Job Summary:
THE ROLE:
The Guest Services Manager is responsible for the overall management of all guest service functions at the venue.
JOB FUNCTIONS:
Train, counsel, advise and discipline guest services staff as needed to ensure maximum guest satisfaction
Direct guest services' staff in their work assignments
Communicate pertinent day of show information to staff
Move throughout the venue and between up to 3 guest services booths to interact with guests and staff, to provide information and respond to inquiries
Respond to and resolve guest issues and concerns in a positive manner to maintain guest loyalty
Record guest interactions, details of inquiries, complaints or comments, as well as actions taken for resolution
Work with venue's staff scheduler to ensure that all staffing needs are met
Budget appropriately for needs of each show while working to reach overall operating goal; work in conjunction with the Operations Manager to manage costs.
Regularly review and evaluate the department; recommend and implement new operational policies and procedures.
Participate in the venue's sustainability program. This may include collecting recyclables from the lawn and/or reserved section and encouraging staff to participate
Other tasks as assigned by the Operations or General Manager.
QUALIFICATIONS:
Must present unexpired original document(s) establishing identity and authorization to work in the United States.
A clear pre-employment criminal background check is required
Strong organizational, strategic thinking and creative problem-solving skills
Excellent verbal, written and interpersonal communication skills
Acute sense of judgment, tact and diplomacy
Combination of 3-5 years' experience in a similar role preferred
Strong computer skills in Outlook, Excel, Word, PowerPoint
A strong sense of teamwork and ability to execute programs
Position requires extended periods of walking, climbing stairs and standing outdoors in all weather conditions (reasonable accommodations can be made)
Reliable transportation required
Must attend employee orientation and complete required online training modules
About Us
Recognized three years in a row by Great Place to WorkR and named one of People Magazine's top 50 Companies that Care, Live Nation Entertainment is the global leader in live entertainment and ticketing. Our world-class portfolio reaches all aspects of the live event and ticketing industry, from ground-breaking software in Ticketmaster, mix of legendary venues and restaurants in House of Blues, production leaders in Concerts, exceptional brand partnerships in Media & Sponsorship, and unparalleled team of artist managers in Artist Nation supported by diverse professionals in all facets of Corporate operations.
We recognize that our most important assets are our employees, the rock stars who keep the live experience going. Generous vacation, healthcare, and retirement benefits are just some of the great perks we offer to support our global workforce of more than 38,000. For any stage in your career, our many unique benefit programs are designed to help you live life to the fullest. We offer student loan repayment to support recent grads, six months of paid caregiver leave to support new parents, perks like Roadie Babies (bring your little ones & a caretaker along with you on work trips) and Music @ Home (stipend to cultivate your little ones' music interest), and tuition reimbursement to fuel your ongoing professional development. Plus, working for the world's largest live event and ticketing company means you'll have access to free concerts, festivals, sports games, and more through our exclusive employee ticket concierge.
There is no bigger stage for your career. See what your future looks like at Live Nation Entertainment.
