Guest Services Manager

GUEST SERVICES MANAGER / FAMILY ARENA

JOB OVERVIEW: The purpose of this position is to coordinate and oversee a variety of guest service activities that ensures the security and safety of the venue that includes the management of ticket takers, ushers, crowd management and guest services supervisors. Position also involves administration of contracted services to emergency medical/first aid, off-duty police officers, and custodial services during event. The position involves working a varied schedule and supervision of many part-time event staff employees. Position also responsible for planning and implementing efforts to sell group tickets on a commission basis. Works with the ticket office and marketing staff to best process the group and direct sales in a profitable manner. Position is also responsible for coordinating the booking of the Arena parking lot. This position acts under the supervision of the General Manager.

RESPONSIBLITIES:

Guest Services Duties and Responsibilities:

• Hire, train, and supervise a staff of over 120 employees, which consist of ushers, ticket takers, crowd management, and guest services supervisors.
• Hold meetings and ensure staff complete appropriate training.
• Ensure ticket scanning devices are updated and charged for events.
• Responsible for creating and distributing a monthly staffing schedule for events to all employees.
• Coordinate with HR / Payroll Department regarding all aspects of employee personnel data, i.e., address changes, pay rates, taxes, and w-2 paperwork for new hires and time cards for employees.
• Maintain contact with St. Charles County Police / Sheriff’s Department and medical company to schedule officers and paramedics for each event.
• Provide interpreters for the hearing or visually impaired or any other accommodations when requested through event planners and/or agencies.
• Communicate with the General Manager and departmental staff to plan appropriate part time staffing for each event based on the nature of the event and expected attendance.
• Ensure that staff set-up for the event, including signs, turnstiles, and metal detectors at each gate and barricades at restricted areas, are marked so that the areas opened to the public are safe and without hazards.
• Prepare event notes, including staff briefing, suite occupation list, sign-in sheets, ticket count sheets, and other applicable paperwork. Brief staff at report time regarding policies for the event and ensure that staff perform last check of all guest services areas before opening doors at the scheduled time.
• Respond to any problems and/or requests for assistance from event staff, including duplicate seating, handicapped seat relocations, obstructed view relocations, disturbances in the seating areas, and guest attempting to enter with prohibited items and other general concerns.
• Assist in any emergency situation. Arrive at any first aid calls to assist. Coordinate with senior Staff to evacuate or relocate in major emergencies. Overseeing all emergency response activities as they apply to all event personnel.
• Receives and responds to complaints from Family Arena Staff and Guests regarding guest service issues.
• Oversee and organize lost and found items that are collected during the events keeping items organized by event and location found. Main point of contact for those calling on lost items. When possible, do research to seek out customer to notify them of lost item. Dispose of items in an eco-friendly, efficient, and socially responsible way after a period of time.

Parking Lot Manager Duties and Responsibilities:

• Responsible for the management of the Family Arena parking lot. Responsible for planning, organizing, and staffing for events.
• Hire, train, and supervise parking lot staff, which consists of parking collectors and parking flaggers.
• Manage the payment system used for parking, including user database and user access. Trains new users and ensures devices are ready for events.
• Updates and communicates details of upcoming parking events. Updates parking costs for events as dictated by Arena and/or event.
• Handle refunds as necessary.
• Manage the supervision of parking collectors and ensure users are entering all transactions as they are entering the lot.
• Issue receipt tickets and collection forms to parking collectors, reconcile and verify accuracy of receipts, verify money collected and transfer money to appropriate authority.
• Receive and respond to complaints from Family Arena staff and guests regarding parking issues.
• Create a monthly schedule of staffing for events, distribute to employees, and coordinate scheduling of intermittent staff.
• Coordinate with HR / Payroll Department regarding all aspects of employee personnel data, i.e., address changes, pay rates, tax w-2 paperwork for new hires, and punch time cards for employees.
• Respond to any problems during ingress or regress of customers entering the lot.
• Assist in any emergency situation in the parking lot.

Group Sales Manager Duties and Responsibilities:

• Oversees interaction with all types of groups, including businesses, professionals, social and sports organizations, educational institutions, charities, churches, senior centers, etc.
• Seeks new contacts for group sales and maintains a good working relationship with new and current accounts including Super Groups and other organizations.
• Establishes and maintains a recording system for past contacts, sales records, campaigns, and expenses for group sales efforts.
• Coordinates the creation of group sales forms for each event using the event’s approved information and materials obtained by the promoters. Coordinates group discounts and all mailing dates with booking manager.
• Create, maintain, and update e-mail lists for group contacts and individual mailings.
• Responsible for assisting groups with purchasing tickets over the phone and processing group orders out of box office. Commission will be paid on group tickets sold.

Miscellaneous General Duties and Responsibilities:

• Process donation requests by creating and mailing donation response letters, maintaining the filing system, and updating the log of donation requests.
• Assist with the updating of Arena event history report with all pertinent information required.
• Responsible for negotiating contract terms with licensees interested in booking the parking lot. Updating event calendar with parking lot booking dates and coordinating with the Booking manager to avoid conflicts between events. Create contracts and relay the needs of clients to -other staff to ensure they are met. Build and maintain relationships with parking lot rental clients.
• Evaluating and overseeing risk management within the facility through reports and monthly building walkthroughs.
• Organizes opportunities to go into the community and represent the Family Arena by promoting upcoming events. (Such as parades, fairs, etc.)
• Participate in staff meetings and committees regarding upcoming events, building set-up, safety, and security.
• Performs other duties as assigned by the General Manager.
• This position is not eligible to telecommute.
• Other duties as assigned.
• This position is not eligible to telecommute.

REQUIREMENTS:

• Education
  • A bachelors degree in business administration or other discipline related to the duties of this position and three (3) years experience related to provision of guest services at an entertainment venue, sports venue, or related assembly location.
  • An equivalent combination of experience and training may be considered.
• Job Experience
  • Three (3) years experience related to provision of guest services at an entertainment venue, sports venue, or related assembly location.
• Knowledge, skills and abilities
  • Must have complete knowledge of crowd control, security, and guest services functions.
  • Excellent organizational and communication skills.
  • Ability to train and supervise hires for other Guest Services positions.
  • Ability to make quality decisions and take control of emergency situations.
  • Must have the ability to develop and maintain effective working relationships.
  • Must be able to work a schedule that varies greatly depending upon the events at the Family Arena.

BENEFITS: This is a full-time 40 hour per week position which includes a full range of benefits including Paid Time Off, Extended Medical Leave, Holidays, Employee Health, Dental, Life, Disability, Retirement, and Tuition Assistance programs.