Guest Experience staff of Enterprise Center & Stifel Theatre. They are responsible for establishing and maintaining a positive work environment, providing leadership to set and maintain exemplary service standards, and ensuring a positive guest experience. This position shares event management responsibilities with other Guest Experience Managers. You must demonstrate flexibility and be committed to helping staff achieve professional and organizational goals while working quickly, efficiently, and enthusiastically in a fast-paced, dynamic work environment.
ESSENTIAL DUTIES:
• Manage EPC & STF Steward and Experience Ambassadors:
- Scheduling
- Assignments
- Communications
- Standards
• Manage event day operations:
- Building readiness – Concourses, VIP functions, etc.
- Equipment readiness – Scanners, I-Pads, etc.
- Event control oversight – Realtime Feedback, dispatching, reports, etc.
- GSC oversight – Guest resolution, ticketing issues, lost and found, etc.
• Manage GE staff payroll process
• Manage attendance tracking, and all staff related action reports to include outstanding action reports and corrective action reports (OAR & CAR)
• Work with Premium Experience Manager on employee recognition programs
• Manage all aspects of sensory inclusivity within the facilities
• Participate/Lead GEPS department meetings
• Populate and send end of night reports when serving as MOD
OTHER RESPONSIBILITIES:
• Provide leadership for the Guest Experience staff
• Maintain an exemplary level of customer service at all touchpoints
• Must have strong verbal and written communication skills that meet the needs of the business
• Assist with Guest Experience policy and procedure development and compliance.
• Assist Recruiting & Development Manager with recruiting, hiring, training and uniform programs
• Develop and maintain a dependable event staff that meet the operational needs of the business
• Support other GE managers for effective management of all areas of the department
• Work with the Senior Manager of GE to set and support professional development targets
• Contribute to improving the guest experience by alerting appropriate departments when problems arise and handling guest complaints and emergencies
• Assist Senior Manager with creating staffing estimates and assignments
• Ensure compliance and administration of current union labor contract
• Assist with management of GE Interns
• Other duties as assigned
EDUCATION/EXPERIENCE REQUIREMENTS:
• 4 Year degree in sports & entertainment or
- 2+ years leadership/management experience in sports and entertainment
• Excellent customer service skills
• Experience hiring, training, scheduling, managing, and motivating a large part time staff
• Strong observation skills and desire to be proactive addressing guest needs and staff concerns
• Creative problem-solving skills
• Strong interpersonal skills including the ability to work in a team environment
• Ability to work with a diverse population
• Excellent oral and written communication skills
• Knowledge of computer programs i.e., Word, Excel, Power Point, etc.
• Strong organization and time management skills
CONTINUING EDUCATION:
• Attend yearly security officer re-certification training to maintain an active security license
• Attend yearly management and service-oriented training as approved in budget
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
