Guest Experience Manager | Full-Time | Palm Springs Plaza Theatre

Oak View Group•Palm Springs, CA

5d•$75,000 - $80,000•Onsite

About The Position

The Guest Experience Manager will manage every aspect of their assigned events from the advance planning stages through the end of the event. They will hire, train, schedule, and lead all front-of-house staff including the House Managers, ushers, and merchandise sellers. This role will make a direct impact on the entire guest journey, always looking for opportunities to enhance experiences from pre-event ticket purchasing and information, through the event, and after an event. This person will also help oversee building safety and security, coordinate communication between event staff and security, and be responsible for ensuring an overall customer and client satisfaction and experience. The Guest Experience Manager reports directly to the Director of Events. This role pays an annual salary of $75,000-$80,000

Requirements

Three to five (3-5) years of increasingly responsible experience in event management in a stadium, arena, convention center or public assembly facility setting
Bachelor’s degree from an accredited college/university with major coursework in facility management, hospitality management, business, or related field (or relevant work experience)
Strong oral and written communication skills
Strong computer skills in Microsoft Office applications, word processing, and Internet
Possession of, or ability to obtain, a valid drivers’ license
Knowledge of operational characteristics of events
Ability to identify the needs of users of the facility
Knowledge of crowd management and control techniques
Knowledge of customer service practices
Knowledge of principles of supervision, scheduling, and training employees
Knowledge of fire and public safety regulations
Experience with budget preparation and control
Familiarity with terminology used in entertainment/convention/public assembly settings
Ability to lift up to 25lb

Responsibilities

Advance, plan, service, and supervise all events
Plan, direct and evaluate the work of subordinates
Provide leadership and guidance for event personnel
Analyze challenges, identify alternative solutions, and project consequences of proposed actions and implement recommendations in support of organizational objectives
Communicate clearly and concisely in the English language, both orally and in writing
Establish and maintain effective working relationships with lessees/clients, co-workers, part-time staff, contractors, patrons/public and municipal officials
Work a flexible schedule, including long nights, early mornings, weekends & holidays as needed
Complete all duties with a customer service focus through teamwork & dedication to OVG’s principles
Assist in the preparation of building to meet the requirements of upcoming events/shows
Assist with the completion of pre-show event financial estimates
Assist with the completion of post-show event settlements
Advise lessees on services available from independent contractors for events
Recruit, train, and supervise event & security staff
Create work schedules for event & security staff, delegate assignments, and review performance/results
Function as a liaison between users of the facility and the facility staff
Recommend and evaluate required event staffing levels
Coordinate communication between building staff and show staff during load in and load out
Investigate and resolve event-related complaints in a professional manner ensuring customer satisfaction
Maintain equipment (radios, metal detection wands, etc.) for all event and security staff
Make hospitality arrangements as needed
Communicate with municipal officials, including police, fire and medical services, event staff and public to ensure security of patrons and events run smoothly
Review emergency planning procedures with all event staff for each event
Create and distribute detailed data sheets prior to every event
Prepare and approve bi-weekly payroll for all event staff and security staff
Coordinate service needs with Food and Beverage provider & make hospitality arrangements as needed
Serve as Manager on Duty as scheduled
Other duties and responsibilities as assigned