Employee & Guest Experience Manager - Xfinity Center

Live Nation Worldwide•Mansfield, MA

2d•$21 - $26•Onsite

About The Position

Xfinity Center is seeking a Guest Experience Manager - responsible for administering various National and venue designed programs to support crew members (employees) and fan engagement, aligning guest service resolution and wider fan satisfaction goals. This is a seasonal position with an events-based schedule. In partnership with venue management, this position is responsible for administering employee engagement, guest service division-wide goals. Plan, coordinate, and implement processes and activities, including newsletters, day of show information sheets, show day elements of CARE and other communication tools associated with employee engagement and guest service. Partner with the various departments to create ENCORE moments for employees and guests at every show. Work with Department Managers and Supervisors to ensure the venues service standards of Safety, Care, Encore and Efficiency are being communicated pre-event, demonstrated throughout the show, and incorporated at the end of each night. Manage the upkeep and vibe of the employee break space, and work in coordination with venue leadership to discuss budget, needs, and on-going support at the start of the season Partner with the venues Sustainability Coordinator to incorporate sustainability priorities into recognition, communication, and education of both staff and guests. Will be the venue’s culture leader by looking for ways to remove event day hassles, recognize small and big service wins by staff, and create a “ONE-CREW” mentality Attend calls and meetings with regional and National leadership with fellow venue experience managers, as well as have frequent one-on-ones with those regional leads and venue leaders Administrator for the service-focused, recognition and employee training system(s) and help facilitate on-site venue staff training Help manage guest service experience platforms (Qualtrics) and analyze other venue service reports to create action plans for service improvements in partnership with venue management and your regional lead. Research best practices and collaborate with venue leadership to develop venue opportunities to increase employee engagement, increase guest satisfaction. Create and coordinate special events related to employee and venue celebrations: trainings, orientations, mid-season/end-of-season parties, movie nights, and management team building events May be asked to manage implementation and maintenance of other guest-facing on-site programs Other duties as assigned

Requirements

Must be able to maintain composure and organization in an often hectic and loud environment.
Be flexible and approach the job with a one team mentality no matter the task
Proficient computer skills required including the ability to use the Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
Possess a positive outlook, strong communication skills and the ability to engage others.
Must possess strong problem-solving skills and demonstrated experience finding creating solutions.
1 years' plus of administrative experience.
2-3 years’ plus of work experience in a comparable role.
1-2 years’ plus of leadership experience.
Has a natural interest in helping others and a heart for service.
Position requires constant physical activity such as walking, climbing stairs, lifting and carrying equipment.
Must be able to lift 30 lbs. using proper lifting techniques.

Nice To Haves

Bachelor's degree in Communications , Marketing, Business, Human Resources, or comparable preferred.
Public speaking or meeting facilitation skills is a plus.

Responsibilities

Administering employee engagement, guest service division-wide goals
Plan, coordinate, and implement processes and activities, including newsletters, day of show information sheets, show day elements of CARE and other communication tools associated with employee engagement and guest service.
Partner with the various departments to create ENCORE moments for employees and guests at every show.
Work with Department Managers and Supervisors to ensure the venues service standards of Safety, Care, Encore and Efficiency are being communicated pre-event, demonstrated throughout the show, and incorporated at the end of each night.
Manage the upkeep and vibe of the employee break space, and work in coordination with venue leadership to discuss budget, needs, and on-going support at the start of the season
Partner with the venues Sustainability Coordinator to incorporate sustainability priorities into recognition, communication, and education of both staff and guests.
Will be the venue’s culture leader by looking for ways to remove event day hassles, recognize small and big service wins by staff, and create a “ONE-CREW” mentality
Attend calls and meetings with regional and National leadership with fellow venue experience managers, as well as have frequent one-on-ones with those regional leads and venue leaders
Administrator for the service-focused, recognition and employee training system(s) and help facilitate on-site venue staff training
Help manage guest service experience platforms (Qualtrics) and analyze other venue service reports to create action plans for service improvements in partnership with venue management and your regional lead.
Research best practices and collaborate with venue leadership to develop venue opportunities to increase employee engagement, increase guest satisfaction.
Create and coordinate special events related to employee and venue celebrations: trainings, orientations, mid-season/end-of-season parties, movie nights, and management team building events
May be asked to manage implementation and maintenance of other guest-facing on-site programs
Other duties as assigned