Manager, Staff Operations with Enterprise Center in St. Louis, MO

Enterprise Center jobs
Sports Jobs in St. Louis, MO
Event Management: Event Operations/Management
OUR COMMON PURPOSE: 
Enterprise Center, Peabody Opera House, and the St. Louis Blues are an organization dedicated to creating a culture that fosters a genuine connection with the community, our guests, and each other through a passionate dedication to hospitality. 
 
GENERAL JOB DESCRIPTION:
This position will report to the Senior Manager, Guest Services and Event Operations.  The Manager, Staff Operations will provide leadership, training, and motivation to the guest service staff of Enterprise Center. The Staff Operations Manager is also 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 management responsibilities with the other Guest Service Managers.  You must demonstrate flexibility for team support and be committed to helping staff achieve professional and organizational goals while working quickly, efficiently and enthusiastically in a high-volume environment. Experience in scheduling, tracking, managing, training, and building programs to motivate a large team of part-time staff is crucial to the success of this position. 
 
SPECIFIC RESPONSIBILITIES:
  • Provide leadership and supervision for all guest service staff at Enterprise Center 
  • Maintain an exemplary level of customer service at all touch-points
  • Must have strong verbal and written communication skills that meet the needs of the business and all front-line staff for daily operations, activities, and events
  • Develop and maintain a dependable staff that meet the operational needs of the business
  • Build and support an effective hiring & training program for all front line staff 
  • Responsible for uniform room, equipment, and the Guest Service staff’s event day readiness 
  • Assist with guest services policy and procedure development and compliance 
  • Manage staff scheduling, attendance tracking, and all staff related action reports to include outstanding action reports and corrective action reports (OAR & CAR) 
  • Support other Guest Service Manager’s in hiring and effective management for their own areas of oversight and projects 
  • Work with Senior Manager to set and support professional development targets 
  • Work with Hospitality Manager to design and implement plans to enhance guest experiences
  • Contribute to improving the guest experience by alerting appropriate departments when problems arise and handling guest complaints and emergencies
  • Attend and participate in weekly event preparation meetings
  • Facilitate regular department meetings to address recurring issues or areas of opportunity to adjust or create best practices
  • Process all injury reports for both guests and staff. Share all reports with the HR department in the correct format to fit their requirements 
  • Ensure compliance and administration of current union labor contract
  • Populate and send all end of night ISS 24/7 reports 
  • Position requires the ability to accommodate a flexible schedule, including evenings, weekends, and holidays
  • Must be able to perform in a fast-paced, dynamic work environment
  • Must be a self-starter who is able to work long irregular hours
  • Other duties as assigned 
 
EDUCATION/EXPERIENCE REQUIREMENTS:
  • College degree or minimum of 3 years in a multipurpose Arena/Stadium environment
  • Leadership/management experience
  • 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
  • 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, ISS 24/7, Time and attendance, 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 trainings as approved in budget

Job Questions:

  1. How did you hear about this job?

  2. Have you worked in sports/entertainment before?

  3. Have you worked in the hospitality industry

  4. Are you able to work long, irregular hours that can include nights, weekends, and holidays?