Guest Services Manager

16 On Center•Chicago, IL

9d•Onsite

About The Position

As the Guest Services Manager at The Salt Shed, you play a vital leadership role in delivering an exceptional guest experience. From the moment guests arrive until their departure, the Guest Services team serves as frontline ambassadors for the venue, setting the tone for a memorable and positive experience. As the leader of the Guest Services team, you are responsible for fostering a welcoming, safe, inclusive, and engaging environment for all guests and employees.

Requirements

Previous music venue or events experience in Guest Services or front-of-house operations in a leadership role.
Prior experience with hiring, training, and scheduling a large team.
Strong interpersonal communication and teamwork skills.
Flexible schedule and ability to work late hours.
Must be 21 years of age or older.
Ability to interact with intoxicated guests in a positive and safety-minded manner.
Appreciation and respect for all cultures, music, and art forms.
Ability to stand for long periods and work in loud indoor or outdoor environments, with or without reasonable accommodation.

Responsibilities

Manage a large team of Guest Services employees and supervisors, setting the tone for a positive work environment and ensuring the team is well informed on event-specific details and post expectations.
Lead the Guest Services team in performing event duties, including ticket scanning, wayfinding, ADA assistance, access control and ushering for premium and grandstand areas, lost and found, guest services booth support, venue merchandise sales, coat/bag check, guest lockers, and overall guest support.
Schedule employees to cover all required Guest Services posts at events, as well as Box Office posts in coordination with the Box Office Manager. Ensure schedules are posted in a timely manner, a minimum of two weeks in advance.
Manage employee availability and time-off requests.
Check and edit employee punches to ensure accurate payroll.
Create call sheets for each event to assign all applicable posts for the day.
Ensure employees receive necessary breaks.
Provide on-the-spot coaching and training to ensure job duties are performed correctly. Document attendance or performance issues as needed.
Act as the point of contact for VIP programming for incoming tours by advancing their needs, attending day-of-show walkthroughs, and ensuring appropriate venue staffing and communication for smooth execution.
Attend regular meetings with other venue department managers.
Assist with staffing and operations for private events, community events, and various rentals in both the indoor and outdoor concert venues, as well as Three Top Lounge and Elston Electric.
Interview, hire, and train Guest Services employees to maintain a full roster throughout the year, including onboarding in HR and payroll systems.
Assist with planning, participating in, and delivering annual employee safety training, in addition to regular training of new employees throughout the year.
Assist management with guest and employee compliance with all venue policies and procedures.
Resolve guest issues with excellent customer service, identifying when to escalate to management for additional assistance.
Advocate for the venue's sustainability initiatives and inform guests of ways they can help recycle, compost, and reduce waste.
Provide assistance to venue leadership with administrative duties related to show preparation and general office support.
Perform other tasks or projects as assigned by management.

Benefits

Paid leave and paid sick leave in accordance with Chicago requirements.
Health insurance with employer contribution
Voluntary dental, vision, short-term disability, accident, and hospital coverage
Employer-paid life insurance
Voluntary life insurance
401(k) retirement plan with company match
Paid parental leave after 1 year of service
Transit benefits through a pre-tax payroll deduction program
Dining discounts at 16 On Center properties
Complimentary or discounted tickets to shows at 16 On Center venues, including Salt Shed, Thalia Hall, SPACE, and Empty Bottle, subject to availability.