This job has expired, please see additional jobs below
Manager, Guest Services
AEG
Los Angeles, CA, United States
Job Details - this job has expired, please see similar jobs below
Extraordinary events demand settings beyond the ordinary. AEG owns, operates and provides services to some of the most unique and successful facilities in the world, while embodying one simple mission-to provide fans with an experience they will never forget.
AEG Facilities is a stand-alone division of AEG that owns, operates and consults with more than 100 of the industry's preeminent venues worldwide. It has, at its fingertips, AEG's vast network of resources and services, from live event producer - AEG Live, to AEG Global Partnerships, to AEG Digital Media. AEG Facilities is an elite collection of world-class venues with an unmatched level of resources, experience and talent.
SUMMARY
The Guest Services Manager is responsible for ensuring guests, clients and employees of the Los Angeles Convention Center (LACC) receive World Class Service upon every visit. Additionally, this manager is responsible for the performance and conduct of all guest service employees who are assigned to various shifts, assignments and events.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Monitors the performance and conduct of all guest services employees. Is responsible for providing exceptional guest service at all LACC events. Must work in a professional, cooperative and service focused manner with both external and internal clients of LACC.
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.
Will manage the found property and maintain a system to ensure all property is accounted for. Will also manage equipment and uniform inventories for both the Security and Guest Services departments.
Comply, implement and adhere to all legal & ethical instructions given by AEG Corporate and LACC Executive Management. Responsible for creating & conducting on-going in-service training for all employees. Also recruits, selects, trains and develop LACC employees in pursuit of World Class Service.
QUALIFICATIONS
Minimum education level of: High School Diploma (Associates’ or Bachelor’s Degree preferred)
At least two years’ experience supervising a team. (Guest Service experience preferred)
Minimum of 3- 5 years’ experience in a sports, entertainment and/or convention facility preferred.
Minimum of 1 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 LACC 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 LACC employees
AEG reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship. AEG may require an employee to perform duties outside his/her normal description
EOE/M/F/D/V Equal Opportunity Employer/Minorities/Female/Disabled/Veteran