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Director, Guest Services - Olympics - On Location (Saint-Denis · 93)

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Job Description

Reports To:  VP, Global Guest Services

Department:  Customer Service

Location:  Paris, France

Director, Guest Services - Olympics

ON LOCATION

On Location is a global leader in premium experiential hospitality, offering ticketing, curated guest experiences, live event production and travel management across sports, entertainment, fashion, and culture. On Location provides unrivaled access for corporate clients and fans looking for official, immersive experiences at marquee events, including the Olympic and Paralympic Games, Super Bowl, NCAA Final Four, New York Fashion Week and more. An official partner and/or service provider to over 150 iconic rights holders, such as the IOC (Paris 2024, Milano Cortina 2026, LA 2028), NFL, NCAA, UFC and PGA of America, and numerous musical artists and festivals, the company also owns and operates several of its own unique experiences. On Location is a subsidiary of Endeavor, a global entertainment, sports, and content company.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

  • Defining the overall Guest Services policy aligned with the Paris 2024 Vision and OL overall Guest Services policy,
  • Managing the third party in charge of the day-to-day operations of the E-commerce service,
  • Managing Guest Communications from the moment they buy until Games time. By Guest Communications, OL intends all outbound communications sent to customers to create/develop engagement, relationship and upsell opportunities.
  • Oversee Fraud Prevention for E-Commerce

Other Responsibilities

  • Accountable for the content, accuracy, and consistency of the Guest Service information knowledgebase.
  • Create an environment that engages employees in the overall Olympic experience and motivates them to go above and beyond with each guest interaction.
  • Manage a remote team/suppliers with frequent and effective communications and employee interactions. 
  • Achieve service quality KPIs, including guest satisfaction, operational efficiency, service levels, first contact resolution, error rates, and staff professionalism, among others.
  • Establish Coaching & Training plans to help customer service team members achieve improved results.
  • Monitor daily workflow and provide direction to team members while maintaining overall team productivity to meet department goals.
  • Coach and provide leadership to Guest Services representatives on selling to and servicing customers and addressing pre- and post-sale customer inquiries and concerns.
  • Resolve customer/guest issues, coordinating with other departments as needed. 
  • Motivate team participation, providing assistance and feedback as needed.
  • Generate call forecasts and schedules to ensure excellent service delivery.
  • Responsible for implementing a customer service quality monitoring program which may include monitoring calls and other communications to provide constructive coaching and feedback to the team to improve performance.
  • Collaborate with other departments, both inside On Location and with our partners, to ensure the delivery of a seamless guest experience. 
  • Report to and work with Senior Vice President, Revenue (dotted line) and Vice President, Guest Services (solid line), and Human Resources on personnel recommendations, including hiring, terminations, salary adjustments and promotions and staff development necessary to the success of the project.

Other Duties & Responsibilities

  • This job description is not designed to cover or contain a comprehensive listing of the employee's activities, duties, or responsibilities for this job. Duties, obligations, and activities may change at any time with or without notice.

QUALIFICATIONS

Required Education and/or Experience, Knowledge, Skills, and Abilities:

  • Committed to the success of Olympics Guest Services.
  • Bachelor’s degree in business, hospitality, or a related field or commensurate work experience
  • 10+ years of experience in a call center or customer service team in a role managing team leaders or above
  • Inbound sales experience preferred
  • Professional communication skills, both verbal and written
  • Ability to resolve guest service issues
  • Ability to make sound judgments
  • Working knowledge of or ability to quickly learn existing or future tools and technology.   
  • Ability to be flexible and adapt to changing conditions
  • Strong interpersonal and communication skills
  • Works well in a team environment
  • Excellent organizational skills
  • Ability to establish key metrics to evaluate and recommend best practices
  • Strong analytical ability
  • Excellent guest interface and guest focus skills.
  • Demonstrated organizational and project management skills.
  • Ability to prioritize activities, multi-task and follow tasks to completion
  • Experience in the travel or hospitality industry is preferred.

Travel

Must be adaptable with work and travel schedule and be available to travel for work which may include extended work hours during nights, weekends, and holidays.

This job description is not designed to cover or contain a comprehensive listing of the employee's activities, duties, or responsibilities for this job.  Duties, obligations, and activities may change at any time with or without notice.

CORE VALUES

As the leading experiences company in the world, we strive to be the most innovative and passionate — the best of the best.  We uphold these values in our quest for excellence:

  • Exceed all service expectations with our customers, our partners, and each other.
  • Create value by enriching people's lives.
  • Do the right thing and bring others along with us — always.
  • Propel the power of diversity, in thought, team and experience.
  • Partner to generate win-win solutions.
  • Ignite and empower our team's entrepreneurial spirit.
  • Exude respect and gratitude — treat others as you would want to be treated.

COMPENSATION

Competitive salary, commensurate with experience, and a generous benefits package that includes medical, dental, vision, life, and disability insurance, paid time off, and 401k plan.

On Location is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or genetic information.