Director of Client & Guest Services

National Western Center•Denver, CO

4d•$100,000 - $110,000•Hybrid

About The Position

The National Western Center (NWC) is seeking a talented Director of Event & Guest Services. This is a senior-level role responsible for the strategic planning, execution, and oversight of all events for the organization and managing the guest experience (tours, volunteer program, usher, greeter, guest resolution). This will include developing event strategies, managing budgets, interpreting contracts, and ensuring the events management & guest experience team are meeting goals and deadlines. This position will work with partners and departments to ensure smooth operations and achievement of objectives set by the COO. This is a multifaceted job with a broad spectrum of opportunities for professional development. You’ll join a small, nimble, collaborative, creative, and entrepreneurial team as we accelerate the growth of a new events hub and innovation campus in Denver, Colorado. Help us make the reimagined National Western Center campus among the most desirable event spaces in the Denver market!

Requirements

Bachelor’s degree in Event Management & guest Experience or related field.
5 – 7 year’s experience in event planning and department management.
Strong leadership and mentoring of staff and department.
Experience in Arena, Convention, Stadium, event campuses is helpful.
This role is physically demanding, requiring standing, walking, lifting, bending for long periods of time.
Excellent oral and written communication skills.
High EQ and interpersonal skills.

Nice To Haves

You embrace the startup nature of the organization, and no job is below you.
You are detail and results oriented.
You are an entrepreneurial self-starter.
You are a skilled problem solver who takes initiative and can communicate clearly with internal and external stakeholders.
You act with respect, competency, and integrity.
You work well as part of a team.
You excel at functioning in high pressure situations while maintaining a calm, professional manner.
You are a collaborator by nature and seek to find ways to compromise.
You demonstrate excellent communication and interpersonal skills.
You have great time management and prioritization skills.
You are results oriented and exercise sound judgment in your work.
You have a track record of being dependable.
You are excited about the opportunity to grow with the organization.
You are all-in on the mission of the National Western Center.

Responsibilities

Reporting on event management in a strategic way for all executive and board meetings.
Managing workload of Event Management team, assigning all events to team.
Develop and implement comprehensive event plans and strategies aligned with operations and organizational goals.
Create and manage event budget, ensuring cost effectiveness and adherence to financial goals, managing expenses during the planning process in coordination with operations.
Supervise and lead a team, providing guidance and support throughout the planning and execution of event process.
Attend industry events and networking, working to maintain a presence in the industry.
Oversight and manage the guest experience life cycle from arrival to departure.
Manages and evolve aspects involved with client and attendance time on campus.
Work with operations, sales & marketing to have all items prepared and in place for events.
Review analytics for client and customer satisfaction, sentiment, behavior, review response times, accountability, coaches and trains customer interaction, brand values.
Support usher, volunteer, information, gift shop, greeter programs.
Anticipates needs of VIP’s, elite segments and tours, special status visitors.
Work on best practices in the industry and apply to campus practices.
Work with partners on any event management needs.
Assist with getting post event evaluations and oversight of settlement of process and post invoicing for NWC.
Other duties as assigned.