Manager, Guest Experience (Training & Development)

Enterprise Center•Saint Louis, MO

About The Position

This position reports to the Guest Experience Senior Manager. The Training and Development Manager provides leadership and training to the guest experience staff of Enterprise Center & Stifel Theatre. This person is responsible for establishing and maintaining a positive work environment, providing leadership to set and maintain exemplary service standards, and ensuring a positive staff/guest experience. This position shares other event day management responsibilities with the Guest Experience Management team. You must demonstrate flexibility, teamwork, and be committed to helping staff achieve professional and organizational goals while working quickly, efficiently, and enthusiastically in a fast paced, dynamic work environment. Experience creating, building, and presenting training modules, along with programs to motivate a large team of part-time staff is crucial to the success of this position. Must be a self-starter and be able to sometimes work irregular hours.

Requirements

College degree or 3+ years’ experience in relevant field
Leadership/management experience
Excellent customer service skills
Experience hiring, training, scheduling, managing, and motivating a large part time staff
Strong observation skills and desire to be proactive addressing staff/guest need
Creative problem-solving skills
Strong interpersonal skills including the ability to work in a team environment
Ability to work with a diverse population
Excellent oral and written communication skills
Strong organization and time management skills
Proficient in Word, Excel, Power Point, ISS 24/7, Time and attendance, etc.

Responsibilities

Provide leadership for all guest experience staff at Enterprise Center & Stifel Theatre
Maintain effective communication that meets the needs of the business and all front-line staff for daily operations, activities, and events
Create Standard Operating Procedures (SOP) around hiring, onboarding, training, and developing staff to meet the operational needs of the business
Oversee (NPO) Group Fundraising staffing program to help provide volunteer staff with the ability to work events and raise money for their organizations
Create and support an effective training and rewards program for the Guest Experience staff
Create a guest experience event day training glossary that includes one sheeter for quick re-freshers of event day standards
Support other Guest Service Manager’s in effective management for their areas of oversight
Work with the Guest Experience Senior Manager to set and support professional development targets
Design, implement, and oversee employee recognition programs that create and celebrate a culture of respect, recognition, and excellence
Contribute to improving the guest experience by alerting appropriate departments when problems arise and handling guest complaints and emergencies in a timely manner
Ensure compliance and administration of current union labor contract
Gather all needed information and populate reports for weekly event preparation meetings
Facilitate regular department meetings to address recurring issues or areas of opportunity
Position requires the ability to work a flexible schedule, including evenings, weekends, and holidays
Must be able to perform in a fast-paced, dynamic work environment
Other duties as assigned