This job has expired, please see additional jobs below
Guest Services Manager
Entertainment & Media Industry Company
Kansas City, MO, United States
Job Details - this job has expired, please see similar jobs below
Sprint Center is Kansas City’s home for live entertainment and sporting events. Anchor to more than $6 billion of reinvestment in a revitalized downtown Kansas City, the award winning venue has welcomed more than 9 million guests attending close to 900 events. Having exceeded attendance and financial projections in each year since opening in 2007, Company/Sprint Center has provided nearly $10 million in unanticipated revenue to the City of Kansas City through a revenue sharing provision in the arena management agreement.
The Guest Services Manager is responsible for providing excellent guest services at all Sprint Center events by planning, monitoring, directing, delegating, and managing all functions of the Guest Services department. This position requires a flexible work schedule, which will include evenings, weekends, and holidays.
Essential Duties:
• Maintains Sprint Centers’ positive reputation for guest services and reduces liabilities by hiring, training, and supervising part-time staff of ushers, ticket-takers, guest service representatives, and usher supervisors.
• Maintain the proper image and generate positive public relations with Sprint Center guests.
• Make immediate decisions and communicate with Guest Services staff in emergency situations.
• Maintain open communications between tenants, contractors, employees, and facility guests as it relates to the Guest Services staff.
• Recruit, interview, select, and train Guest Services staff according to established guidelines.
• Review and recommend day-to-day operational policies and procedures for the department.
• Conduct planning, staff, and operational meetings as required, ensuring smooth coordination of Guest Services activities.
• Counsel and discipline Guest Services personnel as needed.
• Research, review, and recommend equipment, materials, and supplies required for the Guest Services Department.
• Meet with Event Managers and clients to assist planning events at Sprint Center. Collaborate with Security department to establish event staffing needs.
• Maintain inventory of related equipment and prepare budgetary input regarding the use of equipment in the Guest Services area.
• Work with Guest Services staff in managing large crowds under constantly changing event environments.
• Schedule first aid services; Help establish and maintain first aid policies and procedures.
Required Qualifications (Job Knowledge, Skills, and Education):
• A minimum education level of: Bachelor of Arts/Sciences Degree (4-year)
• Years of related work experience: 3-5
• Experience working with large groups of employees, people/guests.
• Ability to plan, coordinate and supervise the activities of staff members.
• Ability to establish and maintain effective working relationships with supervisors, subordinates, and the public.
• Exceptional written, verbal and computer skills.
• Able to work flexible hours including evenings, weekends, and holidays.
Preferred Qualifications:
• Experience with ABI Master Mind workforce management system.
• Experience with ISS 24/7 Incident Management System.