Guest Services Manager

Legends•New Orleans, LA

34d

About The Position

Legends Global, the leader in privately managed public assembly facilities, has an excellent and immediate opening for a Guest Services Manager for Legends Global/Caesars Superdome | Smoothie King Center | Champions Square. Responsible for ensuring the delivery of outstanding Guest Services and the effective execution of operational procedures and standards. Uses leadership skills, effective management, and positive team member relations to ensure the high quality of guest satisfaction and achievement of overall departmental goals.

Requirements

Must successfully pass a criminal background check
Ability to communicate and be able to problem-solve with team members and guests
Must be able to manage multiple priorities in a fast-paced environment
Demonstrates clear written and verbal communication skills
Excellent interpersonal and customer service skills
Self-motivated and able to motivate others
Ability to perform multiple tasks and meet deadlines
Goal orientated, team player
Easily adapts to change
Must have high attention to detail and leadership ability.
Must have excellent organization skills, a high degree of creativity to facilitate efficient problem-solving.
Must be able to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines.
Able to work nights, weekends, and holidays as needed
High School Diploma or Equivalent

Nice To Haves

College Degree preferred

Responsibilities

Accountable for guest satisfaction by ensuring service standards are met, and guest needs and concerns are responded to in a timely manner, focusing on service recovery.
Works side by side with staff to train and model appropriate guest service standards. Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations. Implementing creative service programs designed to increase guest satisfaction.
Assists in evaluating staff performance and takes appropriate corrective action as needed to hold team members accountable.
Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing team members.
Assists with interviewing, hiring, coaching, and development of all team members. Assists with required training for department team members and ensuring training records are maintained.
Analyzes quality issues, identifies training needs, and ensures implementation to improve results.
Attends all daily, weekly, and/or monthly department meetings to ensure proper communication/planning occurs.
Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
All other duties as assigned.