Job Title: Manager, Guest Experience
Department: Guest Experience
Business Unit: Venue Operations
Location: Denver, CO
Reports To: Director, Guest Experience
Employment Type: Full Time, Salaried, Exempt
Supervisor Position: Yes
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Kroenke Sports & Entertainment (KSE) is an American Sports and Entertainment holding company based in Denver, Colorado. KSE is committed to providing world class sports and entertainment for both live and broadcast audiences. We are the employer of choice as the owner and operator of Ball Arena, DICK’S Sporting Goods Park, the Paramount Theatre, Denver Nuggets (NBA), the Colorado Avalanche (NHL), Colorado Mammoth (NLL), Colorado Rapids (MLS), KIMN,KXKL, KKSE (FM/AM), Altitude Sports & Entertainment, Major League Fishing/Fishing League Worldwide (MLFLW), Winnercomm, Outdoor Sportsman Group and SkyCam.
Nature of Work:
The Manager, Guest Experience supports the continued development of Kroenke Sports & Entertainment’s Guest Experience Department and initiatives. This position will assist in the management of part-time team member trainings, communication, and guest feedback, while supporting the Memorable Moments program, which exists to elevate the guest and employee experience at all KSE venues and events and manages part-time team member appreciation/recognition. This position will also represent the department as the Manager on Duty for events & oversee department staff during those events. This position will also oversee our KSE Venues Tours Program.
Examples of work performed:
- Assists with responding to the Guest Experience phone lines and email accounts
- Manages KSE Venue Tours Program including serving as direct management report for 6 tour guides, scheduling private and walk in tours, keeping tour route and handbook up to date, and scheduling tour guides
- Interviews, hires, trains, and reviews Guest Experience event staff; monitors staff performance and performs HR duties associated
- Schedules department staff for events and ensures that staff are properly informed of work schedules
- Assists with event planning and coordination of employee appreciation events and event staff recognition efforts
- Writes, edits and produces communication materials (newsletters, update emails, etc.) to keep event staff engaged and informed of KSE venue standards and updates
- Manages guest feedback and evaluation to monitor vendor partner groups & event staff performance
- Manages event staff employees to strategically enhance the Guest Experience to include scheduling and preparation of event materials for events at Ball Arena, DICK’S Sporting Goods Park and Paramount Theatre.
- Represents Guest Experience department as Manager on Duty for events at Ball Arena, DICK’S Sporting Goods Park and Paramount Theatre.
- Facilitates event staff recognition efforts
- Assist with facilitation and operational preparation of department and all team trainings
- Provides constructive and creative ideas to improve departmental areas of opportunity and develop unique and engaging opportunities for staff appreciation and recognition initiatives
- Builds strong relationships across the organization with all lines of business
- Regularly attends venue event staff briefings & new hire trainings to communicate Guest Experience initiatives
- Assists in measuring success of Guest Experience initiatives and evolving programs as necessary based on evaluation and feedback from internal departments and vendor partners
- Assists in the management and oversight of the Guest Experience department and all staff members within the department (Guest Relations staff, Memory Makers, and Tour Guides)
- Occasionally represents Ball Arena in conjunction with Senior Manager and Director as NBA & NHL league contact with regards to arena experience guidelines and initiatives and communicates league recommendations regularly to internal and external partners
- Other duties as assigned
This description is a summary only and is describing the general level of work being performed, it is not intended to be all-inclusive. The duties of this position may change from time to time and/or based on business needs. We reserve the right to add or delete duties and responsibilities at the discretion of the supervisor and/or hiring authority.
Working Conditions & Physical Demands:
- Typical Office Conditions
- Ability to stand and move for long periods of time during events both indoors and outdoors in varied weather conditions
- Occasional need to lift boxes/materials up to 30 pounds
- Ability to work non-traditional hours including nights, weekends and holidays
- Public speaking in large group settings
Qualifications
- Minimum
- Bachelor’s degree in hospitality, sports management, business administration or other related field or higher, required.
- 1+ years of management/staff oversight experience
- Minimum 1+ years of customer service experience required.
- Excellent customer service skills with solid working knowledge of generally accepted standards of customer service and conflict resolution.
- Preferred
Competencies/Knowledge, Skills & Abilities
- Strong organizational skills with the ability to manage multiple projects simultaneously from concept to completion and effectively meet deadlines
- Strong leadership, effective communication, coordination, and event planning skills with high attention to detail
- Ability to successfully communicate verbally and in writing with senior management and a diverse staff
- Must be comfortable speaking in public and providing training and feedback to large groups of people
- Proven ability to work independently as well as within a team environment
- Ability to collaborate with internal teams, and external partners to achieve desired results
- Ability to acquire or produce and maintain a valid Colorado driver’s license and meet company vehicle driving standards
- Ability to maintain positive attitude and demonstrate professionalism
- Ability to maintain a high level of confidentiality
- High attention to detail
- Ability to multi-task, prioritize and adapt to changing environments
- Proficient in all Microsoft Office skills including Outlook, Word, Excel, PowerPoint, etc.
Compensation
- Base salary range $58,000-$61,000 per annum
- Eligible for annual discretionary bonus
Benefits Include
- 12 Paid Company Holidays
- Health Insurance (Medical, Dental, Vision)
- Paid Time Off (PTO)
- Life Insurance
- Short and Long-term Disability
- Health Savings Account (HSA)
- Flexible Spending plans (FSAs)
- 401K plan/Employer Match
Equal Employment Opportunity
Kroenke Sports & Entertainment (KSE) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
