Guest Services Manager

Oak View Group • Des Moines, IA

271d • $47,000 - $52,000

About The Position

Guest Services Manager is responsible for scheduling and all departmental activities pertaining to Guest Services, Police, move in/out, and First Aid event staffing. Position is accountable for providing a safe and enjoyable arena environment for guests and staff and serves as on-site Manager for most events. Ensures that staff has appropriate knowledge and tools, through teaching and quality control, in order to attain service goals set by company and department.

Requirements

• Bachelor's degree from an accredited college or university with major course work in facility management, management, business administration or related field preferred
• 3-5 years' supervisory experience in similar field or in customer service industry
• Exemplary customer service skills with the ability to handle multiple tasks and priorities simultaneously
• Must have demonstrated ability to perform effectively under stressful situations
• Training or knowledge in crisis management strongly preferred
• Knowledge of supervisory skills including how to motivate, support and involve employees in accomplishing goals and objectives
• Must have a demonstrated ability to function in a fast paced, high-pressure environment
• Must be available to work a flexible schedule including long hours, nights, weekends and holidays as event needs require
• Ability to communicate clearly and concisely in the English language, both orally and in writing
• Must be detail oriented, have strong organizational skills, and demonstrated interpersonal skills
• Proficient computer skills in a Windows format including experience with Outlook, Word, Power Point, Excel and Publisher
• E-Time Timekeeping knowledge preferred but not required

Responsibilities

• Manages all Guest Service activities for events at Iowa Events Center to ensure high level of guest satisfaction in all pertinent areas of event experience
• Develops, maintains and implements all training activities for part time employees within the Guest Services staff; this includes public speaking, teaching large audiences as required
• Responsible for interviewing, hiring, and training department employees
• Plan, assign and direct workload for all Guest Services and phone operator staff
• Act as facility contact for all event related complaints, including but not limited to, answering incoming emails, calls, and event concerns
• Participate in formulating, administrating and developing policies and long- range goals/objectives for the Guest Services department
• Prepare staffing estimates and complete settlement bills for accounting when necessary
• Ensure employee schedules are entered timely into timekeeping system; making any updates to schedules and/or payroll sheets as needed
• Track attendance of staff according to Attendance Policy
• Partner with HR / Director for any disciplinary required
• Responsible for scheduling and ensuring Events department is staffed appropriately based on estimates; coordinating with contacts from Security, Police and First Aid departments
• Act as Event Manager for events as needed; perform all related functions as required
• Be present for majority of Wells Fargo Arena events
• Implement disciplinary procedures with staff as needed
• Provide excellent customer service assistance to internal and external clients

Benefits

• Health, Dental and Vision Insurance
• 401(k) Savings Plan
• 401(k) matching
• Paid Time Off (vacation days, sick days, and 11 holidays)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree