Company Overview

The Dollar Loan Center is a multi-purpose sports & entertainment venue in Henderson, NV, just minutes from the Las Vegas Strip, featuring a variable 6,000 seating capacity. The arena is home to the American Hockey League’s Henderson Silver Knights, the Indoor Football League’s Vegas Knight Hawks, the NBA G League Ignite, the NCAA Big West Basketball Championship and multiple other concerts or specials events annually. The venue is part of the larger Foley Entertainment Group (FEG) portfolio which includes the NHL’s Vegas Golden Knights hockey team, the Premier League’s AFC Bournemouth soccer team along with other restaurant and hospitality entities.

POSITION SUMMARY

The Manager of Guest Services oversees all aspects of Guest Experience for the venue. In addition to overseeing all Guest Experience personnel, the role serves as the liaison to all service providers of the venue, including but not limited to, Food & Beverage, Retail, Parking, and other event specific support departments. The position is responsible for creating an exceptional guest experience and ensuring the venue/company brand is maintained throughout each event. The position reports to and advises the the Director of Guest Services regarding overall guest experience for the facility.

JOB RESPONSIBILITIES

Provide management oversight of the Guest Service Department at The Dollar Loan Center.
Maintain professional relationships with client tenant members and vendors of The Dollar Loan Center.
Assures the integrity of the Guest Service department/company in all forms of available communication and personal contacts.
Ensure compliance with all safety regulations and Code compliance for the operation of the facility.
Evaluate and interpret technical drawings, sketches and specifications related to event staffing deployments.
Ensure that all Guest Service Department team concerns are handled in an appropriate timely manner.
Report all issues related to guest complaints / disruptive patrons are resolved appropriately/ to Director, Guest Services.
Assist with the development of a comprehensive guest service department policy and procedure manual.
Provide exceptional guest services by recruiting, hiring, training, scheduling, supervising, and coaching part-time staff, guest service representatives, ticket takers and supervisors.
Submit payroll to Finance Department for all guest services department employees.
Ensure Guest Service staff receive necessary training and refresher training for all department functions including emergency management.
Review and recommend day-to-day operational policies and procedures to the Director of Guest Services
Responsible for creating, implementing and distributing shift availability sheets for event staff, ensuring that all details outlining staff expectations are clearly and concisely stated.
Preparation & distribution of staff schedules, incorporating staff availability; as well as adhering to all event requirements outlined by the Event Coordinator/Director
Coordinate and communicate all relevant information for assigned events, including preparing event details sheets and facilitating staff briefing notes.
Oversee all staffing deployments on an event-by-event basis, including all timesheets and break sheets.
Work with Guest Services staff in managing large crowds under constantly changing event environments.
Manage, if necessary, disciplinary action for underperforming Guest Service personnel.
Liaison with all outsourced Guest Service personnel.
Execute other job duties as assigned.

KNOWLEDGE, SKILLS, ABILITIES

Working knowledge of Fire Life Safety, NAFP, OSHA, Occupancy, and other code enforcement agencies.
Understanding of basic principles and practices of event management and crowd management principles.
Ability to multi-task and coordinate large projects simultaneously.
Maintain awareness of new developments and trends in the field of venue entry search, guest experience, arena management and overall facility operations.
Specific skills required include, but are not limited to, detailed organization, customer service, planning and analysis of event requirements, and work cooperatively with others.
Experience with payroll/scheduling software preferred.
Strong exceptional guest and client service capabilities and interpersonal skills.
Proficient in use of Microsoft Office programs.
Self-motivated with excellent interpersonal and communications skills and the ability to function and make management decisions in a fast-paced high-pressure environment.
Must be available to work a flexible schedule, including long nights, early mornings, weekends and holidays as needed.

EDUCATION AND EXPERIENCE

Bachelor’s degree in applicable field, but experience may substitute for education.
Minimum (2) two years of increasingly responsible event related experience in a stadium, arena, convention center or public assembly facility setting.
Prior Guest Services experience preferred.
Proven experience in leading personnel in a similar leadership role.

OTHER REQUIREMENTS AND/OR DUTIES

Ability to work in bright, cold, dark, dusty, smoky, and/or confined spaces.
Able to walk/stand for prolonged periods of time on hard surfaces.
Ability to lift at least 25 pounds and push/pull items with or without assistance.
Comfortable working around large crowds.
Willing to work nights, weekends and holidays as needed.
Execute other job duties as assigned.
Ability to communicate via radio.

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.

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