Oracle Arena & Oakland/Alameda County Coliseum are AEG Facilities-managed venues and Northern California's premiere sports and entertainment venues home to the Oakland Athletics (MLB), Oakland Raiders (NFL) and Golden State Warriors (NBA). Additionally, we host the top entertainers, family shows and special events at our venues. The Assistant Manager Guest Services is responsible for ensuring guests, clients and employees of the Oracle Arena & Oakland/Alameda County Coliseum receive World Class Service upon every visit. The incumbent is responsible for managing guest services employees to include hiring, firing, performance evaluations, scheduling, training and staff development. Responsibilities:   • Manages and monitors the performance and conduct of all guest services employees. Responsible for providing exceptional guest service at all Oracle Arena & Oakland/Alameda County Coliseum events. Must work in a professional, cooperative and service focused manner with both external and internal clients of Oracle Arena & Oakland/Alameda County Coliseum.   • Responsible for the quality and accuracy of all logs and reports generated. Conducts internal investigations when necessary. Is responsible for developing and updating the departmental policies and procedures manual for Guest Service Department.   • Manage the found property and maintain a system to ensure all property is accounted for; Manage/Monitor equipment used by the Guest Service department and monitors uniform inventories for all Oracle Arena & Oakland/Alameda County Coliseum departments.   • Responsible for creating & conducting on-going in-service training for all employees. Also recruits, selects, trains and develop Oracle Arena & Oakland/Alameda County Coliseum employees in pursuit of World Class Service. Comply, implement and adhere to all legal & ethical instructions given by AEG Corporate and Oracle Arena & Oakland/Alameda County Coliseum Executive Management.   • Perform other tasks/projects as assigned Qualifications:   • Minimum education level of Bachelor of Arts/Sciences Degree (4-year)   • Minimum of 3-5 years' experience in sports and entertainment preferred.   • Minimum of 2-3 year experience staffing/planning in a sports, entertainment or convention setting.   • Ability to pass a criminal background check, employment verification, and drug screening.   • Ability to accept responsibility for the performance & conduct of their direct reports.   • Ability to represent AEG and Oracle Arena & Oakland/Alameda County Coliseum in an exemplary manner.   • Ability to exhibit leadership qualities, motivate staff & lead by example.   • Ability to maintain good business relations with employees, guests, clients and service providers.   • Ability to effectively manage crisis and work under pressure without loss of composure.   • Ability to interact effectively and calmly with angry or emotional guests, clients and employees.   • A good understanding of the guest services roles in a facility environment.   • Ability to create, implement and present training materials and programs to all Oracle Arena & Oakland/Alameda County Coliseum employees   • Due to the nature of the business and the entertainment Industry, employees' may be required to work varying schedules to reflect the business needs of the company, including, nights, weekends, and holidays.