Guest Experience Training Manager

ASM Global-posted 3 months ago
Full-time • Mid Level
Houston, TX
Performing Arts, Spectator Sports, and Related Industries
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ASM Global, the leader in privately managed public assembly facilities, has an excellent and immediate opening for a Guest Experience Training Manager at NRG Park in Houston, Texas. NRG Park is in the fast lane for opportunity and excitement. We are a one-of-a-kind premier facility with four major venues within one giant park, NRG Center (one million+ sq. ft. Convention Center), NRG Stadium (home of the Houston Texans and The Houston Livestock Show & Rodeo), NRG Astrodome ('The' Astrodome), and NRG Arena. We are seeking a unique Guest Experience Training Manager to join our Guest Experience team. Under general supervision, the Guest Experience Training Manager oversees and guarantees that the facility provides quality customer service to clients, guests, vendors, and all others serviced by the staff and facility at NRG Park. Under the direction of the Director of Event Services, the Guest Experience Training Manager develops and provides proficient and comprehensive service-oriented training to the staff of ASM Global and other entities at NRG Park where necessary. Acts as liaison between the facility and clients, ensuring all clients' guest service training requirements are met and facility rules, regulations, and policies are adhered to.

  • Maintain the unique and standardized Guest Experience Training Program ONE NRG Park.
  • Manage the aspects of the ONE NRG Park team member experience to include reward and recognition programs, incentives, inventory, rewards team members, etc.
  • Manage and maintain the ONE NRG Park Employee website, along with updating content related to the employee experience.
  • Enforce a vibrant customer-focused culture by rallying together key stakeholders, ASM Global team members, as well as all the organization's business partners and their personnel.
  • Train team members on various aspects of providing exceptional customer service, presenting the highest professional image, and maintaining an effective working relationship with clients, team members, exhibitors, guests, and others encountered in the course of employment.
  • Provide instructor-led training to all partners and contractors on NRG Park Guest Experience programs.
  • Maintain and support the high standards of NRG Park and positively contribute to the culture of the organization.
  • Work with tenants and all ASM Global personnel to increase the level of exceptional customer service.
  • In conjunction with the Guest Experience Managers, develop a team which serves to audit NRG Park events on a year-round basis to provide metrics for review.
  • Analyze guest experience audit data to develop customized training plans to address any training gaps identified.
  • Be the champion for the monthly meeting with representatives of all partner companies to brief on all items related to Guest Experience and Venue Culture related to event activity.
  • Conduct monthly or bi-monthly briefs with Executive Management to review metrics related to ONE NRG Park training.
  • Conduct Event related audits in real time to identify positive actions and rewarding them, while also identifying deficiencies that need to be corrected in real time.
  • Develop situational training modules for each ASM Global department which proactively enhance the overall Guest Experience.
  • Keep up to date on the latest training trends, developments, and best practices.
  • Manage team member enrollment for training, schedule training sessions, and organize the resources to facilitate training programs.
  • Support the event day activities of the Guest Experience Team, to include supporting scheduling, staffing, discipline and event day logistics.
  • May perform other duties as assigned.
  • Demonstrate knowledge of interpersonal relationships unique to the guest services industry.
  • Demonstrate knowledge of industry terminology, facility capabilities, operational procedures, and event-related services.
  • Work independently, exercising judgment and initiative.
  • Work effectively under pressure and/or stringent schedules and produce accurate results.
  • Maintain an effective working relationship with clients, team members, exhibitors, patrons, and others encountered in the course of employment.
  • Define problems, collect data, establish facts, and draw valid conclusions.
  • Remain flexible and adjust to situations as they occur.
  • Ability to work long and irregular hours that may vary due to functions and may include days, evenings, weekends, and holidays.
  • Bachelor's degree from an accredited four-year college or university in Learning Development, Instructional Design, Human Resources, or a related discipline preferred.
  • Two (2) to three (3) years related experience and/or training, or an equivalent combination of education or experience required.
  • Experience in human resources or employee development positions preferred.
  • A proven track record of training program development and management is required.
  • An ATD certification is preferred.
  • ADDIE model experience is a plus.
  • General knowledge of ADA laws related to Employees preferred.
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