Guest Services Manager

Job Description

WHO ARE YOU?

A relationship driven individual who is passionate about live music and guest services processes. You work well in a collaborative, fast paced environment and are excited about the future of live destination events. You are an excellent communicator and relationship builder and maintain strong professional relationships with all guests and staff. You have a keen attention to detail, and you are adept at balancing multiple projects at the same time. You are a self-starter, and you see things through to completion - no job is too big or too small. You are passionate about music and being part of a team that connects fans to the artists they love.

THE JOB

Live Nation Concerts is seeking a qualified Guest Services Manager for its destination events. Playa Luna Presents produces intimate and exclusive experiences where everyone is a VIP and no detail is overlooked. This role will focus on providing the highest-performing guest services systems to all guests and interested purchasers to ensure guest satisfaction. This position will resolve escalations, assist with administrative tasks, monitor staff performance and develop strategies to maximize the productivity of the team. We are seeking candidates who are proactive and self-starters. The Guest Services Manager will primarily work from home, but will also be expected to work on-site and lead the Guest Services/Concierge team at our events. Come join our expert team of passionate travel and music lovers!

WHAT THIS ROLE WILL DO
• Work closely with the Director of Guest Services to develop and implement exciting and innovative practices, systems, and tools to ensure the highest level of guest satisfaction
• Identify Guest Services systems that can be improved
• Maintain complete knowledge of all event policies along with guest procedures
• Implement consistent exemplary Guest Services before, during, and after each event and ensure the overall guest experience is positive
• Resolve escalations and support the Guest Services team with guest inquiries
• Identify temporary staff solutions to provide excellent service during high and low guest traffic periods
• Monitor and take action based on guest traffic on all platforms
• Create guest emails for larger outreach initiatives
• Assist with administrative tasks pertaining to name transfer waivers, payment declines and chargebacks
• Develop a new guest-facing Help Center for the event websites
• Advance on-site needs and create a department operations plan
• Assist with the staff hiring process for each event and lead the team of concierges at each event
• Manage the Playa Luna Presents concierge dashboard to track, evaluate, solve and dispatch guest correspondences

WHAT THIS PERSON WILL BRING
• 2-3 years experience in a guest services role, ideally managing guest services software, programs, and systems
• Bachelor's degree from an accredited university or comparable work experience
• Excellent oral and written communication
• Knowledge of database management systems preferred (Zendesk, Zendesk, Mailchimp, Asana, etc)
• Working knowledge of Microsoft Office applications (Word, Excel, etc.)
• Ability to get all tasks and assignments done in a timely manner while managing your own workload and day to day schedule
• Ability to maintain, control and communicate deadlines, roadblocks, and escalations as needed
• Ability to provide leadership, prioritize, organize, motivate, problem solve, delegate, follow up, and communicate
• Willingness to adopt new project management tools and communication platforms as used by the company
• Passionate about continuous improvement and the benefits that these techniques can bring to the organization
• COVID-19 vaccination will be required for this position subject to legally valid exemptions

BENEFITS & PERKS - Our motto is 'Taking Care of Our Own' through 6 pillars of benefits:
• HEALTH: Medical, Dental and Vision benefits for you and your family, including Flexible Spending Accounts (FSA) and Health Savings Accounts (HSAs)
• YOURSELF: Paid time off policy including holidays, sick time and day off for your birthday, free concert tickets
• WEALTH: 401(k) program with company match, Stock Program Reimbursement
• FAMILY: New parent programs & support including caregiver leave and baby bonus, infertility support
• CAREER: Tuition reimbursement, student loan repayment internal growth and development programs & trainings
• OTHERS: Volunteer time off, crowdfunding network

Salary Range: $64,000- $80,000

Jobcode: Reference SBJ-d8zj06-3-142-35-75-42 in your application.