Guest Experience Manager, YouTube Theater

Hollywood Park Management Company.•Inglewood, CA

2d•$75,000 - $90,000

About The Position

The Guest Experience Manager of YouTube Theater will assist in managing varying aspects of the Guest Experience department including Premium Guest Relations, Team Member Experience, and Guest Services programs. Responsible for ensuring a well-organized and efficient operation, this position will collaborate and synergize with other departments frequently. The ideal candidate is an innovative thinker who can manage teams while ensuring a world-class experience for all visitors to YouTube Theater and other adjacent venues and businesses. This position reports to the Director of Guest Experience.

Requirements

Bachelor’s Degree in Business, Hospitality, Sports Management or related field of study preferred.
Minimum of three (3) years of professional experience in customer focused role, to include supervisory or managerial experience.
Proficient in Microsoft Office or Google Suites applications and time and attendance software.
Excellent interpersonal, verbal and written communications skills; Ability to communicate effectively and to convey instructions or information to all levels both orally and in writing.
Must be able to successfully traverse the various levels and areas of the Hollywood Park campus with a strong physical condition and ability to stand and walk for prolonged periods of time.
Flexible schedule - able to work long hours including nights, weekends, and holidays as required.
Employees must be able to move objects and use abdominal and lower back muscles to provide support over time without fatigue.
Constant movement and use of limbs; this position requires good manual dexterity, coordination, and stamina.

Nice To Haves

Bilingual in Spanish and English preferred

Responsibilities

Consistently contribute to a world-class guest experience at YouTube Theater that welcomes all guests, exceeds expectations, and empowers our team members.
Manage the Guest Experience daily operations including tours, event staffing, and training and development.
Act as primary contact for all Guest Experience related business at YouTube Theater.
Analyze data and guest insights to introduce process improvements and automated solutions across channels that solve guest problems.
Optimize technology utilization to reduce duplicative or inefficient processes.
Assist in the recruitment and onboarding of Guest Experience Team Members.
Serve as Manager on Duty (MOD) for all Guest Experience related matters at YouTube Theater.
Develop and maintain the Service Recovery Program to document, track and ensure appropriate processes and practices are in place to provide prompt and professional resolution of guest experience matters.
Manage procurement and expenses within budgetary designations.
Create and manage an event briefing program with the focus of the transfer of relevant and necessary information for Team Members.
Manage Quality assurance programs such as mystery shop, team member surveys and guest feedback to ensure process and continual service improvements.
Perform other duties as assigned.