Experience Manager

Job Description

Job Summary:

THE JOB

What This Role Will Do
• The Experience Manager will be responsible for administering various corporate and venue designed programs to support employee engagement, venue staffing and guest service division-wide goals
• Scheduled hours will vary depending on business needs and may be scheduled up to 40 hours per week or more during peak season
• Plan and coordinate processes and activities associated with employee engagement and guest service
• Partner with the venue's Guest Ambassadors to create encore moments at every show
• Will act as the lead in maintaining metrics and sharing information with the corporate office
• Work with Department Managers and Supervisors to ensure service standards are being communicated pre-event and demonstrated during and post the event
• 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 band 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
• Will be the venue's brand ambassador and the face of the service culture program
• Administrator for the guest service, recognition and employee training system(s)
• Administer anniversary service awards and other employee recognition and guest service programs
• Responsible for completing the Post Event Service Recap and analyze other venue service reports to create action plans for service improvements in partnership with the General Manager
• Lead the end of season employee opinion survey for the venue
• Research best practices and collaborate with the Operations Manager to develop venue opportunities to increase employee engagement, increase guest satisfaction

What This Person Will Bring
• High School Diploma or equivalent
• Working knowledge of high-end restaurant operations, seating procedures, guest relations, problem solving
• Skill in diplomacy, handling multiple tasks, verbal skills, organizational skills, and interpersonal skills
• Ability to diffuse possibly volatile situations with tact and diplomacy
• Must have a flexible schedule

Jobcode: Reference SBJ-r14o8x-3-148-220-16-42 in your application.