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 Director of Guest Services oversees all aspects of Guest Experience and Event Service Partner relationships 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 Vice President of Operations regarding overall guest experience for the facility.
JOB RESPONSIBILITIES
- Provide leadership and direction to Guest Service Department direct reports and hourly Guest Service staff.
- Maintain professional relationships with vendors, clients of the facility and tenant team members.
- Assures the integrity of the department/company in all forms of communication and personal contacts.
- Ensure compliance with all safety regulations and Code compliance for the operation of the facility.
- Serve as the central point of contact for all support service departments associated with all events.
- Develop specific and detailed staffing and crowd management plans for each event.
- Evaluate and interpret technical drawings, sketches and specifications related to event staffing deployments.
- Oversee the scheduling and location/placement of all Guest Service staffing for events.
- Responsible for recruiting, interviewing, hiring, and training of all Guest Service staffing.
- Ensure that all Guest Service Department team member concerns are handled in an appropriate manner.
- Oversee that all issues related to guest complaints / disruptive patrons are resolved appropriately.
- Respond to any guest inquiries/questions on non-event days.
- Keep accurate attendance records on every event.
- Prepare post event Guest Experience billing for each event.
- Oversight and management of facility staff uniform room.
KNOWLEDGE, SKILLS, ABILITIES
- Expertise in creating appropriate staffing deployments for venue entry search process, interior directional, venue seating assistance and back of house staff placement needs.
- 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 works cooperatively with others.
EDUCATION AND EXPERIENCE
- Bachelor’s degree in applicable field, but experience may substitute for education.
- Minimum of Eight (8) years of experience in working with similar facilities.
- Proven experience in managing personnel in a similar leadership role.
- Certified Venue Professional (CVP) designation preferred, but not required.
OTHER REQUIREMENTS AND/OR DUTIES
- Ability to work in dark, bright, smoky, dusty, cold and/or confined spaces.
- Able to stand/walk for prolonged periods of time on hard surfaces.
- Comfortable working around large crowds.
- Willing to work nights, weekends and holidays as needed.
- Execute other job duties as assigned.
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.
