Manager, Guest Experience

Ball Arena•Quinte West, ON

1d•$58,000 - $61,000•Onsite

About The Position

The Manager, Guest Experience supports the continued development of Kroenke Sports & Entertainment’s Guest Experience Department and initiatives. This position will assist in the management of part-time team member trainings, communication, and guest feedback, while supporting the Memorable Moments program, which exists to elevate the guest and employee experience at all KSE venues and events and manages part-time team member appreciation/recognition. This position will also represent the department as the Manager on Duty for events & oversee department staff during those events.

Requirements

Bachelor’s degree in hospitality, sports management, business administration or other related field or higher, required.
1+ years of management/staff oversight experience
Minimum 1+ years of customer service experience required.
Excellent customer service skills with solid working knowledge of generally accepted standards of customer service and conflict resolution.
Strong organizational skills with the ability to manage multiple projects simultaneously from concept to completion and effectively meet deadlines
Strong leadership, effective communication, coordination, and event planning skills with high attention to detail
Ability to successfully communicate verbally and in writing with senior management and a diverse staff
Must be comfortable speaking in public and providing training and feedback to large groups of people
Proven ability to work independently as well as within a team environment
Ability to collaborate with internal teams, and external partners to achieve desired results
Ability to acquire or produce and maintain a valid Colorado driver’s license and meet company vehicle driving standards
Ability to maintain positive attitude and demonstrate professionalism
Ability to maintain a high level of confidentiality
High attention to detail
Ability to multi-task, prioritize and adapt to changing environments
Proficient in all Microsoft Office skills including Outlook, Word, Excel, PowerPoint, etc.

Nice To Haves

Strong understanding of event operations at large, multi-use facility structures with professional sports leagues
1-3+ years of experience managing guest/fan experience programs, employee training & engagement programs, and/or related field
1+ years of operating a Learning Management System (LMS) for employees

Responsibilities

Assists with responding to the Guest Experience phone lines and email accounts
Interviews, hires, trains, and reviews Guest Experience event staff; monitors staff performance and performs associated HR duties
Schedules department staff for events and ensures that staff are properly informed of work schedules
Assists with event planning and coordination of employee appreciation events and event staff recognition efforts
Writes, edits and produces communication materials (newsletters, update emails, etc.) to keep event staff engaged and informed of KSE venue standards and updates
Manages guest feedback and evaluation to monitor vendor partner groups & event staff performance
Manages event staff employees to strategically enhance the Guest Experience to include scheduling and preparation of event materials for events at Ball Arena, DICK’S Sporting Goods Park and Paramount Theatre.
Represents Guest Experience department as Manager on Duty for events at Ball Arena, DICK’S Sporting Goods Park and Paramount Theatre.
Oversees venue Lost & Found process with department intern utilizing 24/7 Software
Facilitates event staff recognition efforts
Assists with facilitation and operational preparation of department and all team trainings
Provides constructive and creative ideas to improve departmental areas of opportunity and develop unique and engaging opportunities for staff appreciation and recognition initiatives
Builds strong relationships across the organization with all lines of business
Regularly attends venue event staff briefings & new hire trainings to communicate Guest Experience initiatives
Assists in measuring success of Guest Experience initiatives and evolving programs as necessary based on evaluation and feedback from internal departments and vendor partners
Assists in the management and oversight of the Guest Experience department and all staff members within the department (Guest Relations staff, Memory Makers, and Tour Guides)
Occasionally represents Ball Arena in conjunction with Senior Manager and Director as NBA & NHL league contact with regards to arena experience guidelines and initiatives and communicates league recommendations regularly to internal and external partners
Other duties as assigned