Guest Experience Manager

Job Description

THE JOB

Venue Nation is seeking a Guest Experience Manager for Live Oak Pavilion and Greenfield Lake Amphitheatre. The Experience Manager will be responsible for administering various corporate and venue designed initiatives that support employee engagement and recognition programs, and guest service-related initiatives.

WHAT THIS ROLE WILL DO
• Manage Guest Ambassador department.
• Assist the Venue Recruiter with department hiring needs, such as conducting interviews.
• Work with Payroll/Scheduling Manager to fill open positions for shows.
• Creates position placement templates for crew members.
• Understands the venue entrance process to provide support and information to the Guest Ambassador team, such as bag check process and prohibited items.
• Oversee Ready Credit operations, including cash handling and card inventory management.
• Coordinate laundry pick up/drop off schedules and collect/track invoices.
• Manage uniform inventory and order new articles when needed.
• Orders all Live Nation name badges and creates the in-house credentials.
• Oversee the Lost & Found, including managing phone calls and emails pertaining to the Lost & Found to coordinate pick-up of claimed items.
• Assist in returning phone calls from Zoom voicemails received through email.
• Manage the Medallia account for both venues, including reading and responding to feedback as well as escalating concerns with appropriate.
• Coordinate the parking needs for crew members, including supplying parking passes, creating parking schedules for the parking company, and sending proper communication to staff with important parking information and updates.
• Knowledge of the AtVenue system to assist when needed.
• Create and distribute crew newsletters with fun and important information.
• Coordinate the timing and scheduling of pre-shift food for staff at Live Oak Bank Pavilion and provide snacks for staff at Greenfield Lake Amp.
• Schedule food deliveries for Chair Days.
• Keep crew member break space clean and organized, order supplies as needed.
• Create day of show sheets for all shows at both venues.
• Have first concert certificates or other ''first'' celebrations methods handy.
• Provide and track crew member recognition.
• Coordinate crew member appreciation events such as show day treats or movie nights.
• Plan and coordinate end of season party.
• Send detailed staff wide emails to include any and all-important updates related to the ever-changing atmosphere of concert venues.

WHAT THIS PERSON WILL BRING
• A natural interest in helping others and a heart for service. As well as a passion for delivering engaging and memorable fan experiences.
• Must be able to maintain composure and organization in an often hectic and loud environment.
• Be flexible and approach the job with a one team mentality no matter the task.
• Proficient computer skills required including the ability to use Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and CANVA.
• A positive outlook, strong communication skills including public speaking or meeting facilitation skills and the ability to engage others.
• Strong problem-solving skills and demonstrated experience finding creative, yet viable solutions.
• 1-3 years' plus of work experience in a comparable role.
• Position requires constant physical activity such as walking, climbing stairs, lifting, and carrying equipment.
• Must be able to lift 30 lbs. using proper lifting techniques.

EQUAL EMPLOYMENT OPPORTUNITY

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Live Nation will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Live Nation also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Live Nation will also provide reasonable religious accommodations on a case-by-case basis.

Jobcode: Reference SBJ-rzwe5n-3-147-48-226-42 in your application.