DEPARTMENT: Guest Services Division REPORTS TO: Senior Director of Guest Services DIRECT REPORTS: Event Services Coordinator, Guest Services Team Leaders and Event Day Team Members
SUMMARY: The Guest Services Manager of BEST Crowd Management will lead the guest services account operations at the University of Utah for Rice-Eccles Stadium and Jon M. Huntsman Arena. This position reports to the Senior Director of Guest Services and Regional Director of Guest Services of BEST Crowd Management and works closely with several full-time members of the university auxiliary services team and athletics department to ensure the delivery of best in-class guest services for all events at the stadium and arena, including Utah football, basketball and volleyball games, concerts, and other major events. This person manages one full-time position (Event Services Coordinator) and 200 guest services team members. The Guest Services Manager consistently exceeds expectations in providing positive energy and best in-class guest services for all team members, clients and guests visiting Rice-Eccles Stadium and Jon M. Huntsman Arena.
ESSENTIAL JOB FUNCTIONS: •Manage positive client relations with the university auxiliary services and athletics departments. •Responsible for the leadership of all BEST Crowd Management guest services event day positions, which consists of team leaders, ushers, ticket greeters and premium concierge. •Manage the hiring, training and team member relations recognition program for all BEST Crowd Management team members. •Manage the scheduling, staff communications and payroll process for guest services team members. •Manage event day guest services team leaders with a focus on their development. •Manage and implement pre-shift event day meetings to include updates, recognize team members and to deliver service expectations to team members. •Manage the enforcement of the Guest Code of Conduct in partnership with the Auxiliary Services team. •Manage major event logistics, guest services staffing and redeployment plans, estimates and operational needs. •Manage the event preparations, equipment distribution and uniform inventory processes for all stadium events. •Manage the Secret Shopper Program, review reports and identify areas to improve guest services within our account operations. •Play an active role in reviewing guest survey results and feedback to improve our guest services operations. •Manage and review guest, client and team member feedback as an effort to improve our guest services account operations. •Consistently build relationships with the venue management team, stadium service partners and all stadium event staff team members. •Assist with the management of the annual planning, goals and guest services account budget. •Assign additional duties deemed necessary to the Event Services Coordinator. •Assist the Senior Director of Guest Services and Regional Director of Guest Services with additional responsibilities deemed necessary.
JOB REQUIREMENTS: •College graduate preferred. •Minimum three (2) to five (4) years guest services and venue leadership experience. •Management & supervisory experience required. •Strong customer service and interpersonal skills. •Conflict resolutions skills. •Ability to effectively and professionally communicate both orally and written with guests and staff. •Ability to handle heavy phone and computer use volume. •Ability to work weekends, nights, and holidays as dictated by events. •Professional image and attire. •Highly organized and able to manage multiple projects.
KNOWLEDGE & SKILLS: •Incident Management system experience preferred. •ABI Staff Scheduling Program system experience preferred. •ADA Coordinator Certification experience preferred. •MS Word, Excel, PowerPoint and Outlook computer skills.
This description defines the type of work being performed by a person assigned to this position. It is not a complete list of all duties and responsibilities required by the BEST Crowd Management.
About BEST Crowd Management
BEST Crowd Management, a GardaWorld Company provides a full array of event-staffing and crowd-management services for top venues and major events throughout North America. From professional sporting events (such as the MLB, NFL, NCAA and MLS), to political gatherings, concerts, conferences, conventions, collegiate events and other large affairs, we’re there to keep the energy going, while keeping everyone safe.