Job Summary:
THE ROLE:
The Employee & Guest Experience Manager is a seasonal position with an events-based schedule. Hours vary depending on business needs; 40 hours per week or more during peak season.
JOB FUNCTIONS:
This position administers, manages and supports employee engagement programs, training, processes and activities and guest service division-wide goals, in partnership with venue management
Respond to and resolve guests' concerns and issues in a positive manner
Partner with the venue's Guest Ambassadors to create -miracle moments- for guests
Act as lead in maintaining metrics and sharing information
Work with department managers and supervisors to ensure service standards are being communicated pre-event and demonstrated during and after the event
Act as the venue's brand ambassador and the face of the Service Culture program
Help facilitate new employee orientation
Support employee completion of required online training programs
Manage Rockstar Rewards program, employee anniversary service awards and other recognition programs
Responsible for completing the Post Event Service Recap and analyze other venue service reports to create action plans for service improvements
Research best practices and collaborate with others to develop opportunities to increase employee engagement and guest satisfaction
Lead the end of season employee opinion survey for the venue
Manage applicable venue service program budget and process vendor invoices
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.
Must be able to maintain composure and organization in an often hectic and loud environment
Has a natural interest in helping others and a heart for service
Possess a positive attitude, strong problem-solving and communication skills and the ability to engage others to create solutions
1 years' plus of administrative experience
Bachelor's degree in Communications, Marketing, Business, Human Resources, or related field; 2-3 years' plus of work experience in a comparable role preferred
1-2 years' plus of leadership experience
Proficient computer skills required including the ability to use the Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
Position requires extended periods of walking, climbing stairs and standing outdoors in all weather conditions
Public speaking or meeting facilitation skills is a plus.
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.
