Manager, Guest Experience

Monumental Sports & Entertainment•Washington, DC

3d•$70,000 - $75,000

About The Position

The Manager, Guest Experience is responsible for leading all aspects of staffing needs including hiring, training, and scheduling of personnel and operational activities for Capital One Arena events. This position will work to ensure our staff continue to make Monumental Memories for our guests. Are you an experienced event staffing manager with a passion for delivering outstanding customer service? We would love to hear from you!

Requirements

Bachelor’s degree.
3+ years of event or related professional experience.
Experience working with a unionized workforce.
Ability to develop positive working relationships and interact comfortably with clients, partners, and team members at all levels.
Ability to optimally balance a diverse workload and prioritize workload in order to complete projects in a timely manner.
Strong organization skills and attention to detail.
Excellent written, verbal, communication and presentation skills.
Basic proficiency with computers and MS Office programs.
Strong customer service and interpersonal skills.
Flexibility to work evenings, weekends, and holidays as needed.

Responsibilities

Serve as lead point of contact for the Guest Experience staff during events.
Recruit, hire, and train part-time event staff.
Schedule team members and prepare event position deployments through ABI Mastermind.
Build out staffing estimates and corresponding deployment maps for all events.
Run monthly department staffing schedule.
Build out supplementary staffing needs including monthly staffing numbers and mapping out assignments.
Manage Guest Experience payroll and time processing.
Maintain oversight of department ISS 24-7 system including logging incidents, reviewing reports and tracking trends.
Assist with the development and execution of staff trainings and annual employee performance evaluations.
Resolve guest concerns using multiple channels as needed during and after events.
Update and continue to develop department handbooks, operating procedures, and training processes.
Maintain up-to-date team member information.
Track and supervise event attendance and statistics.
Serve as an ambassador for CREATE Monumental Memories Program.
Cover essential department functions when needed.
Other duties as assigned.