Guest Services Manager

Job Description

THE JOB

US Concerts is seeking is seeking a Guest Services Manager who will be responsible for the overall management of all guest service functions at both Live Oak Pavilion and Greenfield Lake Amphitheatre venues.

WHAT THIS ROLE WILL DO
• Assists venue recruiter with selecting and interviewing candidates to fulfill department hiring needs.
• When applicable, conduct interviews for open supervisor positions in your department.
• Organizes and conducts meetings and communicates pertinent information to the staff.
• Schedules and directs staff in their work assignments.
• Creates position placement templates for crew members.
• Regularly reviews and evaluates the department to recommend and implement new operational policies and procedures when necessary.
• Understands the ticket taking process as well as reserved seating and helps resolve problems in real time.
• Investigates and resolves all guest complaints. Interacts positively with guest to maintain guest loyalty.
• Moves throughout the venue and interacts with guests to provide information and respond to inquiries about products and services, takes or enters orders, cancels accounts, or obtains details of complaint.
• Responsible for actively ensuring complete guest satisfaction by checking to see if appropriate changes were made to resolve guest's problems.
• Keep record of guest service interactions or transaction, recording details of inquiries, complaints, or comments, as well as actions taken for resolution.
• Show CARE by participating in the venue's sustainability program which could include implementing programs that conserve resources/prevent waste such as sorting waste and collecting recycling and educating our fans about our efforts.
• Partner with fellow team members at the end of show to close the venue- this may include collecting recyclables from the lawn and/or reserved section, picking up and properly storing event equipment such as lawn chairs, barricade, Etc.
• Work with scheduling payroll administrator to ensure that all staffing needs are met.
• Budget appropriately for each show's needs while working to reach the overall operating per/head goal.
• Be willing to jump in and help wherever and whenever needed.
• Work in conjunction with the Operations Manager to manage all operational processes within the annual facility budget.
• Answer inbound calls to help resolve guest concerns through analysis to determine the most effective.

GUEST SERVICE MANAGER MAY ALSO BE RESPONSIBLE FOR ANCILLARY MANAGEMENT NEEDS SUCH AS…
• Communicate with the venue's core team about staffing, upsell availability and overall execution of upsell programs during the show.
• Communicate with the Box Office manager during the day of show to trouble shoot any opportunities that arise with guests, upsell availability or equipment.
• Provide suggestions to venue leadership based on feedback from team and guests during the day of show. Suggestions may include topic such as pricing strategies, best practices and team execution for both presales and day of show.
• Provide feedback around finding new, creative revenue streams for the venue based on day of show experiences and trends.
• Secure and reconcile day of show ancillary sales.
• Compile various reports to provide upsell information to venue leadership.
• Participate in meetings regarding day of show & ancillary operations.

WHAT THIS PERSON WILL BRING
• Combination of 3-5 years' experience in a role similar to this position.
• Strong computer skills in Outlook, Excel, Word, PowerPoint and other related computer programs.
• Strong organizational skills.
• At least 2 years in Guest Service and communications.
• Strong strategic thinking and creative problem-solving skills.
• Excellent verbal, written and interpersonal communication skills.
• Acute sense of judgment, tact and diplomacy.
• A strong sense of teamwork and ability to execute programs.
• Excellent verbal and written communication skills.
• Position requires constant walking, climbing stairs, lifting and carrying 50 lbs+ and occasional sitting.

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 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-gm785x-3-133-127-131-42 in your application.